Refund/Return Policy
1. Purpose and Scope
This Refund Policy applies to purchases made from CEA Trading through its website and other official online sales
channels where the delivery address is within the UAE.
CEA Trading sells home sprays intended for household fragrance use. Because these products are consumable,
fragranced, and may be safety-sensitive once opened, returns and refunds are handled according to the rules
below.
2. Orders We May Accept for Return, Replacement or Refund
A refund, replacement, store credit, or other suitable remedy may be offered when:
1 The item delivered is materially different from what was ordered;
2 The item arrives damaged, leaking, defective, or unusable on delivery;
3 The order was charged but not delivered;
4 The wrong quantity was delivered;
5 There is another issue that CEA Trading verifies and accepts as eligible under this policy or applicable UAE law.
3. Non-Returnable and Non-Refundable Situations
To protect customers and product integrity, CEA Trading will generally not accept returns or refunds in the following
situations:
1 the product has been opened, used, sprayed, tampered with, or is no longer in its original saleable condition;
2 the customer changes their mind after the cancellation window has passed;
3 the customer dislikes the fragrance, scent strength, or subjective performance of the product after opening;
4 the delivery address, contact number, or access details provided by the customer were incorrect or incomplete
and this caused delivery failure or delay;
5 minor packaging wear that does not affect the product itself;
6 items marked as final sale, clearance, promotional giveaway, gift card, or otherwise stated to be non-returnable
at checkout.
CEA Trading | Refund Policy
4. Order Cancellation Before Dispatch
Customers may request cancellation as quickly as possible after placing an order.
Where the order has not yet been packed, processed, or handed to a courier, CEA Trading may cancel the order and
issue a full refund.
Once an order has entered fulfilment or has been dispatched, cancellation may no longer be possible. In that case,
the order will be treated under the return and refund rules in this policy.
5. Reporting a Problem with an Order
To help us investigate quickly, customers should contact CEA Trading within the timeframes below using the order
number and clear supporting details.
1. For damaged, leaking, defective, incorrect, or incomplete orders: notify us within 48 hours of delivery.
2. For an order marked as delivered but not received: notify us within 24 hours of the delivery status update.
3. For non-delivery: contact us promptly after the estimated delivery window has passed.
6. Evidence We May Request
Before approving a refund or replacement, CEA Trading may request reasonable evidence, including:
1 clear photographs or short videos showing the item, packaging, outer box, shipping label, and the reported
issue;
2 the order number and contact details used for the purchase;
3 any other information reasonably needed to assess the claim.
7. Return Conditions
If CEA Trading asks for an item to be returned, the product must be sent back in the condition specified by us and,
where possible, in the original packaging.
Returned items that arrive opened, materially used, damaged by the customer, or packed unsafely may be rejected
or may qualify only for a partial refund if permitted by law.
8. Refund Method and Timing
Approved refunds will normally be processed back to the original payment method used at checkout, unless
another method is agreed or required.
Bank, card, wallet, or payment gateway processing times may vary. CEA Trading will initiate the refund once the
claim is approved, but the time for funds to appear may depend on the customer’s payment provider.
Shipping charges, cash-on-delivery fees, and other service charges may be non-refundable unless the refund is due
to CEA Trading’s error, a defective product, or another situation where applicable law requires otherwise.
9. Delivery Delays
CEA Trading works with third-party courier and logistics providers. Estimated delivery times are not guaranteed and
may be affected by public holidays, weather, remote locations, access restrictions, or courier issues.
A delay on its own will not automatically qualify for a refund unless the order is ultimately not delivered, the delay is
material and unreasonable in the circumstances, or the refund is otherwise required under applicable UAE law or
expressly approved by CEA Trading.
CEA Trading | Refund Policy
10. Refused Deliveries and Failed Deliveries
If a customer refuses delivery without a valid reason covered by this policy, or if delivery fails because the customer
provided incorrect details or was unreachable after reasonable attempts, CEA Trading may deduct courier, handling,
or restocking costs from any refund where legally permitted.
11. UAE Consumer Rights
This policy is drafted for sales to customers in the UAE and should be read together with any applicable consumer
protection and e-commerce requirements in the UAE.
Nothing in this policy is intended to exclude or limit any right that cannot lawfully be excluded under applicable UAE
law.
12. Contact Details
For refund, replacement, or cancellation requests, please contact:
1 Business name: CEA Trading
2 Email: nettngroup@gmail.com
3 Phone / WhatsApp: +971509427880
4 Business hours: 9 am to 5 pm
5 Website: www.ceatrading.ae
13. Updates to this Policy
CEA Trading may update this Refund Policy from time to time to reflect business, legal, or operational changes. The
latest version published on the website will apply to new orders from its effective date.