Returns, Cancellation & Refund Policy

01Cancelling an order

• You can cancel an order yourself from “My account & orders” by pressing “Cancel order”, as long as the supplier has not started processing it.
• Once processing or shipping has started it can no longer be cancelled; you can request a return after delivery under the terms below.
• If a cancelled order was paid online, the full amount is refunded to the same payment method.

02When can I return an item?

You can request a return within 14 days of delivery if:

• the item arrived damaged or defective;
• it does not match the specifications or quantity stated on the product page or invoice;
• you received a different item from the one ordered.

The item must be in its original condition, unused and not installed, and you must keep the invoice.

03Non-returnable items

• Steel cut or bent to order, and products made to custom sizes.
• Ready-mix concrete and mixed aggregates once unloaded on site, and opened cement bags.
• Any item stored or used improperly after delivery.

These exclusions do not apply if a manufacturing defect or non-conformity is proven on delivery.

04How to request a return

• Open “My account & orders”, choose “Details” on the order, press “Return request” next to the item and describe the reason.
• The supplier reviews your request within 3 business days; you are notified of the decision by e-mail and can follow it from your account.
• Once approved, we agree with you on a date to collect or return the item.

05Refunds

• After the returned item is received and inspected, the amount is refunded to the original payment method: cards and Apple Pay through Paymob, bank transfers to your bank account.
• Refunds appear in your account within 5–14 business days, depending on the card-issuing bank.
• Delivery fees are refunded when the return is due to a defect or an error on our or the supplier’s side; refunds include the VAT paid on them.

06Contact

For any question about cancellations or returns, contact us at info@memaar-hub.com or 966548117362 with your order number.