EN
Last updated: March 19, 2024
This policy is designed to outline the procedures and guidelines for cancelling orders, initiating exchanges, and facilitating refunds with BORK LUXURY GENERAL TRADING L.L.C. (“BORK/We/Us/Our”) in a transparent and efficient manner.
Please take a moment to review the policy details to familiarize yourself with our procedures and requirements. Should you have any questions or require further clarification, our customer service team is readily available to assist you.
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Cancellation Policy
- Customers have the option to cancel their orders before the scheduled pickup date at our Boutique.
- Cancellation of orders shall be at Customer’s own discretion without the need for a reason thereto.
- Cancellation requests shall be done by calling our customer service number at +971 4 510-28-00, sending an email to dubaimall@bork.com, sending a message via WhatsApp to your personal assistant or visiting our Boutique.
- If the order is not picked up within 7 days of the scheduled pickup date, it will be automatically cancelled.
- In case of the prepaid orders cancellation, the paid amounts are to be refunded to you through the original payment method used for the purchase. The refund processing may take up to 10 business days. The Bank may apply additional charges. BORK shall not be liable for any additional charges applied by the respective Banks or delays in the refunds caused by the Banks.
- Completed orders cannot be cancelled.
- BORK reserves the right to amend or modify this cancellation policy at any time without prior notice.
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Exchange and Refund Policy
At BORK, we strive to ensure the utmost satisfaction of our customers with every purchase. However, we understand that there may be instances where an exchange or return is necessary. To facilitate a seamless exchange, return and refund process, please review our exchange and refund policy outlined below:
- In case of a faulty product, the defective product, after inspection by BORK, will be exchanged for a new one free of charge. After exchange, you should carefully inspect the new product and confirm it has no defects by signing the receipt.
- If the faulty product cannot be repaired and in case of impossibility to replace it, you are entitled to a full refund. Refund of the required amount is made within 10 working days from the date of submission of the relevant claim and shall be processed through the same card on which the original transaction took place.
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To initiate an exchange, please contact our customer service team at +971 4 510-28-00, via e-mail, by sending a message via WhatsApp to your personal assistant, by visiting our Boutique, or by sending a written request to our address: BORK LUXURY GENERAL TRADING L.L.C., Dubai, the Dubai Mall, land area Burj Khalifa, plot No. 156-0, Land DM no 345-897, Makani No. 26889 87732, unit No. SF 012.
- Provide your order details and reason for exchange to facilitate the process.
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The written request shall contain the following information:
- Your full name and passport details;
- The full name of the product with the article number. Reason for the return and exchange of the product;
- Purchase date;
- The chosen exchange option;
- Your signature.
- Our customer service team will guide you through the exchange procedure.
- Upon approval, you will be provided with instructions for exchanging or returning the product(s) to our Boutique.
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Inspection and Approval:
- Please note that BORK reserves the right to assess the eligibility of the purchased products before accepting them for exchange or return. This includes reviewing the condition of the products.
- Upon receiving the returned product(s), our team will inspect them to ensure they meet the eligibility criteria stated in the consumer protection laws of the UAE.
- If the product(s) pass inspection, we will proceed with the exchange or return process.
- In case the product(s) do not meet the eligibility criteria, we reserve the right to refuse the exchange and return the product(s) to you.
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Exchange Options:
- If a failure of the product arising from conditions of preservation, storage, handling, installation or other causes for which are responsible, is discovered, you shall have the right to elect either to return the product and have its price refunded, or to replace or repair the product without consideration.
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Depending on product availability and your preference, you may choose to exchange it for an alternative item of equal, lesser or greater value, subject to availability.
- If the exchanged product is of lesser value, the price difference will be refunded to you through the original payment method.
- If the exchanged product is of greater value, you shall pay the price difference.
- The Bank may apply additional charges. BORK shall not be liable for any additional charges applied by the respective Banks or delays in the refunds caused by the Banks.
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Final Discretion:
- BORK reserves the right to amend or modify this exchange and refund policy at any time without prior notice.
- All decisions regarding exchanges, including eligibility and approval, are at our sole discretion and are final.
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Answers to questions
For more information, you can always contact the support service by calling +971 4 510-28-00. BORK Experts will promptly solve all questions that you may have.
Customer support service hours:
Every day from 10 AM to 11 PM Dubai time.
AR
سياسة الإلغاء والاسترجاع والاسترداد
آخر تحديث: 19 مارس 2024
تم تصميم هذه السياسة لتحدد إجراءات وإرشادات إلغاء الطلبات وبدء عمليات التبادل وتسهيل عمليات الاسترداد مع شركة بورك لكجري للتجارة العامة ش.ذ.م.م.. ("بورك/نحن/لنا") بطريقة شفافة وفعالة.
يرجى أخذ لحظة للاطلاع على تفاصيل السياسة لتتعرف على إجراءاتنا ومتطلباتنا. إذا كان لديك أي أسئلة أو كنت بحاجة إلى مزيد من التوضيح، ففريق خدمة العملاء لدينا متاح على الفور لمساعدتك.
إجابات الأسئلة
لمزيد من المعلومات، يمكنك دائمًا الاتصال بخدمة الدعم عن طريق الاتصال على 97145102800+. سيقوم خبراء بورك بحل جميع الأسئلة التي قد تكون لديك على الفور.
ساعات خدمة دعم العملاء:
كل يوم من الساعة 10 صباحًا حتى 11 مساءً بتوقيت دبي.