Return Guidelines

The Return period is 5 days and will start from the day you have received your order.

Vendors will specify the refund or replacement policy of an item if applicable.This will also shows in your dashboard (if you are a registered user) and if you had placed the order as guest user you will be notified via the email regarding the status. Depending on the reason for the return, refunds could be either partial or in full.

You are sure to have submitted the Return Request through your Filome.ae Board and have waited for 24-48 working hours for a response from the vendor before filing a claim with Filome.ae.

A restocking fee may be applied depends on the items and it's vendor policy.

Do Not Accept a Delivery

If the item is different from the one which you have ordered, before opening any seal or packaging.

If item is opened and found defective, that is 'dead¬on¬arrival'.

If the packaging is damaged when delivered to you.

If serial number is not tampered and missing.

Returns are accepted

You can return an item in following conditions: 

Only if the item is still in its sealed and original packaging.

Returns outside the return period will be subject to online prior-approval by the vendor, regardless if the item is still sealed or not.

The Vendors may inspect returns or test 'dead¬on¬arrival' or 'out¬of¬box failures' returns to justify the requirement for either a full refund, partial refund or replacement.

All FOC (free of charge) or bonus items if applicable that came with the product should also be returned in the same condition as it was received.

The product is damaged straight out of the box, defective, misrepresented or not as described by the shop owner on the product page / storefront.

All items offered in a bundle should be returned together with the main product.

Non Returnable

If defective product is not covered under the manufacturer's warranty.

A consumable item which has been used or installed.

A cloth material or anything which is wearble and stretched or unfit after use.

 

What is not covered by the Guaranty/Warranty/Replacement/Refund ?

You have not informed the vendor the reason to return the product before sending the parcel back or rejecting the delivery from the courier.

You have not sent the Return Request from your Filome.ae Board.

Credit card payments where the card issuer has already initiated a chargeback prior to the return or claim.

Refund or Replacement?

Vendors will specify if they can offer a refund only, a replacement only or if they can either replace or refund an item. This is also shown on your dashboard.Depending on the reason for the return, refunds could be either partial or in full.

When will I receive my refund?

The shop owner will inform us when a refund is due. Card refunds usually take 7 working days to be completed, from the time of processing. However, each bank has their own specific turn around time as to when the funds will reflect on your bank statement.Cash refunds will be released on a specific day of each week.

Refunds will be done only through the Original Mode of Payment.

If I request for a replacement, when will I get it?

Visit My Orders to check the status of your replacement. In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up. Please check the SMS & email we send you for your replacement request for more details.

 

Which products are not eligible for returns?

PLEASE INSERT IN COLUMN

Category                                                   Products that can’t be returned

 

Auto Accessories      Additives, Air Fresheners, Brighteners, Cleaners, Bike/Car Stickers,  

                                     Degreasers, Dent/Scratch Removers, Filler Putty, Headlight Vinyl Films,  

                                     Liquid Solutions, Lubricants, Polish, Power Steering Fluids, Sealants, Oils and Wax

Automobiles           Cars, Mopeds, Motorcycles and Scooters

Bath and Spa          Bath Bubble/Salt/Sponge/Wash, Body Wash, Loofahs, Scrubs, Shampoos and Soaps

Baby Care            Bottle Nipples, Breast Nipple Care, Breast Pumps, Diapers, Ear Syringes, Nappy, Wet Reminder, Wipes and Wipe Warmers

Cleaning Products  Cleaning Gels, Detergents, Detergent Pods, Fabric Wash Products, Surface Cleaners, Stain Removers and Washing Bars/Powder

Computer Accessories    Blank/Educational Media, CDs/DVDs, Ink Toners, Music, Movies and Software

Food and NutritionCanned Food, Condiments, Drinks, Fruits, Health Supplements, Meat, Seafood, Syrups, Vegetables and other Edible Products

Fashion    Baby Dolls, Clothing Freebies, Lingerie Wash-bags, Shapewear, Socks, Stockings and Swimsuits

Footwear Accessories  Oils, Glue, Grease, Socks, Shoe Deodorants/Polish Creams/Sprays and Wax

Gardening Products  Plant Saplings, Plant Seeds and Soil Manure

Health Care  Antiseptic, Band Aid, Body Pain Relief, Eye Drops, First Aid Tape, Glucometer Lancet/Strip, Healthcare Devices and Kits, Medical Dressing/Gloves and pH Test Strip

Home Products Adhesives, Barbeque wood, Bird/Insect Repellent, Contact Cement, Crack Fillers, Inks, Guitar/Yoyo Friction Stickers, Marker Refills, Mosquito Coil/Vaporiser/Vaporiser Refills, Naphthalene Balls, Scuba/Smoking-Pipe Mouthpieces and Sprays

Hygiene  Cannula, Contact Lens, e-Hookah, Fake Moustache, Female Urination Devices, Menstrual Cups, Needles, Panty Liners, Shaving Products, Smoking Patch, Straws, Sweat Pads, Tampons, Teeth Whitening Products/Wipes, Tissues, Toilet Tissue Aid, Toilet Rolls and Women Intimate Care

Innerwear       Bra Accessories, Briefs, Boxers, Lingerie Sets, Panty, Garter, Trunks and Vests

Jewellery

Coins

Music Instrument Accessories

 

Mouthpiece Cap/Pad/Set, Oils and Polish

 

Party Supplies

Balloons, Candles, Cut-outs, Decoration articles and Whistles

 

Festive Supplies

Hookah Charcoal/Flavor/Mouth-tip, Incense Sticks and Holi/Rangoli Color

 

Personal Care

Conditioners, Creams, Deodorants, Electric Ear Cleaners, Eyebrow/Eyelash/Hair Styling Products, Eye Mask, Face Wash, Face Care/Fairness Products, Fragrance, Fresheners, Gels, Hair Care, Kajal, Lens Solution, Lip Plumper/Stain, Blackhead/Makeup/Nail Paint Removers, Mascara, Mehendi, Nail Sanding Pad, Oils, Oral Hygiene Products, Perfumes, Hand/Toothbrush Sanitizers, Serums, Talc, Sunscreen, Tanning Liquid, Tattoo, Toners and Wigs

Pet Supplies

Aquarium Consumables, Hair Styling, Health Care/Medicinal Products, Horse Girth/Grooming Kit/Braid Tail Bag/Hay/Liniment/Poultice, Inhaler Masks, Litter Box Enclosures, Litter Scoops, Pet Chew, Pet Food/Treat, Pet Pad, Pet Hygiene/Personal Care Products, Poultice, Tail Wraps, Waste Bags and Water Troughs

Can items be returned after the time period mentioned in the seller's Returns Policy?

No, sellers will not be able to accept returns after the time period mentioned in the seller's Returns Policy.

Do I have to return the freebie when I return a product?

Yes, the freebie has to be returned along with the product.

How do returns work?

You can raise a request to return your items with these simple steps:

1. Log into your Filome.ae account

2. Go to My Orders

3. Click on 'Return' against the item you wish to return or exchange

4. Fill in the details and raise a return request

Once you raise a request, you'll get an email and SMS confirming that your request is being processed. Based on the item, your request may be automatically approved or you may be contacted for more details. If the request is approved, the item will be picked up after which you will get a replacement or refund. You can also track the status of your return request instantly from the 'My Orders' section of your  Filome.ae account.

I see the 'Cancel' button but I can't click on it. Why?

A greyed out and disabled 'Cancel' button can mean any one of the following:

1. The item has been delivered already

OR

2. The item is non-refundable (e.g. Gift Card)

 

Return & Exchange

If you are not 100% satisfied with your purchase, you can return it for free and get a full refund.

Just make sure to contact us within 3 days from the day your order is delivered, and ensure that the item is in its original packaging, unworn and in the same condition you received it.

If the item you have received is damaged, defective or not as described on the website, you will receive a full refund along with any shipping fees incurred.

To return the item

1- Call our customer support number or contact us within 24 hours from the day your order is delivered.

2- An email will be sent containing a pre-paid shipping label for you to print and attach to the package. A pick-up will be scheduled by one of our courier services.

3- Pack the item in its original state and packaging. Do not remove any bar code or labels on the box. Hand over the package to the courier representative.

4- Once we receive your returned item, we will inspect it and process your refund.