Returns Process

How do I return an order?
You can return your products in 3 easy ways.
I. Request a return online
1. Go to Order History in My Account, select the products you want to return and place a return request.
   For Click & Collect orders, registered customers should select the pickup location from their saved addresses, however if you are a guest customer, reach out to the call centre to place your return request and pickup address form.
2. Wrap and seal your products in their original packaging.
3. Our courier partner will get in touch with you to schedule a pick-up. Hand over your returns and they’ll give you an acknowledgement receipt.
4. We’ll check your returns and credit your refund to your card, bank account, PayPal or Tabby account within 4-15 days. If you’ve paid by cash, you’ll receive a refund to My Credit in your account. Guest users who have paid by cash will receive a Return Voucher.
II. Return to Store
1. Wrap your products in their original shipping packaging and bring them along with your invoice to any Centrepoint store in the UAE. You can also return Splash products to a Splash store, Babyshop products to a Babyshop store, Lifestyle products to a Lifestyle store and Shoe Mart products to a Shoe Mart store. Please note, Iconic products can only be returned to an Iconic store.
2. Hand over your return - an authorised staff member will take your package.
3. After we check your returns, we'll process your refund. If you’ve paid by cash, you can ask for a cash refund, a Credit Note that you can spend in-store or online, or a refund to My Credit in your account. If you’ve paid by card, you can receive a refund to your card or opt for a Credit Note. If you've used PayPal or Tabby, you can ask for a PayPal or Tabby refund or a Credit Note.
III. Call for a pick-up
1. Wrap and seal your products in their original packaging.
2. Call us on 800-MYCP (800-6927) to schedule a pick-up time and location.
3. Our courier partner will get in touch with you to schedule a pick-up. Hand over your returns and they’ll give you an acknowledgement receipt.
4. We’ll check your returns and credit your refund to your card, bank account or PayPal account within 4-15 days. If you’ve paid by cash, you can opt for a transfer to your bank account or a refund to My Credit in your account. If you’re a guest user, you will receive a Return Voucher.
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Can I return my CentrepointStores.com purchases to a Landmark store?
Yes, you can now drop off your Splash, Babyshop, Lifestyle, Shoe Mart or Centrepoint returns at any Centrepoint store across the UAE.
Here’s what you need to do:
1. Visit your nearest store: Wrap your items in their original shipping packaging and bring it along with your invoice to any Centrepoint store in the UAE.
2. Hand over your return: An authorized staff member will take your package.
3. Receive your refund: After we check your returns, we'll process your refund. If you’ve paid by cash, you can ask for a cash refund or a Shukran Voucher that you can spend in-store or online. If you’ve paid by card, you can receive a refund to your card or opt for a Credit Note.
Please note, you can only return your Iconic purchases to an Iconic store. And don't forget to check the returns policy first to see which products we don't take back.
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Can I return my online purchases including ‘sourced from’ products to a Landmark store?
Yes, you can now drop off your Splash, Babyshop, Lifestyle, Shoe Mart Shoexpress, or Centrepoint returns at any Centrepoint store across the UAE. For ease of return and refunds, you must need to ensure the product codes are intact.
Here’s what you need to do:
1. Visit your nearest store: Wrap your items in their original shipping packaging and bring it along with your invoice to any Centrepoint store in the UAE.
2. Hand over your return: An authorized staff member will take your package.
3. After we check your returns, we'll process your refund:
           - If you’ve paid by cash, you can ask for a cash refund, a Credit Note or a refund to My Credit in your account. Splash, Lifestyle, Shoemart and Babyshop Credit Notes can be redeemed for purchases of each corresponding brand, either online or in-store. You will not be able to redeem Shoexpress Credit Notes in Centrepoint stores, however - you will need to do so online or in a Shoexpress store.
           - If you’ve paid by card, you can receive a refund to your card or opt for a Credit Note.
           - If you've used PayPal or Tabby, you can ask for a PayPal or Tabby refund or a Credit Note.
Don't forget to check the returns policy first to see which products we don't take back.
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To which store can I return my Shoexpress purchases from CentrepointStores.com?
You can return your Shoexpress purchases from CentrepointStores.com to any Centrepoint store. We're sorry, but you won't be able to return them to a Shoexpress store.
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Can I book a return online?
Yes, you can make your return online in a few easy steps:
1. Go to the Order History page in your My Account section.
2. Click on the order from which you want to return products.
3. Select the specific products you want to return.
4. Click ‘Return selected items’.
After you’ve raised a return request, our courier partner will get in touch with you to schedule a pick-up time. Wrap and seal your products in their original packaging and hand them over.
Please do check our returns policy first to know which products you can return.
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Are there products I cannot return by raising an online return request?
You will not be able to return any Babyshop product you've ordered using scheduled delivery. This usually includes any product that requires assembly.
Please check our returns policy for a full list of products you can't return.
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When will you pick up the products I want to return?
When you call us to request a return, we'll arrange a convenient time and day for our delivery partner to pick up your items.
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Will you still accept a return if I've discarded the packaging?
Yes. When scheduling a return by calling us on 800-MYCP (800-6927), please wrap the returned products before handing them over to our courier partner.
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How do I get a refund if I paid for my order by Credit or Debit Card?
If you've paid for your order by Credit or Debit Card, your refund will be credited to your card or bank account. Here's how long it will take:
1. 2-3 business days to receive your returned items.
2. 2 business days to perform a quality check and issue the refund.
Your bank or card issuer may take an additional 2-15 business days to process the transaction.
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How do I get a refund if I paid for my order by PayPal?
Your refund will be credited to your PayPal account. Here's how long it will take:
1. 2-3 business days to receive your returned items.
2. 2 business days to perform a quality check and issue the refund.
It may take an additional 4-15 business days for the transaction to be processed and your money to reflect in your PayPal account.
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How do I get a refund if I paid for my order by cash?
Here’s how it works:
Return to store – If you pay by cash and then return a product to one of our stores, we'll give you a cash refund. You can also opt for a Credit Note that you can spend online or in-store, or a refund to My Credit in your account.
Call for a pickup – You can ask Customer Support to transfer your refund to your bank account, or opt for refund to My Credit in your account. Guest users can opt for a Return Voucher.
Online return – We’re sorry, we won’t be able to offer you a cash refund or a bank transfer. You'll receive a refund to My Credit in your account, while guest users will get a Return Voucher.
Credit Notes and Return Vouchers are single-use vouchers valid for 6 months from the date of issue. Splash, Lifestyle, Shoemart and Babyshop Credit Notes and vouchers can be redeemed for purchases of each corresponding brand, either online or in-store. You will not be able to redeem Shoexpress Credit Notes and vouchers in Centrepoint stores, however - you will need to do so online or in a Shoexpress store.
My Credit refunds go to the My Credit section in your account and can be used to shop any of our online brands.
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How do I get a refund if I paid for my order by Tabby?
In case the refund amount is less than the remaining amounts, the remaining amounts will be adjusted accordingly.
If the refund amount is greater than the remaining amounts, the remaining payments will be canceled, and the remaining amount will be refunded accordingly.
How long does a refund take?
In the UAE, the amount is returned to the card used for the payment process, and this takes 5-10 working days.
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I just returned my order. When will I receive my refund?
Here's how long it will take:
1. 2-3 business days to receive your returns.
2. 2 business days to perform a quality check and issue the refund.
If you've paid by cash, you have two choices:
1. You can opt for an instant refund to Shukran Pay wallet in your account (if you're a registered user) or a Return Voucher (if you're a guest user). Shukran Voucher are usually emailed to you within 48 hours of the quality check.
2. You can call our Customer Service team and request a bank transfer. You’ll need to fill in your bank details on the form emailed to you. It will then take us an additional 7 days to transfer the amount to your bank account.
If you've paid for your order by Shukrans, you'll receive a refund to Shukran Pay wallet in your account.
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I just cancelled an order. When will I get my refund?
Here’s how your refund works:
1. If you've paid for your order by Credit Card, Debit Card, PayPal or Tabby, your refund will be credited to your card, bank account, PayPal. Your bank or card issuer may take an additional 4-15 business days to process the transaction.
2. If you’ve paid using a Return Voucher or Shukrans, you'll receive a refund to My Credit in your account, or a Return Voucher if you're a guest user.
3. As you know, if you’ve selected Cash on Delivery, there will be no refund as you’ve not yet paid for your order.
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