Shipping and Return Policy

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

In the unlikely event that any product you have purchased from us is damaged or an order is incorrectly filled, then you may return your product within 15 days. If the product is returned unused and in its packaging you may be eligible for a refund.

To be eligible for an exchange, your item must be unused, in its original packaging and in the same condition that you received it.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@diapointshop.com  and send your item to:

 

Diapoint

Port Saeed Building,

Office 206

60 Al Maktoum Rd

Deira, Port Saeed

PO Box 71925

Dubai, United Arab Emirates

 

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 doorbell. If there is no response and the option to leave the package at the door was not selected, the driver will leave the premises and reattempt delivery on the next working day. We recommend that customers be available to answer calls or messages when expecting a delivery to ensure timely receipt of their order.

 

    FRIOs

    We will gladly accept Frio® products for return or exchange as long as the wallets have not been activated by water. We will also exchange your wallet if it has a defect from the manufacturer's side. 

    All returns must be done within 15 days of receiving (with the exception of a manufacturer's defect).

    ALL RETURNED PRODUCTS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AND IN RE-SELLABLE CONDITION.

    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.

    All returns must be accompanied by the original receipt.

    Refunds (if applicable)

    You are eligible for return or exchange if you have received a wrong size other than the one you ordered. 

    Please note that some items cannot be returned. This includes, but is not limited to the following:

    1. Items that are not in the same condition and packaging as you received.
    2. Specific categories like inner wear, lingerie or underwear or anything that needs to stay sanitary for use.
    3. Items that have been used.
    4. Products that have been tampered with.
    5. Products with missing labels or accessories.
    6. Gift cards or stationary.

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If approved, your refund will be processed within 2 working days, and a credit will automatically be applied to your credit card or original method of payment, within 15 working days. (Please note that the time may vary depending on your bank or credit card company.)

     

    Late or Missing Refunds

    If you haven’t received a refund yet, first check your bank account again.

    Then contact your credit card company. Every company is different and it may take some time before your refund is officially posted.

    Next contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@diapointshop.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. These charges can vary significantly from one country to another and are entirely independent of our shipping costs. Diapoint has no control over these fees, and they are not included in the shipping fees you pay during checkout.

    2. Customer Responsibility

    Please be aware that any local tariffs, taxes, or customs duties imposed by your country's government are the sole responsibility of the customer (importer) and are separate from the shipping costs associated with your order. It is essential to research and understand your country's customs regulations and charges before placing an international order with us.

    3. Refused or Unclaimed Shipments

    In the event that you refuse to pay the local tariffs, taxes, or customs duties associated with your international order, resulting in the shipment being returned to us, Diapoint reserves the right to charge you for any return shipping costs incurred, as well as any applicable customs fees, tariffs, or taxes.
     

    Stock Dependability

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

     

    Sale & Discounted Items

    Only regular priced items may be refunded. Sale items cannot be refunded unless they are faulty. 

     

    Exchanges of Gifts

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

     

    Shipping

    The shipping rates and delivery time are displayed at the checkout page. Depending on where you live, shipping costs and time may vary.

    Expected delivery time for International shipping is typically 5–15 business days. Import duties and custom fees may apply – you will be liable for these.

    Expected delivery time for domestic shipping (within UAE) is typically 2–3 days.

    Due to global fluctuations in shipping due to Covid-19, some deliveries may take longer than expected. We apologize for any delays as they are beyond our control.

    Shipping charges for domestic and international are non-refundable.

    Please note that the shipping time mentioned excludes public holidays and weekends.

    You can however track your shipment online.

    Domestic Shipping Rates – Non-Temperature Controlled

    • For Standard & Priority, three attempts will be done for each delivery, above it will be considered as a new delivery.
    • For Bullet Run, only one delivery attempt is done, any further attempts will be charged as a new delivery.
    • Priority shipments (Same-Day) all Emirates including Dubai, the cut-off time to book is 1200hrs.
    • 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 1600hrs.
    • Standard (Next-Day) dispatch/delivery timings are between 0900hrs to 2100hrs.
    • Priority (Same-Day) dispatch/delivery timings are between 1500hrs to 2200hrs.
    • 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 0900hrs to 2100hrs.
    • 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 with 15 days’ notice.
    • Card on Delivery service is not available.
    • All rates are excluding VAT.

     

    Returns

    You will be responsible for paying the shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

    To return your product, send your product to: B2B Tower #2010, Business Bay, Dubai, UAE.

    Depending on where you live, the time it may take for your returned product to reach us may vary.

    If you are shipping a high-value item, we suggest you consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.