Return & Refund Policy – Hello Mark
At Hello Mark, your satisfaction is our priority. If a product does not meet your expectations, you may request a return under the conditions described below.
1. Return Period
You may request a return within 14 business Day from the date you receive your order.
After this period, returns can no longer be accepted unless an exceptional approval is granted by our customer service team.
2. Conditions for Accepting Returns
For a return to be eligible, the product must meet all the following requirements:
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The item must be new, unused and in perfect working condition.
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It must be returned in its original packaging, with all accessories, manuals and any promotional gifts.
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The product must not have been worn, soiled, damaged, assembled, installed, or modified.
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Items returned incomplete, used or damaged will not be eligible for a refund or exchange.
Only products in new condition are accepted, in accordance with our store policy.
3. Non-Returnable Items
For hygiene, safety or regulatory reasons, certain items cannot be returned once opened or used. These include (non-exhaustive list):
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Personal protective equipment (PPE) that has been worn or tested
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Products that have been assembled, installed, or modified
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Items explicitly marked “non-returnable” on the product page
When applicable, these restrictions are shown directly on the product page or communicated by our customer service.
4. How to Request a Return
Before shipping anything back, please contact our support team:
Please include:
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Your full name
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Your order number
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The reference of the item you want to return
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The reason for the return (wrong product ordered, item not suitable, damaged upon arrival, etc.)
Our customer service will provide:
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Return approval
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The correct return address
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Instructions to ensure fast processing
⚠️ Parcels sent without identification (order number and customer details) cannot be processed.
5. Return Shipping Costs
Unless the return is due to an error on our part or a defective product:
➡️ Return shipping costs are at the customer’s expense.
In case of:
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Incorrect item received
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Picking error
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Product not matching the order
We may provide a prepaid return label or cover the return costs depending on the situation.
6. Refunds
Once the returned item is received and inspected:
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If the return is validated, the refund will be issued within 7 business days.
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Refunds are made using the original payment method, in AED unless otherwise agreed.
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Initial shipping fees are not refunded unless the return is due to our mistake or a defective product.
If the returned item does not meet the required conditions (used, damaged, incomplete), a refund cannot be issued. The item may be returned to you once reshipping costs are paid.
7. Defective, Damaged, or Incorrect Items
If you receive:
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A defective item
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A product damaged during transport
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An item different from the one ordered
Please contact us immediately with photos and a brief description:
Depending on the situation, we may offer:
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Replacement of the product
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A repair (when applicable)
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A refund in line with our Terms & Conditions
8. Recommendations for Safe Returns
To ensure smooth and fast processing:
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Pack the item securely in protective packaging
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Keep proof of shipment and the tracking number
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Avoid combining multiple returns in the same package without prior approval
Hello Mark is not responsible for lost or damaged parcels when return shipping is organized by the customer.
9. Company Information
ALUDOORS SYSTEMS INTERNATIONAL – FZCO
DSO – IFZA, IFZA Properties
Dubai Silicon Oasis
Dubai – United Arab Emirates
Commercial License Number: 49378
📞 +971 58 983 2584
📧 contact@hello-mark.com