Cognition UAE

Setting

Refund, Exchange, Return and Cancellation Policy

  1. Cancellation Situation:
    1. we can accept a request for cancellation of order only up to 2 hours after receiving the order.
    2. Requests for cancellation of order are to be placed on Cognition General Trading LLC website by logging into your account. This is applicable for guests (free trial users) and members.
    3. If a customer cancels an order whose value is over AED 2000, it is subject to a re-stocking charge of AED 25, deductible from their membership account with us.
    4. Cancellation of Product order is only possible. Cancellation of Membership is not possible unless the Membership time period of 12 months finishes and payment is not received for renewal.
    5. 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 for products/membership.
    6. Call 04-2347759 or mail hello@cognitionuae.com for assistance.
  2. Exchange Situation:
    1. We can accept exchange of ordered products with other products listed on Cognition General Trading LLC
    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 Cognition General Trading LLC website by logging into your account. This is applicable for guests (free trial users) and members.
    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’s store credit account that can be used for future purchases. 
    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. Store credit notes do not have any expiry date. In case the customer ends their membership with Cognition UAE, they must use their store credit before their membership is expired/cancelled.
    8. 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.
    9. 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.
    10. 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.
    11. 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.
    12. Membership cannot be exchanged for anything else. Un-used Membership cannot be encashed for any products/cash.
    13. Call 04-2347759 or mail hello@cognitionuae.com 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. We will accept the product back only if wrong or damaged product is delivered for:
    4. Food and Beverages:
      This is for hygiene and food safety purposes.
      Product must not be used and must be in original packaging
    5. Requests for returns and refunds are to be placed on Cognition General Trading LLC website by logging into your account. This is applicable for guests (free trial users) and members.
    6. 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.
    7. 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 10 calendar days and the product will be picked up for return within 7 calendar days of the request.
    8. Refund will be done to customer only via credit to their store credit account. This store credit can be redeemed against future purchases.
    9. If a customer returns an order whose value is over AED 2000, it is subject to a re-stocking charge of AED 25, deductible from their membership account with us.
    10. 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.
    11. Cognition General Trading LLC has the right to request for a picture of the concerned item prior to initiating a return/refund request.
    12. From time to time there could be items that are not eligible for returns. This will be clearly mentioned on the product’s page, if applicable.
    13. Returns and Refunds can be done only for products, Membership can’t be cancelled nor transferred and Membership fees cannot be refunded.
    14. Call 04-2347759 or mail hello@cognitionuae.com for assistance.