Refund policy

Return & Refund Policy – M3sar

Thank you for visiting and shopping at M3sar. Please review our return and replacement terms below so you know what to expect before you receive your new gear.

RETURNS & REFUNDS

Our return policy lasts 14 calendar days from the day you receive your purchase.

If more than 14 days have passed, we unfortunately cannot offer a refund or exchange.

Manufacturing Defects

If your item has a verified manufacturing defect, we will be responsible for repairing or replacing the product.

Return Requirements

To be eligible for a return:

The item must be unused, re-sellable, and in the same condition as received.
The item must be in its original packaging with all tags attached.
Items not returned in their original packaging are not eligible for a refund.

Processing Time at M3sar

We always aim to support our customers, but please allow 1–3 business days to process returns and refunds.

Non-Returnable / Non-Refundable Items

The following items cannot be returned or refunded:

Nutrition products
Hygiene-related products
Bib shorts and similar intimate apparel
Custom-made items
Gift cards
Hazardous or DG materials (flammable products, gases, batteries)

Additional rules:

Each return/refund is assessed case by case.
Items with tampered or removed labels/tags are not eligible.
The original sales invoice is required.
Bicycles, trainers, or technical items are subject to a manufacturer-authorized service center inspection report before approval.
If packaging is incomplete, or the product is damaged or scratched, exchange/refund will not apply.
GPS devices (sports watches, cycling computers) can only be returned if unregistered.

If you paid for a delivery service, delivery fees are non-refundable, unless the item is faulty or an incorrect product was sent.

Sale Items

Only regular-priced items are eligible for refunds.

Sale, promotion, clearance, or Black Friday items cannot be refunded.

Proof of Purchase

A receipt or proof of purchase is required to complete your return.

Please do not send items back to the manufacturer.

Always return them to M3sar so we can investigate and assist correctly.

Partial Refunds

Partial refunds may be issued in these situations:

Items not in original condition, damaged, or with missing parts not caused by us.
Items returned after more than 14 days.
Items returned as part of multiple orders.
Incomplete items.
Packaging with minor soiling or opened packaging where the product is unused → 15% restocking fee applies.
For partial returns, M3sar may void discounts, and the customer may be liable to pay the full listed price.

Refunds Process

After we receive the item, a QC inspection is carried out by our technician or service partner.
You will be notified of approval or rejection of your refund via ecommerce@m3sar.ae.
If approved, the refund will be issued to your original payment method.
Bank processing times may vary.
Service and delivery charges are non-refundable once completed.
Returned items must reach us before the refund is processed.
Items returned after 14 days will not be refunded but a store credit may be issued instead.

If you still haven’t received your refund, please contact:

📧 ecommerce@m3sar.ae

Exchanges

If you received:

A damaged item
The wrong product
An incomplete order

Please contact us at ecommerce@m3sar.ae with:

Photos of the product
A description of the issue
Your order number

We may be able to resolve the issue without additional delivery charges.

Items can be exchanged if defective, damaged, or purchased by mistake.

In-store exchanges and returns are possible, but refunds must be processed online.

Damages

M3sar follows strict quality control when packing orders.

However, we are not liable for products damaged or lost by the shipping carrier.

If your order is damaged upon arrival:

Contact us within 24 hours at ecommerce@m3sar.ae.
Keep all packaging materials.
Provide clear images of the damaged product.
No returned items will be accepted without prior communication and supporting photos.