• How can I raise a complaint for a refund?

    If your product is under warranty as per the policy, you can always raise a complaint for a refund.

    Follow the below steps

    Step 1: Sign In to your account from the top "right corner" on the website or click here




    Step 2:After login, go to your "profile icon" at the top right corner of the website and click "My Orders" or click here



    Step 3:On "Orders" tab, click on "File Complaint" button of that particular order that you want to be refunded.



    Step 4:On "Complaints" page, check mark the "Select item(s)" box of a product that you want to be refunded, and then click "Next".



    Step 5:Provide details in the "Description box" and click "Next"



    Step 6:Upload images (if you have) and click "Upload & Next". You can also click "Skip" if you do not have product images.



    Step 7:Fill out the information and click "SUBMIT COMPLAINT".



    Step 8:Read all the "Terms & Conditions", and click "Agree & Submit".



    Step 9:Your complaint has been submitted.


    Our team will get back to you within 2 working days.

    NOTE: You can always check the status of your complaint. Follow this guide


    How can I check the status of my Refund Complaint?

    You can login to your account to check the status of your refund complaint. Please follow the below steps:

    Step 1: Sign In to your account from the "top right corner" on the website or clickhere



    Step 2:After login, go to your profile icon at the top right corner of the website and click "My Orders" or clickhere



    Step 3:On "Orders" tab, you will see all of your orders. Click "View Complaint" to check the status of your Refund Complaint.



    Step 4:You can see the details of your complaint. You can also upload additional images to help us better assist you to resolve the issue.


    Can I exchange the product instead of refund?


    No, you will only be given a refund or a coupon. Please note that the amount of the refund will only cover the cost of the product. Delivery and payment processing charges are non-refundable.

    Are there any refund charges?

    There will be no charges on the refund. Entire amount of the product will be refunded, except the Delivery and Payment processing charges (if any).

    I have not got the refund amount in my account?

    The refund usually takes 7 working days (once processed from our side) depending on the payment method of your order.

    Card Refunds:
    Refunds for online paid orders will be refunded back to the same card which was used to make the payment. Once the refund is processed by AWOK an email will be sent to the customers registered email address with details.

    Once you receive the email, please contact your bank to follow up

    Cash Refunds:
    Refunds for COD (Cash on Delivery) orders will be processed via Al Ansari Exchange. Once the refund is processed by AWOK, Al Ansari will send a text message with the transaction reference number on the registered mobile number.

    Note: All cash refunds must be collected within 30 days once processed.

    How to withdraw Refunds from Ansari Exchange?

    Once a cash refund is processed by AWOK, Al Ansari will send a text message with the transaction reference number in the registered mobile number updated in the complaint ticket.

    • Al Ansari will verify the name with government issued identity card before handing over the cash
    • Al Ansari reserves the right to decline refund if there is any mismatch in the name so it is imperative that while creating the complaint name is updated as per the government issued identify card.