Refunds, Returns & Cancellations.

For anything you buy from us at a distance — through this website, our apps or over WhatsApp — you may cancel within 14 days of receiving the goods and you do not have to give us a reason. This right comes from Cabinet Decision No. 66 of 2023, the Executive Regulations to Federal Law No. 15 of 2020 on Consumer Protection.

To use it, email orders@afsa.ae or message us on +971 54 595 9540 with your order number. Send the item back within 14 days of telling us, unused and in its original packaging with all accessories.

The cooling-off right does not apply to the categories UAE law excludes, because we cannot resell them safely:

• Fresh and perishable goods: Anything ordered through Daily Fresh — produce, chilled and frozen items, bakery and dairy. If an item arrives spoiled, damaged or past date, that is a defect claim under section 04, not a return.
• Made-to-order and personalised items: Goods manufactured, configured, cut or engraved to your specification, including bespoke LED and fit-out builds.
• Opened hygiene-sealed goods: Personal care consumables and similar sealed products once the seal is broken.
• Digital reports and downloads: Assessments, generated documents and downloadable files, once you have opened or downloaded them.
• Services already performed: A service that has been fully delivered at your request within the cooling-off window. Partially delivered services are refunded pro-rata for the part not yet performed.

Personal Care bookings — car wash, at-home services and similar appointments — can be cancelled or rescheduled free of charge up to 4 hours before the appointment window starts. Inside that window our provider is already committed and en route, so we may retain a call-out fee of up to 25% of the booking value.

If we or our partner cancel, arrive outside the agreed window, or cannot complete the service, you get a full refund — including any delivery or call-out fee — with no deduction.

Federal Law No. 15 of 2020 entitles you to a remedy when goods are defective, unfit for their stated purpose or not what was described. Report it within 7 days of delivery — or as soon as a hidden defect appears — and we will repair, replace or refund at your choice for the first 30 days.

We pay the return shipping on faulty, damaged, incorrect or incomplete orders. You pay return shipping only when you are exercising the no-reason cooling-off right in section 01.

• Timing: We refund within 14 days of receiving the returned goods, or within 14 days of agreeing the refund where nothing is being sent back.
• Method: Always back to the original payment method, in AED. We cannot redirect a refund to a different card or account — that is a fraud-prevention rule imposed by the card schemes, not our preference.
• Amount: The full price you paid including VAT. Standard delivery is refunded too on a full-order return; if you paid extra for express delivery, we refund the standard rate.
• Bank clearing: Once we release a refund, your bank typically posts it in 5–10 working days. That leg is outside our control; we will give you the refund reference so you can trace it.

Partner plans, calculator subscriptions and recruitment plans renew automatically until cancelled. You can cancel at any time from your dashboard or by emailing support@afsa.ae. Cancelling stops the next renewal and keeps your access running to the end of the period you have already paid for.

We do not pro-rate part-used periods after the 14-day cooling-off window on the first charge of a new subscription. We will always email you before a price change takes effect, and you may cancel without penalty at that point.

Some listings are fulfilled by independent partners rather than by us. Where that is the case it is shown on the product or booking page before you pay. This policy still sets the minimum standard those partners must meet, and you may raise any return or refund with us directly — we will resolve it with the partner rather than sending you to them.

Contact support@afsa.ae first — we aim to resolve refund disputes within 7 working days. If we cannot agree, you may escalate free of charge to the UAE Ministry of Economy & Tourism — Consumer Protection Department on 600 522 225. Nothing in this policy removes that right or any other statutory right you have as a consumer in the UAE.