Returns & Refunds Policy

Last Updated: October 2026

At SuppsBay, product authenticity, safety and proper handling are important. Because many of our products are dietary supplements, sports nutrition products and consumable goods, special return conditions apply to protect product integrity and customer safety. This Policy does not limit any mandatory rights available to consumers under UAE law.

Change-of-Mind Returns

SuppsBay may accept a change-of-mind return requested within 7 calendar days of delivery, provided that the product:

  • has not been opened;
  • has not been used;
  • remains factory sealed;
  • has not been tampered with;
  • remains in its original packaging;
  • includes all accessories/items originally supplied;
  • is in resalable condition; and
  • has been stored appropriately after delivery.

SuppsBay may inspect returned products before approving a refund. Approval of a return request does not automatically mean that a refund has been approved.

Supplements That Have Been Opened

For safety, hygiene and product-integrity reasons, we generally cannot accept a change-of-mind return for a supplement once: the seal has been broken, the packaging has been opened, the product has been consumed or used, or its storage/integrity can no longer reasonably be verified. This restriction does not apply where the customer has rights under applicable law because the product was defective, unsafe, damaged, expired, incorrectly supplied, materially different from its description or otherwise legally returnable. UAE consumer-protection rules specifically recognise circumstances where the nature or packaging of goods can prevent resale, while preserving rights relating to defective or non-conforming goods. UAE Legislation

Damaged, Defective or Incorrect Products

Please contact SuppsBay promptly if you receive:

  • the wrong product;
  • a damaged product;
  • an item with a broken or compromised seal;
  • an expired product;
  • a product materially different from what you ordered;
  • an incomplete order; or
  • a product that appears defective.

Where possible, notify us within 48 hours of delivery and provide photographs of the product, packaging and shipping label. The 48-hour request is intended to help us investigate courier and fulfilment issues quickly and does not remove any mandatory statutory rights you may have. After verification, SuppsBay may, as appropriate and in accordance with applicable law: replace the product, refund the applicable amount, or provide another legally appropriate remedy. UAE consumer law requires remedies in cases involving defective goods and e-commerce legislation provides return/replacement rights for goods received defective, incomplete, damaged or contrary to their stated description. UAE Legislation

Short-Dated Products

Where a product is specifically advertised as short-dated, clearance, or with a disclosed expiry date before purchase, the customer accepts that disclosed condition. This does not affect rights relating to a product that is expired, unsafe or materially different from what SuppsBay represented at the time of purchase.

Refunds

Once a refund is approved, SuppsBay will initiate it through the appropriate payment method or another method agreed with the customer where necessary. Banks and payment providers may require additional processing time after SuppsBay submits a refund. SuppsBay is not responsible for processing time controlled solely by the customer's bank, card issuer or payment provider.

Delivery Charges on Returns

Where the return results from an error by SuppsBay or a defective, damaged or incorrect product, SuppsBay will handle applicable return costs as required by law. For an approved change-of-mind return, original delivery charges and return collection costs may be non-refundable or deducted from the refund where permitted by law.

Promotional Products and Bundles

Where a product was purchased as part of a bundle, gift-with-purchase or promotional offer, SuppsBay may require all related products or promotional items to be returned before issuing a full refund. If only part of a bundle is returned, the refund may be recalculated based on the actual price or discount applicable to the retained products.

Coupon Refunds

Coupons, promotional credits and discount codes generally have no cash value. Where an order purchased with a coupon is refunded, the maximum refund will normally be the amount actually paid by the customer for the relevant products. SuppsBay is not required to reissue an expired, single-use or campaign-specific coupon unless required by the applicable promotion terms or law.

Return Abuse

SuppsBay may investigate accounts showing unusual or abusive return activity, including repeated false damage claims, manipulated evidence or misuse of promotional offers. We may restrict future transactions where reasonably necessary to prevent fraud or abuse, subject to applicable law.

How to Request a Return

Contact: Email: contact@suppsbay.com Please include your order number and reason for the request.

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