1. Scope by Country

• United Arab Emirates: Products are eligible for return. 
• Saudi Arabia, Kuwait, Bahrain, Qatar: Products are non-returnable — If you receive a damaged, defective,  expired, or incorrect item, this is handled on a case-by-case basis by our Customer Care team.

2. Return Eligibility (UAE only)

To be eligible for a return or refund, all of the following must be met: 

• The request is made within 7 days of delivery. 
• The product is unused, unopened, and in its original sealed packaging. 
• The product is in its original condition with all seals, labels, and tamper-evidence intact. 
• Valid proof of purchase (order number or receipt) is provided. 

3. Hygiene & Product Safety Exclusions (UAE only)

For health, hygiene, and safety reasons, the following cannot be returned or refunded once delivered, unless faulty or  incorrectly supplied: 

• Any nutritional supplement, protein powder, food, or consumable product where the seal has been opened or broken.
• Products where tamper-evidence or safety seals have been removed.

This exclusion does not affect your rights where a product is defective, damaged, expired, or not as described.

4. Faulty, Damaged, or Incorrect Items (UAE)

If you receive an item that is damaged, defective, expired, or different from what you ordered: 

• Report it within 48 hours of delivery with photographs of the product and packaging. 
• We will arrange collection and provide a replacement or full refund at our expense, including any delivery charge  paid.

5. Return Process (UAE only) 

1. Contact Customer Care at customercare@optimumnutritionarabia.com/+971-58-5681914 within 48 hours of delivery. 
2. Provide your order number, a short description of the issue, and supporting photographs. 
3. Our team will confirm eligibility and arrange pickup from your address. 
4. Once we receive and inspect the returned item, we will process your replacement or refund. 

6. Faulty, Damaged, or Incorrect Items (Non-UAE) 

Since products are non-returnable in these countries, damaged, defective, expired, or incorrect items are reviewed case by  case: 

• Contact Customer Care at customercare@optimumnutritionarabia.com/+971-58-5681914 within 48 hours of delivery, with your order number, a description of the  issue, and supporting photographs. 
• Our team will assess each case individually and determine the resolution — which may include a replacement,  partial or full refund, or store credit, at our discretion. 
• Outside of confirmed damage, defect, expiry, or incorrect fulfilment, orders in these countries are final and not  eligible for return.

7. Refund Terms

• Refunds are issued to the original payment method. 
• Delivery charges are non-refundable except where the return or resolution results from our error or a faulty product.
• Applicable VAT is refunded when a product is returned or a resolution is agreed (UAE), or when a case-by-case  resolution includes a refund (other countries). 
• Card refunds may take up to 14 business days to appear on your statement, depending on your bank.

8. Order Cancellation 

Orders may be cancelled before dispatch for a full refund, in any country. Once an order has been dispatched, Sections 1–7  above apply based on destination.

9. Contact 

For returns, refunds, or case-by-case reviews, contact Customer Care at customercare@optimumnutritionarabia.com/+971-58-5681914, Sunday–Thursday, [hours]. 

This policy is subject to change at the discretion of Optimum Nutrition Arabia. Customers are encouraged to review the current version prior to purchase. Nothing in this policy limits any non-excludable statutory consumer rights available in the customer’s country of residence.