Returns & Refunds

Returns are handled case by case. There is no automated returns portal on this site, and nothing should be sent back before we have agreed it. Contact us first with your order number, the product name, and photographs of the item and the packaging it arrived in.

Email wbwarehouses@gmail.com or call +971 56 494 7977. We will tell you whether the item can come back, what condition it has to be in, how it should travel, and what will be refunded if it is accepted. Get that agreement in writing before you book any transport.

Ask early. A problem reported on the day of delivery leaves us far more room to help than one raised weeks later, after the equipment has spent time in a salon.

If the goods have not left us yet, cancelling is faster than returning. You can cancel your own order while its status is still Pending or Confirmed, either from your account or by contacting us. After that the order is in progress and any change is treated as a return.

A card order that has not been paid is cancelled automatically after 60 minutes and its stock goes back to the catalogue. Nothing is charged, so there is nothing to refund. If you still want the goods, simply order again.

Cash on Delivery orders are not cancelled automatically. If you no longer want one, tell us, because otherwise it stays live.

This catalogue runs from consumables costing a couple of dollars to salon furniture weighing several hundred kilos. One rule cannot be fair to both, so four broad classes are treated differently: small accessories, large installed equipment, hygiene-sensitive goods, and made-to-order items.

Small accessories, tools and spare parts are the simplest. Unused, complete and in their original packaging, they can usually come back.

Large equipment and furniture travels as freight. Once it has been assembled, plumbed, wired or fixed in place, it is no longer stock we can offer to the next buyer as new, and moving it a second time carries a real risk of damage. These items are assessed one by one, and installation is normally the point beyond which a return is no longer possible.

Made-to-order and special-order goods, including items built, upholstered or configured to your specification and stock brought in solely for your order, cannot usually be returned. They were never part of general stock and there is no other customer waiting for them. If an item you are considering falls into this class, ask us before ordering and we will confirm it.

Anything that touches skin, hair or nails, and anything intended for single or personal use, cannot be returned once it has been opened. That includes consumables, creams, gels, oils and waxes, disposable or porous items, blades, needles and cartridges, brushes, applicators and similar tools.

If the seal is intact and the item unopened, ask us. If it has been opened, used on a client, or its packaging has been broken, we cannot take it back, however good it looks. This is not a judgement about your salon: it is that no professional buyer after you can be told the item has never been used.

A hygiene-sensitive item that arrives damaged, contaminated or wrongly supplied is a different matter, and is dealt with in the section on faults below.

Equipment must come back unused and complete: original packaging, protective foam, fixings, tools, manuals, power leads and every accessory that shipped with it. A missing part or a destroyed carton can reduce what we are able to refund, or make a return impossible.

For freight items, getting the goods back to us safely is your responsibility. That means repacking to the original standard, palletising and strapping where the item arrived that way, and using a carrier able to handle the weight. Do not send freight by ordinary parcel post.

Until the goods reach us in the agreed condition, they are at your risk. Damage that happens in return transit is treated as damage you caused, so insure the consignment if its value warrants it.

We are in Sharjah Free Zone, United Arab Emirates. We will confirm the exact return address when we agree the return, so do not use the address on the outbound shipping label without asking.

You pay for return transport when you are returning something because you changed your mind, ordered the wrong item, over-ordered, or no longer need it. That covers collection, freight, packing and any customs or handling costs on the way back.

We pay when the fault is ours: an item that arrives damaged, an item that is faulty, or an item that is not what you ordered. Tell us before you spend anything, and we will either arrange the collection ourselves or agree the cost with you in advance. We cannot reimburse a transport bill we were never asked about.

Report transit damage as soon as you can, ideally before unpacking further or installing the item. Photographs of the outer packaging, the pallet and the damage itself are what make a claim workable.

Refunds are arranged manually. There is no button in the system that sends money back: a refund happens when a person here processes it, after the returned goods have arrived and been checked, or after we have agreed that no return is needed. Because it depends on a person, tell us if you have been waiting and heard nothing.

Card orders are refunded through Mamo, our payment provider, back to the card used for the original payment. We cannot send a card refund anywhere else. If that card has since been cancelled or replaced, tell us, because it is your bank, and not WBW, that decides where the money lands. Our prices are in US dollars and refunds are calculated in US dollars, so if Mamo charged your card in another currency the amount credited back can differ slightly from the amount debited, because the exchange rate on the refund date is not the rate on the purchase date. Once the refund leaves Mamo, how long it takes to appear on your statement is up to your bank.

Cash on Delivery orders are refunded by arrangement, because there is no card to send the money back to. We will agree the method with you in writing before anything is paid out.

A refund is based on what you actually paid. Where the automatic 5% bulk discount applied to your order, a returned item is refunded at its discounted price. Outbound delivery costs, if any were charged, and return transport are not refunded unless the fault was ours.