Return & Refund Policy

Stela Mobility Medical Equipment Trading L.L.C

At Stela Mobility, we are committed to providing high-quality medical mobility products and ensuring customer satisfaction. This Return & Refund Policy is established in accordance with UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection and applicable regulations.

1. General Policy

Customers may request a return, exchange, or refund under the conditions outlined below.

In accordance with UAE consumer protection regulations, customers are entitled to remedies if products are defective, damaged, or not as described.

2. Return Eligibility

You may request a return if:

  • The request is made within 7 days of delivery
  • The product is unused and in original condition
  • The product is in its original packaging with all accessories
  • Proof of purchase (invoice or receipt) is provided

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless defective:

  • Used or assembled wheelchairs
  • Personal-use medical items and hygiene-related accessories
  • Customized or special-order products
  • Clearance or final sale items

4. Damaged or Defective Products

If your product is defective, damaged during delivery, or not as described, you are entitled to one of the following at no additional cost:

  • Free repair
  • Replacement
  • Full refund

Please notify us within 48 hours of delivery and provide photos or videos as evidence.

5. Change of Mind Returns

We may accept returns for non-defective products under the following conditions:

  • Request is made within 7 days
  • Product is unused and in resale condition
  • Customer covers return shipping or collection costs

Refunds for change of mind may be:

  • Store credit or exchange (preferred)
  • Refund subject to a restocking fee of up to 15%

6. Refund Process

Once your return is approved:

  • Inspection will be completed within 2–5 business days
  • Refund will be processed within 5–10 business days

Refunds are issued via:

  • Original payment method
  • Or store credit (faster processing)

Note: Processing time may vary depending on your bank or payment provider.

7. Delivery & Return Costs

  • If the return is due to a defect or error from Stela Mobility: Free pickup
  • If the return is for change of mind: Customer bears delivery/collection fees

8. Warranty & After-Sales Support

All applicable products are covered by manufacturer warranty.

We provide after-sales support, including repair and maintenance. If a product defect persists, a replacement or refund may be provided in accordance with UAE law.

9. Order Cancellation

  • Orders can be cancelled before dispatch for a full refund
  • If already shipped, cancellation will be treated as a return

10. Refusal of Returns

We reserve the right to refuse returns if:

  • The product shows signs of use or damage not caused by delivery
  • The return request is outside the allowed timeframe
  • The product is not returned in its original condition

11. Compliance with UAE Law

This policy complies with UAE Consumer Protection Law and applicable e-commerce regulations. Nothing in this policy limits the statutory rights of consumers under UAE law.

12. Contact Us

If you have any questions or would like to request a return or refund:

📞 Phone / WhatsApp: +971 52 594 2287
📧 Email: contact@stelamobility.ae
📍 Location: Al Naboodah Garhoud Building – 66 Sheikh Rashid Rd – Al Garhoud – Dubai – United Arab Emirates