We want you to shop with ATP Trading confidently. This policy applies to product orders within the UAE and ATP Membership. It does not limit your rights under applicable UAE consumer protection laws.
You may request a change-of-mind return within 3 calendar days of receiving the product, provided it is unopened, unused and in its original condition, with packaging seals intact and any accompanying accessories and product-specific gifts included.
This covers eligible supplements, skincare, and water and soil products. Change-of-mind returns are not accepted after opening, using or installing a product, device or filter. This restriction does not apply to defective, damaged or incorrectly supplied products.
For change-of-mind returns, you pay the actual return shipping cost, which we explain before arranging the return. Original delivery charges are not refundable where delivery was correctly completed. We do not retrospectively charge original delivery fees on an order that received free delivery.
If a product arrives defective, damaged, expired or different from your order, contact us as soon as you discover the issue. We will arrange the appropriate remedy, including replacement, repair or refund as applicable to the circumstances and your legal rights, without charging you to remedy an issue for which we are responsible.
We will not reject a claim merely because the packaging was opened to discover a defect. The 3-day change-of-mind return period does not remove your rights relating to defects. Do not continue using a product that appears damaged or unsafe. Keep the product and packaging where possible to assist assessment.
Contact info@atpgroupservices.ae or WhatsApp +971 56 958 6422 with your order number or proof of purchase, the product name and the reason for your request. Include photographs showing the issue if available. We may request further information to assess the case.
We will provide return instructions, including the return address or collection arrangements. Please do not send products before receiving these instructions. Acceptance of a product for inspection does not itself confirm refund approval. We will communicate the outcome and explain any rejection.
An approved product refund is based on the amount actually paid after discounts. We do not charge an administrative fee or deduct payment gateway fees from a refund that is due. Shipping is handled according to the reason for return as explained above, without limiting legal rights for defective or incorrectly supplied products.
We issue approved refunds to the original payment method within 5 business days of final approval. Your bank or payment provider may take additional time to display the credit. For Tabby or Tamara payments, we submit the refund to the provider so it can adjust instalments under its procedures. Do not assume instalments are cancelled until the provider confirms this.
Contact us as soon as possible to request cancellation. If the order has not shipped and fulfilment can be stopped, we will cancel it and refund the payment. Once dispatched, the relevant return conditions apply.
A free store account is separate from membership. You may request a refund of paid membership fees within 7 calendar days of purchase or renewal, provided you have not used any membership benefits during the relevant membership period, including member discounts or free delivery granted because of membership.
If the refund is approved, membership will be cancelled and its benefits and future renewals will stop. After benefits have been used or the 7-day period has passed, change-of-mind membership refunds are not available. This does not limit your legal rights for billing errors or failure to provide an entitled service.
You can cancel membership through your account or by contacting us. Cancellation stops future renewals and ends benefits on the effective cancellation date. Check your cancellation confirmation for that date, or contact us before confirming cancellation if it is unclear. Cancellation does not automatically issue a refund; a refund must be requested under the conditions above.
Complimentary membership has no paid fee to refund.