Exchange and Return Policy

Your Satisfaction with Your Book Matters to Us

At Al Hikma Publishing & Distribution, we ensure that your books reach you in the condition you expect, and that your experience with us is clear and seamless—from choosing the book to receiving it.

If you encounter any issue with your order, or wish to exchange or return a book, please review the following terms and procedures to learn how to submit and track your request.

When Can You Request an Exchange or Return?

You can submit an exchange or return request within 48 hours from the date of receiving the order, subject to the following conditions:

• The book must be in its original condition, unused, and undamaged by the customer.
• Proof of purchase or the order number must be provided.
• Adherence to the conditions outlined in this policy, while honoring consumer rights under the applicable laws of the United Arab Emirates.

An eligible exchange or return request will not be rejected solely because the book packaging was opened, provided that opening it was necessary to inspect its condition or discover a defect/non-conformity.

What If You Receive a Damaged or Incorrect Book?

If you receive a book different from the one you ordered, or notice damage, a printing defect, or missing pages, please contact our Customer Service team.

We will review and verify the case, and take the appropriate action for an exchange or return.

If an error or product defect is confirmed, the store will bear the processing and shipping costs associated with the exchange or return, according to the case and statutory rights.

To facilitate processing your request, please retain the book and its packaging, and attach photos illustrating the issue when necessary.

Can You Return a Book Without Any Defect?

You may request an exchange or return if you change your mind about purchasing the book, provided that the return conditions outlined in this policy are met, while honoring statutory consumer rights.

In this case, the customer may be responsible for return shipping fees, if applicable, and will be informed of these fees before completing the process.

Are Certain Books Subject to Different Terms?

Some products may be subject to special conditions, including:

• Customized books or books printed on special request.
• Digital products once access has been provided.

Special terms for these products are clarified prior to purchase when applicable, without prejudice to consumer rights in the event of a defect or non-conformity.

How to Submit an Exchange or Return Request?

You can submit your request by reaching out to our Customer Service team via Email or WhatsApp.

Please provide us with the following information:

1. Order Number: To help us access your purchase details.
2. Book Title: Specifying the book to be exchanged or returned.
3. Reason for Request: Explaining the issue or reason for the return.
4. Illustrative Photos: In case of damage, defect, or product discrepancy, if necessary.

Upon receiving your request, our Customer Service team will review it and contact you within two business days to clarify the next steps, provide the return address, or arrange product pickup.

Call to Action (CTA): Contact Customer Service

How Are Refunds Processed?

After receiving the book and verifying its condition or establishing eligibility for a return, the refund will be approved according to standard procedures:

• The amount will be refunded to the original payment method whenever possible.
• The refund process typically takes 7 to 14 business days after receiving the product and verifying return eligibility, depending on bank or payment gateway procedures, adhering to any applicable statutory timeframes.
• If payment was made through a payment provider or installment service such as Tabby or Tamara, refund processing or installment adjustments may vary according to the service provider, if used for the order.

We will guide you through the specific procedures for your request when you contact Customer Service.

Need Assistance?

We are here to help with any inquiries regarding your order or return/exchange procedures.

The Al Hikma Publishing & Distribution team is pleased to receive your inquiries and assist you in taking the right steps for your case.

Contact Us

To learn more about order processing and delivery timelines, you can visit our Shipping and Delivery page.

This policy applies to orders placed through the Al Hikma Publishing & Distribution store, taking into account consumer rights and applicable laws in the United Arab Emirates.

Draft Last Updated: October 13, 2026.