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  • Refund, Exchange, Return and Cancellation Policy

Refund, Exchange, Return and Cancellation Policy

  1. Cancellation Situation:
    1. Requests for cancellation of order are to be placed on www.cognitionuae.com by logging into your account or email [email protected] with your Order ID
    2. Cognition General Trading LLC has the right to cancel an order if payment is not received from the customer within two working days of receiving the order.
    3. Call 04-2661113 or mail [email protected] for assistance.
  2. Exchange Situation:
    1. We can accept exchange of ordered products with other products listed on CognitionUAE.com
    2. Requests for exchanges can be placed within 7 calendar days of receipt of order.
    3. Exchanges will be executed within 5 calendar days of receiving the customer request, subject to stock availability of the requested item.
    4. Requests for exchanges are to be placed on www.cognitionuae.com by logging into your account or by sending an email to [email protected].
    5. Difference of Value: If the value of the exchanged items is less than the ordered items, Cognition General Trading LLC can refund the excess amount to the customer original payment mode.
    6. If the value of the exchanged items is more than the ordered items, customer will have to pay the excess amount via their preferred payment method.
    7. In order to execute an exchange, the products need to be in their original packed condition with all labels and not used. The products must be in resalable condition. An exchange will be authorized only if this condition is met.
    8. Cognition General Trading LLC has the right to request the customer to send a picture of the item to be exchanged prior to initiating the process.
    9. Cognition General Trading LLC has the right to deny an exchange if we find the product to be used and not in a resalable condition.
    10. From time to time, there could be items which are not accepted for exchange. One case could be a special promotional offer. If this is the case, it would be clearly mentioned on the product page.
    11. Call 04-2661113 or mail [email protected] for assistance.
  3. Return and Refund Situation:
    1. Requests for returns and refunds can be placed within 7 calendar days of receipt of order.
    2. All Food items sold on CognitionUAE.com have a limited 7-day return policy period.
    3. Requests for returns and refunds are to be placed on www.cognitionuae.com by logging into your account or by email to [email protected]. This relates to all online and offline orders placed with any of the team members.
    4. In order to execute a return and refund, the products need to be in their original packed condition, with all labels and not used. The product needs to be in a resalable condition.
    5. Once the product (s) are received back into Cognition General Trading LLC warehouse, they will be inspected by our quality team. If the product is in resalable condition, we will issue a refund within 7 calendar days and the product will be picked up for return within 4 calendar days of the request.
    6. Cognition General Trading LLC has the right to deny a return and refund if we find the product to be used and not in a resalable condition or not subject to a return ( subject to management's discretion) 
    7. Cognition General Trading LLC has the right to request for a picture of the concerned item prior to initiating a return/refund request.
    8. From time to time there could be items that are not eligible for returns. This will be clearly mentioned on the product’s page. For products specifically sourced outside the product catalogue, products are not-returnable.
    9. Call 04-2661113, 058 8476763 or mail [email protected] for assistance.
    10. Cognition General Trading LLC does not do business with online resellers requesting for invoice verifications. If the payment is received via card a deduction of card fees of 3% will be done in case of full refund and Cognition General Trading LLC also has the right to claim for logistics charges to arrange return of the item as per the agreed rate and shall deduct this amount from the card payment refund.
    11. If the order value is above AED 3,000 it is not eligible for return/refund/exchange/cancellation. 
    12. Certain Products and/or bulk quantities specially sourced for the customer are not eligible for return/refund/exchange/cancellation. 
    13. Cognition General Trading LLC management reserves the right to amend the return/exchange/refund/cancellation policy at any time and without prior notice.
    14. if the customer delivery location is not in dubai and the order value is above aed 1000, the customer can return the order within 7 calendar days of delivery date. there will be a return charge of aed 75 for such orders. 
    15. Boards larger than 90 x 120 cm are delivered only in Dubai. This delivery guideline is mentioned on the product page of every board that is larger than 90 x 120 cm. In case a customer places an order for a board larger than 90 x 120 cm, pays via card and is not located in dubai- we will cancel the order and refund the customer the order value less 5 percent. if the order value is AED 500, the customer will be refunded AED 475 - which is 95 percent of the order value. the 5 percent charge is the card payment companies fees to process the order/ refund it. 
    16. Purchasing from Cognition General Trading LLC via website, whatsapp, call, walk in means the customers accepts of Cognition General Trading LLC terms and conditions and policies.