Official Store Policy

Return, Replacement & Refund Guidelines

Clear and reliable terms tailored for commercial kitchen equipment, spare parts, and custom fabrication projects in the UAE.

Thank you for shopping at Al Diwan Kitchen Equipment Trading. We want you to be completely satisfied with your commercial or residential purchase. Please review our detailed terms below for returns, replacements, exchanges, and refunds.

1. Returns & Eligibility

Timeframe: You have 30 calendar days from the delivery date of your item to request an official return.
Item Condition: To be fully eligible for a return, merchandise must be in the exact condition received: unused or unworn, with all original tags attached, and safely secured in its original product packaging.
Proof of Purchase: A valid receipt, invoice, or electronic proof of purchase is strictly required for all return processing.

To initiate a return request, please contact our administrative desk first at diwanref@eim.ae.

Designated Return Location & Address:
Al Diwan Kitchen Equipment Trading
Jamal Abdul Naser Street, Al Majaz 2
Sharjah, United Arab Emirates

Important Notice: Items sent back to our facilities without first requesting an approved return authorization will not be accepted. Once your return is accepted, instructions and a label will be provided.

2. Damages and Logistics Issues

Please thoroughly inspect your commercial shipment or equipment immediately upon delivery. Contact our support team right away if any item arrives defective, damaged, or incorrect so that our technical experts can evaluate the issue and make it right promptly.

3. Exceptions / Non-Returnable Merchandise

Certain categories of goods are restricted from standard return policies due to safety, hygiene, or custom engineering standards:

  • Perishable goods (e.g., food, flowers, or biological plant matter)
  • Custom-engineered or personalized fabrication products (e.g., custom stainless steel layouts and special-order builds)
  • Personal care and hygiene goods
  • Hazardous materials, commercial flammable liquids, or compressed industrial gases
  • Final sale items, clearance stock, and digital or physical gift cards

Please reach out to our team if you have unique questions or concerns regarding a specific equipment model.

4. Exchanges

The fastest way to ensure you secure alternative replacement stock is to return the item you currently have. Once your return is verified and accepted, you can proceed to place a separate purchase order for the new item.

5. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if merchandise is officially shipped into regions within the European Union, you maintain the legal right to cancel or return your order within 14 days, for any reason and without justification. As with standard returns, items must remain unused, with original tags, in pristine packaging, and accompanied by proper proof of purchase.

6. Refund Processing Terms

Inspection: We will notify you via email as soon as we receive and complete a technical inspection of your returned item to confirm whether the refund has been approved.
Processing Time: If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment within 10 business days.
Bank Delays: Please keep in mind that external banking institutions or credit card issuers can require additional clearing days to officially post funds to your account.

If more than 15 business days have elapsed since your return approval confirmation, please reach out to us at diwanref@eim.ae.