Thank you for shopping with iPlantBased. We are committed to providing high-quality products and an exceptional shopping experience. Your satisfaction is important to us, and we strive to resolve any issues fairly, efficiently, and in accordance with applicable laws and industry best practices.

This Refund & Returns Policy explains the circumstances under which products may be returned, exchanged, replaced, or refunded when purchased through our website.

By placing an order through our website, you acknowledge that you have read, understood, and agreed to this Refund & Returns Policy.

This Policy forms part of our Terms of Service and should be read together with our Privacy Policy, Shipping & Delivery Policy, and any additional policies published on our website.

1. Our Commitment

At iPlantBased, we carefully curate products that support healthier living and overall wellness. We work with trusted suppliers and maintain quality standards throughout our operations.

If something goes wrong with your order, we will work with you to provide an appropriate solution whenever reasonably possible.

Depending on the circumstances, we may offer:

• a replacement product;
• an exchange;
• a refund to the original payment method;
• store credit;
• another reasonable resolution determined by our Customer Support team.

Each request is reviewed individually to ensure a fair outcome while protecting both our customers and our business from misuse or fraudulent claims.

2. Eligibility for Returns

Unless otherwise stated in this Policy, products may be eligible for return if all of the following conditions are satisfied:

• the return request is submitted within the applicable return period;
• the item remains unused and undamaged;
• the product is returned in its original packaging;
• all labels, accessories, manuals, seals, and promotional items are included;
• the product has not been altered after delivery;
• proof of purchase is provided;
• the item is not listed as non-returnable under this Policy.

Products returned without prior authorization from iPlantBased may be refused.

Return eligibility is determined after inspection of the returned product.

Approval of a return request does not automatically guarantee a refund. Returned items must successfully pass our inspection process before any refund, replacement, exchange, or store credit is issued.

3. Return Window

Unless a different period is required by applicable law or expressly stated on the product page:

• eligible non-food products may generally be returned within 14 calendar days after delivery;
• return requests submitted after the applicable return period may not be accepted;
• products returned outside the approved return period may be refused and returned to the customer.

Certain product categories have shorter or more restrictive return conditions due to hygiene, food safety, health protection, or regulatory requirements.

These exceptions are described below.

4. Non-Returnable Products

To protect customer health, product integrity, and food safety, certain products cannot be returned once delivered except where required by applicable law or where the product is defective, damaged, or incorrectly supplied.

These include, but are not limited to:

Food & Beverages

• fresh fruits and vegetables;
• chilled products;
• frozen products;
• refrigerated items;
• bakery products;
• prepared meals;
• beverages with broken safety seals;
• perishable groceries.

Wellness & Supplements

• vitamins with opened safety seals;
• dietary supplements that have been opened;
• probiotics;
• protein powders after opening;
• herbal supplements after opening;
• nutritional products with broken tamper-evident packaging.

Beauty & Personal Care

• opened skincare products;
• opened cosmetics;
• opened haircare products;
• personal hygiene products;
• oral care products;
• products with broken hygiene seals.

Health & Hygiene Products

• personal care devices that have been used;
• reusable hygiene products after use;
• medical or wellness products intended for personal use once opened.

Other Non-Returnable Items

• gift cards;
• digital products;
• downloadable content;
• personalized or customized products;
• made-to-order items;
• products specifically marked as "Final Sale" or "Non-Returnable";
• clearance items where stated on the product page.

These restrictions help ensure product safety, quality, and compliance with health regulations.

5. Food Safety & Temperature-Controlled Products Policy

Food safety is one of our highest priorities.

Many of the products sold through iPlantBased require strict storage conditions and controlled temperatures throughout transportation and delivery.

For this reason, products requiring refrigeration, freezing, chilled storage, or other controlled conditions generally cannot be accepted for return once they have been successfully delivered.

This policy protects all customers by ensuring that products which have left our controlled supply chain are never resold.

Accordingly, we generally cannot accept returns for:

• refrigerated products;
• frozen products;
• chilled beverages;
• dairy alternatives requiring refrigeration;
• fresh produce;
• prepared meals;
• plant-based meats requiring cold storage;
• temperature-sensitive wellness products;
• any item requiring uninterrupted cold-chain handling.

Returns will also generally not be accepted where:

• the customer changes their mind after delivery;
• the customer orders the wrong item;
• the customer no longer requires the product;
• the customer was unavailable to receive a scheduled delivery;
• delivery is delayed because the customer provided incorrect contact information or address details;
• the customer refuses delivery without a qualifying reason.

However, these restrictions do not apply where:

• the wrong product was delivered;
• the product arrived damaged;
• the product was spoiled upon delivery;
• the product was unsafe for consumption when delivered;
• the product arrived after an unreasonable delay that materially affected its quality;
• another issue is determined by iPlantBased to warrant a replacement or refund.

Customers should inspect all food and temperature-sensitive products immediately upon delivery.

Any issue relating to food quality, spoilage, damage, leakage, incorrect products, or missing items should be reported to our Customer Support team as soon as reasonably possible and preferably within 24 hours after delivery.

Failure to report issues within a reasonable timeframe may affect our ability to investigate and resolve the claim.

6. Damaged, Incorrect or Missing Products

We make every effort to ensure that your order is packed accurately and arrives in excellent condition. However, if you receive a damaged, defective, incorrect, incomplete, or missing item, please notify us as soon as reasonably possible so that we can investigate and resolve the issue.

Customers should inspect their order immediately upon delivery.

To submit a claim, please provide:

• your order number;
• your full name;
• photographs of the product;
• photographs of the outer packaging (where applicable);
• photographs showing the shipping label, if relevant;
• a clear description of the issue;
• details of any missing products.

Whenever possible, claims should be submitted within 24 hours of delivery for food, chilled, frozen, refrigerated, wellness, and other perishable products.

For non-perishable products, claims should generally be submitted within 72 hours after delivery.

Late claims may still be reviewed at our discretion; however, delayed reporting may limit our ability to investigate the issue with our logistics providers or suppliers.

After reviewing the claim, iPlantBased may, at its sole discretion:

• replace the affected product;
• issue a partial refund;
• issue a full refund;
• provide store credit;
• send the missing product;
• provide another commercially reasonable solution.

Additional information or photographs may be requested before a decision is made.

Submitting photographs does not automatically guarantee approval of a claim.

7. Supplements & Wellness Products

Supplements, vitamins, sports nutrition products, herbal products, probiotics, functional foods, and other wellness products are subject to additional health and safety requirements.

To protect product integrity and customer safety, these products may generally only be returned if:

• they remain unopened;
• the original manufacturer's seal is intact;
• the packaging has not been damaged;
• the product has not expired;
• the product remains suitable for resale;
• the return request is made within the applicable return period.

For health protection reasons, we generally cannot accept returns of:

• opened supplements;
• opened vitamins;
• opened protein powders;
• opened probiotics;
• opened nutritional products;
• opened herbal remedies;
• products with broken tamper-evident seals.

These restrictions do not apply where:

• the incorrect product was supplied;
• the product arrived damaged;
• the product was defective upon delivery;
• the product arrived expired or unfit for normal use;
• applicable consumer protection laws require otherwise.

If a manufacturing defect is suspected, iPlantBased may request additional information to assist with an investigation, including photographs, batch numbers, expiry dates, or supplier documentation.

8. Beauty & Personal Care Products

Beauty, skincare, cosmetics, haircare, personal hygiene products, and similar items are subject to hygiene-related return restrictions.

Eligible products may generally be returned only if:

• they remain unused;
• the original packaging is intact;
• hygiene seals remain unbroken;
• safety seals have not been removed;
• the products remain in resaleable condition.

For hygiene and consumer safety reasons, we generally cannot accept returns of:

• opened skincare products;
• opened cosmetics;
• opened makeup products;
• opened shampoos and conditioners;
• opened soaps;
• opened personal hygiene products;
• products showing signs of use;
• products contaminated after delivery.

Where a customer experiences an allergic reaction or other unexpected sensitivity, we encourage them to contact Customer Support promptly.

Each situation will be reviewed individually; however, because individual sensitivities vary, refunds cannot automatically be guaranteed.

Nothing in this Policy limits any statutory rights available under applicable law regarding defective products.

9. Household & Lifestyle Products

Household goods, reusable products, kitchen accessories, cleaning products, lifestyle products, wellness accessories, home organization products, textiles, and similar non-food items may generally be returned if:

• they are unused;
• they remain in their original packaging;
• all accessories are included;
• instruction manuals are included where applicable;
• the products remain suitable for resale;
• the return request is submitted within the applicable return period.

Returns may be refused if:

• products have been assembled;
• products have been installed;
• products have been used;
• products have been altered or modified;
• original packaging has been discarded where necessary for resale;
• components are missing.

If the returned product is received in a condition that materially reduces its resale value, iPlantBased reserves the right to:

• refuse the return;
• issue only a partial refund where permitted by applicable law; or
• return the product to the customer.

10. Marketplace Fulfilment

As iPlantBased continues to expand its marketplace offering, certain products available through our website may be fulfilled directly by approved suppliers, manufacturers, distributors, or marketplace partners.

Where applicable, fulfilment responsibilities may vary depending on the specific product, supplier, shipping method, or fulfilment model.

Regardless of the fulfilment model, iPlantBased remains committed to providing customers with a consistent and reliable support experience.

For marketplace-fulfilled products:

• return eligibility may vary depending on the product category;
• supplier-specific return requirements may apply where permitted by law;
• certain products may require inspection by the original supplier before approval;
• replacement products may be shipped directly by the supplier;
• refund processing times may vary depending on supplier verification.

Where supplier-specific procedures apply, customers will be informed of the relevant instructions during the return process.

Nothing in this section limits any rights available to consumers under applicable law.

iPlantBased reserves the right to coordinate directly with suppliers, logistics providers, manufacturers, payment providers, or marketplace partners when investigating return requests, warranty claims, damaged deliveries, or product quality issues.

All return requests should continue to be initiated through iPlantBased Customer Support unless expressly instructed otherwise.

Customers should not return products directly to suppliers unless authorized by iPlantBased in writing. Unauthorized returns may result in delays, refusal of delivery, or the inability to process a refund or replacement.

11. How to Request a Return

If you believe your order is eligible for a return, replacement, exchange, or refund, you should contact iPlantBased Customer Support as soon as reasonably possible after receiving your order.

To help us process your request efficiently, please provide:

• your full name;
• your order number;
• the email address used to place the order;
• the product(s) concerned;
• the reason for the return request;
• clear photographs of the product and packaging, where applicable;
• any additional information that may assist our investigation.

Additional documentation may be requested depending on the nature of the claim.

Once your request has been received, our Customer Support team will review the information and may:

• approve the return;
• request additional information;
• provide troubleshooting instructions;
• arrange a replacement;
• offer store credit;
• decline the request if it does not meet the requirements of this Policy.

If a return is approved, customers will receive return instructions, including the return address (where applicable) and any shipping requirements.

Products should not be returned without prior authorization from iPlantBased.

Unauthorized returns may be refused or returned to the sender without refund.

12. Return Shipping

Where a physical return is required, customers must follow the shipping instructions provided by iPlantBased.

Return shipping responsibilities depend on the reason for the return.

iPlantBased will generally cover return shipping costs where:

• the wrong item was delivered;
• the product arrived damaged;
• the product was defective upon delivery;
• the shipment was incomplete due to our error;
• another error occurred on our part.

Customers may be responsible for return shipping costs where:

• they changed their mind after purchase;
• they ordered the incorrect product;
• they no longer require the item;
• they provided an incorrect delivery address;
• the return results from circumstances outside iPlantBased's control.

Where permitted by applicable law, original shipping charges, expedited delivery fees, gift wrapping fees, customs charges, duties, taxes, or other non-refundable service charges may not be refunded unless the return results from our error.

Customers remain responsible for ensuring that returned items are packaged securely to prevent damage during transit.

If a returned product is damaged due to inadequate packaging, the return may be refused or only partially refunded where permitted by applicable law.

Where requested, customers may be asked to use a tracked shipping service.

iPlantBased is not responsible for return shipments lost before they are received at the designated return facility.

13. Inspection Process

All returned products are subject to inspection before any refund, replacement, exchange, or store credit is approved.

Inspection helps verify:

• product condition;
• authenticity;
• completeness;
• packaging condition;
• eligibility under this Policy;
• the reason for the return request.

Inspection may include review by:

• iPlantBased Customer Support;
• warehouse personnel;
• logistics partners;
• quality assurance specialists;
• manufacturers or suppliers where appropriate.

If inspection confirms that the product qualifies under this Policy, the requested resolution will be processed as soon as reasonably practicable.

If inspection determines that:

• the product has been used;
• the product has been damaged after delivery;
• parts or accessories are missing;
• hygiene seals have been removed;
• food safety requirements have been compromised;
• the return request falls outside this Policy;

the return request may be refused.

Where legally permitted, products that do not qualify for return may be returned to the customer at the customer's expense.

Photographs taken during inspection may be retained as part of our records.

14. Exchanges

Where appropriate, iPlantBased may offer an exchange instead of a refund.

Exchanges may be available for:

• defective products;
• damaged products;
• incorrect products;
• products affected by shipping errors;
• products approved by Customer Support.

Exchange requests are subject to product availability.

If the requested replacement product is unavailable, iPlantBased may instead offer:

• a comparable replacement product;
• store credit;
• a partial refund;
• a full refund;
• another reasonable solution.

Exchanges are not guaranteed for requests based solely on:

• change of mind;
• personal preference;
• ordering the wrong product;
• dissatisfaction unrelated to product quality.

Each exchange request is assessed individually.

15. Store Credit

In certain situations, iPlantBased may offer store credit as an alternative to a refund.

Store credit may be offered where:

• both parties mutually agree;
• replacement inventory is unavailable;
• a customer prefers future purchases;
• a commercial resolution is appropriate.

Unless otherwise stated:

• store credit may only be used on purchases made through the iPlantBased website;
• store credit cannot be exchanged for cash except where required by applicable law;
• store credit is non-transferable unless expressly stated otherwise;
• store credit may be subject to an expiration period where permitted by applicable law.

If store credit is issued, customers will receive confirmation containing the applicable value and redemption instructions.

Acceptance of store credit in place of a refund may constitute full settlement of the relevant claim unless otherwise agreed in writing.

Nothing in this section limits any mandatory consumer rights that cannot be excluded under applicable law.

16. Refund Process

Where a refund is approved, iPlantBased will process the refund using the original payment method whenever reasonably practicable, unless otherwise required by applicable law or agreed with the customer.

Approval of a return request does not automatically constitute approval of a refund. Refunds are generally processed only after:

• the return request has been approved;
• the returned product has been received (where applicable);
• the returned product has successfully passed inspection;
• all necessary verification has been completed.

Where a physical return is not required, refunds may be processed following completion of our investigation.

Refund amounts may vary depending on the circumstances of the claim.

Where permitted by applicable law, refunds may include:

• the full purchase price;
• a partial refund;
• the purchase price excluding non-refundable service charges;
• another amount agreed between iPlantBased and the customer.

Unless required by law, refunds generally do not include:

• express delivery charges;
• premium delivery services;
• gift wrapping services;
• customs duties;
• import taxes;
• governmental charges;
• services already performed.

If only part of an order qualifies for a refund, only the eligible items will be refunded.

Where promotional discounts, coupons, bundled pricing, loyalty rewards, or special offers were applied to an order, refund amounts may be adjusted to reflect the actual amount paid for the returned product.

17. Payment Method Refunds

Approved refunds are generally issued to the original payment method used for the purchase.

Depending on the payment method, refunds may be processed through:

• credit cards;
• debit cards;
• digital wallets;
• Apple Pay;
• Google Pay;
• Shop Pay;
• other approved payment providers.

Refund processing times vary depending on:

• the payment provider;
• the issuing bank;
• card network processing;
• weekends;
• public holidays;
• security verification procedures.

Although iPlantBased will initiate approved refunds promptly, we cannot guarantee the speed at which financial institutions process or post refunded amounts.

Customers should allow sufficient processing time before contacting Customer Support regarding delayed bank postings.

Where a payment method is no longer available, customers may be asked to provide additional information to facilitate an alternative refund method where legally permissible.

For orders paid using gift cards, promotional credits, loyalty credits, or store credit, refunds may be issued in the same form of payment unless otherwise required by law.

18. Order Cancellations

Customers may request cancellation of an order before it has entered processing, packing, or shipment.

While we will make reasonable efforts to accommodate cancellation requests, submission of a cancellation request does not guarantee that cancellation will be possible.

Once an order has entered fulfilment, packing, dispatch, or has been handed to a delivery partner, cancellation may no longer be possible.

If cancellation cannot be completed before shipment, the order will instead be handled under this Refund & Returns Policy.

Orders containing:

• fresh food;
• chilled products;
• frozen products;
• made-to-order products;
• personalized products;
• special-order items;
• limited availability products;

may not be eligible for cancellation once preparation has commenced.

Where payment has already been captured, any approved refund following cancellation will be processed in accordance with this Policy.

19. Refused Deliveries

Customers are responsible for accepting delivery at the agreed delivery location and ensuring that accurate delivery information has been provided.

If a customer refuses delivery without a valid reason recognized under this Policy or applicable law, additional charges may apply.

Examples include:

• providing an incorrect delivery address;
• failing to be available during the agreed delivery window;
• refusing delivery after dispatch because of a change of mind;
• refusing products that were correctly supplied and in satisfactory condition.

Where products are returned to us following a refused delivery, iPlantBased reserves the right, where permitted by applicable law, to deduct from any refund:

• return shipping costs;
• failed delivery charges;
• handling fees;
• costs associated with disposal of perishable products that cannot legally be resold.

Temperature-controlled, refrigerated, chilled, frozen, and other perishable products that cannot safely be returned to inventory may not qualify for a refund if delivery is refused without an eligible reason.

Nothing in this section limits a customer's rights where products were damaged, defective, unsafe, incorrectly supplied, or otherwise failed to meet applicable legal requirements.

20. Force Majeure

iPlantBased shall not be responsible for delays, interruptions, failures, or inability to perform obligations under this Policy where such events result from circumstances beyond our reasonable control.

These circumstances may include, without limitation:

• natural disasters;
• floods;
• fires;
• earthquakes;
• severe weather;
• pandemics;
• epidemics;
• governmental actions;
• changes in applicable law;
• customs delays;
• border restrictions;
• strikes;
• labour disputes;
• transportation disruptions;
• utility failures;
• internet outages;
• cyberattacks;
• supplier failures;
• logistics disruptions;
• acts of terrorism;
• civil unrest;
• war or armed conflict.

Where reasonably possible, iPlantBased will make commercially reasonable efforts to minimise disruption and resume normal operations as soon as practicable.

During a Force Majeure event, certain services, deliveries, return processing times, refunds, replacements, or customer support response times may be delayed.

Nothing in this section excludes any rights that cannot lawfully be limited under applicable consumer protection legislation.

21. Fraud Prevention

iPlantBased is committed to protecting both our customers and our business from fraudulent activity.

To maintain a fair shopping environment, we reserve the right to investigate any return, refund, exchange, replacement, or store credit request that appears suspicious, inconsistent, or abusive.

Examples of conduct that may result in additional review include, but are not limited to:

• repeated claims for damaged or missing products;
• excessive return requests;
• inconsistent explanations regarding returned items;
• submission of altered or misleading photographs or documentation;
• attempts to return products different from those originally supplied;
• returning products that have clearly been used where returns are not permitted;
• misuse of promotional campaigns to obtain refunds or credits;
• chargebacks submitted without first contacting Customer Support to resolve the issue;
• suspected fraudulent payment activity.

During an investigation, iPlantBased may request additional information, including:

• proof of identity;
• proof of purchase;
• photographs or videos;
• confirmation of delivery details;
• communication with the delivery recipient;
• any other information reasonably necessary to verify the claim.

Where fraudulent activity is reasonably suspected, iPlantBased reserves the right, to the fullest extent permitted by applicable law, to:

• refuse a refund, replacement, exchange, or store credit;
• cancel pending orders;
• suspend or restrict customer accounts;
• decline future transactions;
• report suspected unlawful activity to the appropriate authorities;
• pursue any legal remedies available.

These measures are intended solely to protect customers, suppliers, and the integrity of our marketplace.

22. Abuse of this Policy

Our Refund & Returns Policy is designed to provide fair protection for genuine customers while preventing misuse.

We reserve the right to refuse future return or refund requests where a customer has demonstrated a pattern of unreasonable or excessive return activity, including:

• repeatedly purchasing products with the intention of returning them;
• repeatedly ordering multiple variations solely for comparison;
• abusing goodwill gestures;
• making false claims;
• intentionally damaging products;
• refusing deliveries without legitimate cause;
• engaging in conduct that causes unreasonable operational costs.

Each case will be assessed individually.

Nothing in this section limits any statutory rights available under applicable consumer protection laws.

23. Consumer Rights

Nothing in this Refund & Returns Policy is intended to exclude, restrict, or limit any rights or remedies that customers may have under applicable consumer protection laws of the United Arab Emirates.

Where any provision of this Policy conflicts with mandatory legal requirements, the applicable law shall prevail to the extent of that conflict.

Customers retain all non-excludable rights relating to:

• defective products;
• products not matching their description;
• products that are unsafe;
• products that fail to meet applicable legal standards;
• other rights that cannot legally be waived.

This Policy should be interpreted consistently with all mandatory consumer protection legislation applicable to transactions conducted through the iPlantBased website.

24. Limitation of Liability

To the maximum extent permitted by applicable law, iPlantBased's liability in connection with any purchase, return, refund, replacement, exchange, or use of products purchased through our website shall be limited to the amount paid by the customer for the relevant product.

Except where liability cannot lawfully be excluded, iPlantBased shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including but not limited to:

• loss of profits;
• loss of business;
• loss of revenue;
• loss of anticipated savings;
• loss of goodwill;
• loss of opportunity;
• business interruption;
• data loss;
• personal inconvenience arising from delivery delays;
• indirect financial losses.

Nothing in this Policy excludes or limits liability for:

• fraud or fraudulent misrepresentation;
• death or personal injury caused by negligence where liability cannot legally be excluded;
• any liability that cannot be limited under applicable law.

25. Changes to this Policy

iPlantBased reserves the right to modify, update, or replace this Refund & Returns Policy at any time to reflect changes in:

• applicable laws and regulations;
• business operations;
• marketplace functionality;
• logistics processes;
• supplier relationships;
• payment methods;
• customer service procedures;
• product categories.

The most current version of this Policy will always be published on our website.

Changes become effective immediately upon publication unless otherwise stated.

Continued use of our website or placing orders after updated policies are published constitutes acceptance of the revised Policy.

Where required by applicable law, customers will be notified of material changes through appropriate communication channels.

26. Governing Law & Dispute Resolution

This Refund & Returns Policy shall be governed by and interpreted in accordance with the laws of the United Arab Emirates, including the laws and regulations applicable in the Emirate of Dubai, unless mandatory consumer protection laws require otherwise.

The parties agree to make reasonable efforts to resolve any dispute through good-faith discussions before commencing formal legal proceedings.

If a dispute cannot be resolved amicably, it shall be submitted to the courts of the Emirate of Dubai, United Arab Emirates, which shall have exclusive jurisdiction, except where applicable law provides otherwise.

Nothing in this section limits any mandatory rights granted to consumers under applicable law.

27. Contact Information

If you have any questions regarding this Refund & Returns Policy, wish to request a return, report an issue with your order, or require assistance with a refund, please contact us using the details below.

Customer Support

Email: support@iplantbased.ae

Website: https://iplantbased.ae

When contacting us, please include:

• your full name;
• your order number;
• the email address used to place the order;
• the product(s) concerned;
• a description of the issue;
• photographs where applicable.

Providing complete information will help us investigate your request and provide a faster resolution.