At Diapoint, our customers are important to us. Our goal is to ensure you are 100% satisfied with your purchase.

Return and Exchange Policy

Damaged or Incorrect Orders

If any product you have purchased from us is damaged or your order is incorrectly filled, you may return your product within 15 days from the date of delivery. 

• The product must be returned with the original packaging, sealed, and unopened.
• All returns must be accompanied by the original receipt.
• If the product has been used, the product’s original box was opened, or the original seal was removed, we will decline the refund and return the product back to you.
• A product will not be accepted as returned until the customer has been notified that it is accepted for return.

Exchange Eligibility

• The product must be returned with the original packaging, sealed, and unopened.
• If the product has been used, or the product’s original box was opened, or the original seal was removed, we will decline the exchange and return the product back to you.
• A product will not be accepted until the customer has been notified that it is accepted for exchange.
• We only exchange items if they are defective, damaged, or if the wrong item was sent.

Exceptions To Returns

Please note that the following items cannot be returned:

• Products that have been used, tampered with, or are not in their original condition and packaging.
• If you want to return a product with defects, not from the manufacturer's side, then we may or may not accept the return/exchange. A decision will be made on a case-by-case basis.
• Personal care, vitamins, dietary supplements, and sports nutrition products are not eligible for return.
• Beauty (Skin Care, etc.), Essential oils, fragrances, and Health products that are opened or used will not be accepted.
• Personal hygiene items such as innerwear, lingerie, or anything that requires sanitation.
• Products with missing labels or accessories.
• Gift cards and stationery items.

Return Process

To initiate a return or exchange, please send an email to info@diapointme.com with your order details and the reason for the return. If approved, you will receive instructions on how to proceed.

Refunds

Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund. If approved, it may take up to five (5) to fourteen (14) business days for the refund to be credited to your credit card. Please note that the time may vary depending on your bank or credit card company.

Late or Missing Refunds

If you have not received your refund yet, please follow these steps:

1. Check your bank account to ensure the refund has not been posted.
2. Contact your credit card company as processing times can vary by provider.
3. Reach out to your bank to confirm if there is any additional processing time required.

If you have completed these steps and still have not received your refund, please contact us at customerservice@diapointshop.com for further assistance.

Prepaid Orders

For prepaid orders, our delivery driver will proceed to the specified location even if there is no response to a call. Upon arrival, the driver will ring the bell or call you. If there is no response and the option to leave the package at the door has not been selected, the driver will leave the premises and reattempt delivery on the next working day. To ensure timely receipt of your order, we strongly recommend that you remain available to answer calls or messages during the expected delivery time.

General Conditions For All Returns

If the returned product doesn’t meet our return guidelines, we may need to send it back to you, and unfortunately, we won’t be able to process a refund.

• Delivery Attempts For Returned Products:
  • If the product is eligible for return but is rejected during the process, we will attempt to deliver it back to you two (2) times.
  • If the product is not eligible for return, we will only attempt delivery one (1) time.
• Holding Period:
  
  • If we’re unable to deliver the product after these attempts, we will hold it at our fulfillment center for three (3) business days. During this time, you can request another delivery by contacting our customer care team.
• Final Attempt:
  
  • If you request another delivery within three (3) days, we will try to deliver it within two (2) business days.
    
  • If we don’t hear from you within the holding period, the product will be disposed of, and you will no longer be eligible for a refund or compensation.
• Return Costs:
  • Defective or Incorrect Products: If the return is due to a defective or incorrect product, Diapoint will cover the return shipping costs.
  • Change of Mind or Incorrect Returns: If the return is due to a change of mind or if the returned item was not purchased from us, you will be responsible for the return shipping costs and any additional handling fees.

If you have any questions regarding a return, please contact Diapoint Customer Service at info@diapointme.com

International Shipping Policy: Local Tariffs And Taxes

At Diapoint, we strive to provide our valued customers with a seamless and enjoyable shopping experience, including smooth international shipping. However, it's essential to understand that when ordering products from outside your own country, additional charges in the form of local tariffs and taxes may apply.

1. Duties, Taxes, and Tariffs

• All international orders may be subject to import duties, customs fees, tariffs, and local taxes levied by the destination country, which are the responsibility of the customer.
• For our US customers, please note that recent changes in U.S. trade law have ended the de minimis exemption for imports into the United States. As a result, all shipments to the U.S. are now subject to tariffs, regardless of value or origin. Customers in the U.S. should anticipate these additional costs that their government requires them to pay. You can read more about these changes here.
• Diapoint Shop cannot influence or waive duties, tariffs, or taxes applied by local governments. Refusal to pay these charges may result in your order being returned or destroyed by customs, in which case Diapoint cannot issue a refund for the product, shipping charges, or any duties, taxes, or other fees paid.
• By placing an order with Diapoint Shop, you agree to accept full responsibility for any duties, tariffs, or customs fees associated with your shipment.
• Actual fees may vary based on local customs authorities, courier brokerage charges, applicable government policies, and changes in laws and regulations at the time of delivery.

2. Customer Responsibility
Any local tariffs, taxes, or customs duties imposed by your country's government are the sole responsibility of the customer, who acts as the importer.

Diapoint is not responsible for any local customs duties, taxes, or tariffs that may apply to international orders. These charges are determined by local authorities and vary depending on your country and order value. Customers are responsible for paying these fees directly to the customs office to receive their order.

3. Refused or Unclaimed Shipments
If you refuse to pay local tariffs, taxes, or customs duties, resulting in the shipment being returned to us, Diapoint reserves the right to charge you for any additional costs incurred, including return shipping fees and any applicable customs charges. 

Shipping Rates and Times

Shipping charges for domestic and international orders. are non-refundable.

Please note that the shipping time mentioned excludes public holidays and weekends, except where a public holiday delivery is specifically requested and subject to a surcharge. 

You can track your shipment online via the assigned courier with the tracking number for your order.

Domestic Shipping (UAE)

• Standard Shipping (Next-Day): Delivery within 2-3 days, excluding weekends and public holidays.
• Priority Shipping (Same-Day): Orders must be placed before 12:00 PM (noon) for same-day delivery. Same-day delivery is only applicable in Dubai, Abu Dhabi, Ajman, and Sharjah.

Domestic Shipping Rates – Non-Temperature Controlled

• For Standard & Priority, three attempts will be made for each delivery; after three delivery attempts, it will be considered a new delivery.
• For Bullet Run, only one delivery attempt will be made. Any further attempts will be charged as a new delivery.
• Priority shipments (Same-Day) are only applicable in Dubai, Abu Dhabi, Ajman, and Sharjah. The cut-off time to book is 12:00 noon
• An excess weight charge for shipments above 10 kg will be charged at AED 1.25 per kilo.
• Standard shipments (Next-Day) to all emirates cut-off time to book is 04:00 pm.
• Standard (Next-Day) dispatch/delivery timings are between 9:00 am and 9:00 pm.
• Priority (Same-Day) (only applicable in Dubai, Abu Dhabi, Ajman, and Sharjah) dispatch/delivery timings are between 3:00 pm and 10:00 pm.
• Rates are for non-temperature-controlled vehicles only.
• Rates are subject to change with 15 days’ notice.
• All rates exclude VAT.

Domestic Shipping Rates – Temperature-Controlled

• Shipment will be picked up a day prior to the scheduled delivery, cut off to book is 4 pm.
• An excess weight charge for shipments above 5 kg will be charged at AED 3 per kilo.
• Remote Areas delivery will be charged extra at AED 60/delivery/box.
• Standard dispatch/delivery timings are between 9:00 am and 9:00 pm
• Public Holiday Surcharge: a 100% increase on the mentioned prices.
• Extra boxes under one AWB will be charged at AED 7 per box.
• Rates are subject to change.
• Card or Cash on Delivery service is not available.
• All rates exclude VAT.
  

International Shipping

• Delivery time typically ranges from 5-15 business days. International deliveries may take several days depending on customs procedures in your country. Import duties and customs fees may apply and are the customer’s responsibility.

• Diapoint is not responsible for any local customs duties, taxes, or tariffs that may apply to international orders. These charges are determined by local authorities and vary depending on your country and order value. Customers are responsible for paying these fees directly to the customs office to receive their order.

Sale & Discounted Items

If a sale item is returned and refunded, the refund will be for the discounted price paid by the customer at the time of purchase.

Stock Dependability

If the goods you have ordered are not in stock, you will be notified and given the option to wait until the goods are available, request an alternative product, or cancel your order.

Exchanges Of Gifts

If an item was purchased as a gift and shipped directly to you, and you wish to return it, you will receive a gift credit equivalent to the value of the returned item. Once we receive and process the return, a gift certificate will be mailed to you. 

Returns Shipping

You are responsible for paying the shipping costs to return your item. These shipping costs are non-refundable. If you receive a refund, the original shipping cost paid at the time of purchase will not be included in the refund amount.

To return your product, send your product to:

Jeebly LLC 
Attention to: Diapoint
10 24A Street, Al Quoz 3, Dubai, UAE
+971589714251

The time it takes for your returned product to reach us may vary depending on your location. For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee the safe receipt of your returned item. We are not able to provide refunds for items we do not receive.

EU Right of Withdrawal 

1. Who does this apply to?

This Right of Withdrawal applies only to consumers residing in the European Union (EU) where applicable under EU consumer protection legislation and only for purchases that are eligible under those laws.

2. Your Right of Withdrawal

If you are an eligible EU consumer, you have the right to withdraw from your purchase within 14 calendar days without giving any reason.

The withdrawal period expires 14 calendar days after the day on which you, or a third party indicated by you (other than the carrier), receive the product(s).

To exercise your right of withdrawal, you must notify Diapoint by submitting our online EU Right of Withdrawal Request Form before the withdrawal period expires.

Submitting a withdrawal request does not automatically entitle you to a refund. Your request will be reviewed to determine whether it meets the applicable legal requirements and whether any exemptions apply.

3. Information Required

To help us identify your purchase, your withdrawal request should include:

• Your full name
  
• Email address used for the purchase
  
• Order number
  
• Product(s) concerned
  
• Date the product was received
  
• Any additional comments (optional)

4. What Happens After You Submit Your Request?

Once we receive your request:

1. We will acknowledge receipt of your withdrawal request.
2. Our team will review your request and determine whether the products are eligible for withdrawal.
3. If your request is eligible, we will provide you with return instructions, including the return address and any additional requirements.
4. After we receive and inspect the returned product(s), we will process any applicable refund in accordance with EU consumer legislation and these Terms.

5. Returning the Product

Unless otherwise agreed or required by applicable law:

• Customers are responsible for arranging and paying the cost of returning eligible products to Diapoint.
  
• Returned products should be sent promptly after receiving our return instructions.
  
• Products should be packaged appropriately to avoid damage during transit.

We recommend using a tracked shipping service, as customers remain responsible for returned products until they are received by Diapoint.

6. Condition of Returned Products

Returned products should:

• be returned in good condition;
  
• include all original accessories, components, and documentation where applicable;
  
• be returned with their original packaging where reasonably possible.

Customers are responsible for any diminished value of goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

7. Product Inspection

Upon receipt, returned products will be inspected by our fulfilment team to verify:

• product identity;
  
• eligibility for withdrawal;
  
• product condition;
  
• completeness of the returned contents;
  
• whether any legal exemption applies.

8. Refunds

Where a withdrawal request is accepted:

• refunds will be processed using the original payment method wherever possible;
  
• refunds may be withheld until the returned goods have been received, or until satisfactory proof of return has been provided, whichever occurs first;
  
• if express or premium shipping was selected, only the cost of standard delivery may be refundable where required by applicable law.

9. Products That May Not Be Eligible for Withdrawal

The Right of Withdrawal does not apply, or may cease to apply, in circumstances permitted under applicable law, including but not limited to:

• products made to the customer's specifications or clearly personalised;
  
• sealed products that have been opened after delivery, where they are not suitable for return due to health protection or hygiene reasons;
  
• digital products or downloadable content once performance has begun with the customer's prior consent and acknowledgement of the loss of the withdrawal right where required by law;
  
• services that have been fully performed with the customer's prior consent and acknowledgement where required by law;
  
• any other products or services excluded from the Right of Withdrawal under applicable EU consumer protection legislation.

10. Medical and Health-Related Products

Certain medical, healthcare, hygiene and diabetes-related products sold by Diapoint may be exempt from the Right of Withdrawal where permitted by applicable law.

Eligibility will be assessed individually based on the nature of the product, whether it has been opened, and the relevant legal requirements.

11. Contact

If you have any questions regarding your Right of Withdrawal, please contact Diapoint Customer Support before returning any products. Questions should be sent to us at info@diapointme.com. 

For eligible EU customers, withdrawal requests should be submitted using our dedicated EU Right of Withdrawal Request Form.