At Diapoint, our customers are important to us. Our goal is to ensure you are 100% satisfied with your purchase.

Return and Exchange Policy

Damaged or Incorrect Orders

If any product you have purchased from us is damaged or your order is incorrectly filled, you may return your product within 15 days from the date of delivery. 

• The product must be returned with the original packaging, sealed, and unopened.
• All returns must be accompanied by the original receipt.
• If the product has been used, the product’s original box was opened, or the original seal was removed, we will decline the refund and return the product back to you.
• A product will not be accepted as returned until it has been notified to the customer that it is accepted for return.

Exchange Eligibility

• The product must be returned with the original packaging, sealed, and unopened.
• If the product has been used, or the product’s original box was opened, or the original seal was removed, we will decline the exchange and return the product back to you.
• A product will not be accepted until it has been notified to the customer that it is accepted for exchange.
• We only exchange items if they are defective, or damaged, or if the wrong item was sent.

Exceptions To Returns

Please note that the following items cannot be returned:

• Products that have been used, tampered with, or are not in their original condition and packaging.
• If you want to return a product with defects, not from the manufacturer's side, then we may or may not accept the return/exchange. A decision will be made on a case-by-case basis.
• Personal care, vitamins-dietary supplements and sports nutrition products are not eligible for return.
• Beauty (Skin Care, etc.), Essential oils, fragrances and Health products that are opened or used will not be accepted.
• Personal hygiene items such as innerwear, lingerie, or anything that requires sanitation.
• Products with missing labels or accessories.
• Gift cards and stationery items.

Return Process

To initiate a return or exchange, please send an email to info@diapointme.com with your order details and reason for return. If approved, you will receive instructions on how to proceed.

Refunds

Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund. If approved, it may take up to five (5) to fourteen (14) business days for the refund to get credited to your credit card. Please note that the time may vary depending on your bank or credit card company.

Late or Missing Refunds

If you have not received your refund yet, please follow these steps:

1. Check your bank account to ensure the refund has not been posted.
2. Contact your credit card company as processing times can vary by provider.
3. Reach out to your bank to confirm if there is any additional processing time required.

If you have completed these steps and still have not received your refund, please contact us at customerservice@diapointshop.com for further assistance.

Prepaid Orders

For prepaid orders, our delivery driver will proceed to the specified location even if there is no response to a call. Upon arrival, the driver will ring the bell or call you. If there is no response and the option to leave the package at the door has not been selected, the driver will leave the premises and reattempt delivery on the next working day. To ensure timely receipt of your order, we strongly recommend that you remain available to answer calls or messages during the expected delivery time.

General Conditions For All Returns

If the returned product doesn’t meet our return guidelines, we may need to send it back to you, and unfortunately, we won’t be able to process a refund.

• Delivery Attempts For Returned Products:
  • If the product is eligible for return but rejected during the process, we will attempt to deliver it back to you two (2) times.
  • If the product is not eligible for return, we will only attempt delivery one (1) time.
• Holding Period:
  
  • If we’re unable to deliver the product after these attempts, we will hold it at our fulfillment center for three (3) business days. During this time, you can request another delivery by contacting our customer care team.
• Final Attempt:
  
  • If you request another delivery within three (3) days, we will try to deliver it within two (2) business days.
    
  • If we don’t hear from you within the holding period, the product will be disposed of, and you will no longer be eligible for a refund or compensation.
• Return Costs:
  • Defective or Incorrect Products: If the return is due to a defective or incorrect product, Diapoint will cover the return shipping costs.
  • Change of Mind or Incorrect Returns: If the return is due to a change of mind or if the returned item is not purchased from us, you will be responsible for the return shipping costs and any additional handling fees.

If you have any questions regarding a return, please contact Diapoint Customer Service at info@diapointme.com

International Shipping Policy: Local Tariffs And Taxes

At Diapoint, we strive to provide our valued customers with a seamless and enjoyable shopping experience, including smooth international shipping. However, it's essential to understand that when ordering products from outside your own country, additional charges in the form of local tariffs and taxes may apply.

1. Local Tariffs and Taxes
Local tariffs and taxes on international deliveries are determined by each recipient country's government and customs authorities. Diapoint has no control over these fees, and they are not included in the shipping fees you pay during checkout.

2. Customer Responsibility
Any local tariffs, taxes, or customs duties imposed by your country's government are the sole responsibility of the customer, who acts as the importer.

3. Refused or Unclaimed Shipments
If you refuse to pay local tariffs, taxes, or customs duties, resulting in the shipment being returned to us, Diapoint reserves the right to charge you for any additional costs incurred, including return shipping fees and any applicable customs charges. 

Shipping Rates and Times

Shipping charges for domestic and international orders. are non-refundable.

Please note that the shipping time mentioned excludes public holidays and weekends, except where a public holiday delivery is specifically requested and subject to a surcharge. 

You can track your shipment online via the assigned courier with the tracking number for your order.

Domestic Shipping (UAE)

• Standard Shipping (Next-Day): Delivery within 2-3 days, excluding weekends and public holidays.
• Priority Shipping (Same-Day): Orders must be placed before 12:00 PM (noon) for same-day delivery. Same-day delivery is only applicable in Dubai, Abu Dhabi, Ajman and Sharjah.

Domestic Shipping Rates – Non-Temperature Controlled

• For Standard & Priority, three attempts will be done for each delivery, after three delivery attempts it will be considered as a new delivery.
• For Bullet Run, only one delivery attempt will be done. Any further attempts will be charged as a new delivery.
• Priority shipments (Same-Day) are only applicable in Dubai, Abu Dhabi, Ajman, and Sharjah, the cut-off time to book is 12:00 noon
• Excess weight charge for shipments above 10 kg will be charged at AED 1.25 per kilo.
• Standard shipments (Next-Day) to all emirates cut-off time to book is 04:00 pm.
• Standard (Next-Day) dispatch/delivery timings are between 9:00am - 9:00pm.
• Priority (Same-Day) (only applicable in Dubai, Abu Dhabi, Ajman and Sharjah) dispatch/delivery timings are between 3:00pm to 10:00pm.
• Rates are for non-temperature-controlled vehicles only.
• Rates are subject to change with 15 days’ notice.
• All rates are excluding VAT.

Domestic Shipping Rates – Temperature-Controlled

• Shipment will be picked up a day prior to the scheduled delivery, cut off to book is 4 pm.
• Excess weight charge for shipments above 5 kg will be charged at AED 3 per kilo.
• Remote Areas delivery will be charged extra at AED 60/delivery/box.
• Standard dispatch/delivery timings are between 9:00am - 9:00pm
• Public Holiday Surcharge: a 100% increase on the mentioned prices.
• Extra boxes under one AWB will be charged at AED 7 per box.
• Rates are subject to change.
• Card or Cash on Delivery service is not available.
• All rates are excluding VAT.
  

International Shipping

• Delivery time typically ranges from 5-15 business days. International deliveries may take several days depending upon customs procedures in your country. Import duties and customs fees may apply and are the customer’s responsibility.

Sale & Discounted Items

If a sale item is returned and refunded, the refund will be for the discounted price paid by the customer at the time of purchase.

Stock Dependability

If the goods you have ordered are not in stock, you will be notified and given the option to wait until the goods are available, request an alternative product, or cancel your order.

Exchanges Of Gifts

If an item was purchased as a gift and shipped directly to you, and you wish to return it, you will receive a gift credit equivalent to the value of the returned item. Once we receive and process the return, a gift certificate will be mailed to you. 

Returns Shipping

You are responsible for paying the shipping costs to return your item. These shipping costs are non-refundable. If you receive a refund, the original shipping cost paid at the time of purchase will not be included in the refund amount.

To return your product, send your product to:

Transcorp International Logistics LLC
Attention to: Diapoint
Al Quoz Industrial 1,
Union Properties Compound Warehouse #23-24,
PO Box 454812, Dubai, UAE
+9710480024455

The time it takes for your returned product to reach us may vary depending on your location. For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee the safe receipt of your returned item. We are not able to provide refunds for items we do not receive.