Buyer Protection & Refund & Returns Policy

“ Memoire.ae” has “Buyer Protection Program” which aims to help buyers to ensure that their purchases are protected in the following cases:

 First Case: Receipt of Non-Conforming Goods but still in its Original Condition

 In case of the Buyer purchases and receives goods that differ from the offered specifications or differ in value or specifications for what is mentioned in the offer page, the Buyer could request protection according to “Buyer Protection Program”.

• This program includes a clause that provides compensation thereto from “ Memoire” for the value of the goods only. The Buyer shall contact the Customer Service of “ Memoire” and ask to return the purchased goods or submit a complaint through the website.
• The objection should be made by the Buyer within 3 days only from the date of receiving the product. (Period of Protection submitted by “ Memoire)
• Returning the product or disbursement of any compensation shall not be approved in case of non-availability of the conditions for acceptance products’ returning described below.
• Upon the Management of “ Memoire” receives the sent communication; the required actions shall be to investigate the case and the details thereof. If it is decided (by “ Memoire”) that the purchased goods are non-conforming; “ Memoire “shall indemnify the Buyer under the website’s policy and as seen appropriate by the Management of “ Memoire” based on the details of each case. 

1. “ Memoire” shall bear the freight fees paid for shipping the commodity to the Buyer
2. “ Memoire” shall bear the freight fees of returning the commodity from the Buyer.
3. “ Memoire” shall bear the customs fees and the other governmental fees paid for freighting the product to the Buyer.
4. “ Memoire” shall bear the customs fees and the other governmental fees paid for returning the product from the Buyer.
5. If “ Memoire” does not approve the returning request submitted by the Customer and the Customer refuses to receive the returned commodity which is rejected by “ Memoire” then “ Memoire” shall be entitled to dispose thereof without referring to the Customer.

 Second Case: Non-receipt of the Purchased Goods by the Customer.

  If the Buyer purchases goods and does not receive the purchased goods; then the Buyer can ask for the protection according to the “Buyer Protection Program”.

 The Buyer Protection Program involves reimbursement by “ Memoire” to the buyer of the value of the item only. The Buyer should contact Customer Service for “ Memoire” or submit a complaint through the website.

 If the Buyer does not receive the purchased item due to an error made by the Buyer in inserting the address to which the goods shall be forwarded; the Buyer shall incur the following fees:

• The Buyer shall bear the freight charges paid for loading the commodity to the wrong address
• The Buyer shall bear the freight charges related to returning the item thereto from the wrong address
• The Buyer shall bear the customs fees, the insurance, and the other government fees paid for freighting the product thereto at the wrong address
• The Buyer shall bear the customs fees, the insurance and the other government fees paid for returning the product from the wrong address
• The Buyer shall bear all the other required fees such as freight charges, insurance, and any other customs fees or government fees to return the commodity to the right address.

After the Management of “ Memoire” receives the sent communication; the required actions shall be to investigate the case and the details thereof. If it is decided (by  Memoire) that the purchased goods have not been received; “  Memoire “shall compensate the Buyer under the website’s policy and as seen appropriate by the Management of “ Memoire” based on the details of each case.

 Third Case:  In case of returning the product due to a defect in the product, while the product is still in its original condition

  If the Buyer rejects within 3 days from receiving the product (Protection Period provided by “ Memoire”)

  If the Buyer purchases goods and discovers that there is a defect in the product while the product is in its original case; then the Buyer can ask for the protection according to “Buyer Protection Program”.

• This program includes a clause that provides compensation thereto from “ Memoire” for the value of the goods only. The Buyer shall contact the Customer Service of “ Memoire” and ask to return the purchased goods or submit a complaint through the website.
• The objection should be made by the Buyer within 3 days only from the date of receiving the product. (Period of Protection submitted by “ Memoire)
• Returning the product or disbursement of any compensation shall not be approved in case of non-availability of the conditions for acceptance products’ returning described below.
• After the Management of “ Memoire” receives the sent communication, the required actions shall be taken to investigate the case and the details thereof. If it is decided (by Memoire) that the purchased goods have a defect therein and are still in their original case without opening them; “ Memoire “shall compensate the Buyer under the website’s policy and as seen appropriate by the Management of “ Memoire” based on the details of each case. 

1. “ Memoire” shall bear the freight fees paid for shipping the commodity to the Buyer
2. “ Memoire” shall bear the shipping fees of returning the commodity from the Buyer.
3. “ Memoire” shall bear the customs fees and the other governmental fees paid for freighting the product to the Buyer.
4. “ Memoire” shall bear the customs fees and the other governmental fees paid for returning the product from the Buyer.
5. If “ Memoire” does not approve the returning request submitted by the Customer and the Customer refuses to receive the returned commodity which is rejected by “ Memoire”; then “ Memoire” shall be entitled to dispose thereof without referring to the Customer.
6. In case of receiving the parcel from the shipping company in a damaged condition and before opening it; please do not receive the parcel from the shipping company and contact customer service immediately or submit a complaint through the website.
7.  

 If the Buyer rejects after 3 days from the receipt of product (only in case of approval of returning the product)

  The approval of “ Memoire Management” of returning the product is required. The Buyer shall not - in any case - be entitled to oblige “ Memoire” to take back the product if the Buyer does not reject within the Protection Period which is 14 days from the receipt of the product.

 Returning the product or disbursement of any compensation shall not be approved in case of non-availability of acceptance conditions of products’ returning described below.

• The Buyer shall bear the freight charges which are paid for shipping the commodity thereto
• The Buyer shall bear the freight charges related to returning the commodity thereto
• The Buyer shall bear the customs fees, the insurance, and the other governmental fees paid for freighting the product thereto
• The Buyer shall bear the customs fees, the insurance, and the other governmental fees paid for taking back the product therefrom.
• If “ Memoire” does not approve the returning request submitted by the Customer and the Customer refuses to receive the returned commodity which is rejected by “ Memoire”; then “ Memoire ” shall be entitled to dispose thereof without referring to the Customer.

Fourth Case:  In case of returning the product due to the desire of the Customer while the product is still in its original condition

 If the Buyer rejects within 3 days from receiving the request (Protection Period provided by “ Memoire”)

 If the Buyer purchases goods and desires to return the product while the product is still in its original case without opening it; then the Buyer can ask for the protection according to “Buyer Protection Program”.

• This program includes a clause that provides compensation thereto from any billing.com for the value of the goods only. The Buyer should contact the Customer Service of “ Memoire” and ask to return the purchased commodity or submit a complaint through the website.
• The objection should be made by the Buyer within 3 days only from the date of receiving the product. (Period of Protection submitted by “ Memoire)

Returning the product or disbursement of any compensation shall not be approved in case of non-availability of the conditions for acceptance products’ returning described below.

1. The Buyer shall bear the freight charges, which are paid for shipping the commodity thereto
2. The Buyer shall bear the freight charges related to returning the commodity thereto
3. The Buyer shall bear the customs fees, the insurance and the other governmental fees paid for freighting the product thereto
4. The Buyer shall bear the customs fees, the insurance and the other governmental fees paid for taking back the product therefrom.
5. If “ Memoire” does not approve the returning request submitted by the Customer and the Customer refuses to receive the returned commodity which is rejected by “ Memoire” then “ Memoire” shall be entitled to dispose thereof without referring to the Customer.

  If the Buyer objects after 3 days from the receipt of request (only in case of approval of returning the product)

 The approval of “ Memoire Management” for returning the product is required. The Buyer shall not - in any case - be entitled to oblige “ Memoire ” to take back the product if the Buyer does not object within the Protection Period which is 3 days from the receipt of the product. 

1. The Buyer shall bear the freight charges, which are paid for shipping the commodity thereto 
2. The Buyer shall bear the freight charges related to returning the commodity thereto
3.   The Buyer shall bear the customs fees, the insurance and the other governmental fees paid for freighting the product thereto
4.  The Buyer shall bear the customs fees, the insurance and the other governmental fees paid for taking back the product therefrom.

• If “ Memoire ” does not approve the returning request submitted by the Customer and the Customer refuses to receive the returned commodity which is rejected by “ Memoire”; then  "Memoire” shall be entitled to dispose thereof without referring to the Customer.