Shipping & Delivery Policy

This Shipping & Delivery Policy explains how Regrade™, operated by REGRADE ELECTRONICS TRADING L.L.C S.O.C., handles delivery, shipping timelines, customer responsibilities, failed delivery, Cash on Delivery orders, and delivery-related issues for purchases made through www.regrade.store.

This policy should be read together with Regrade’s Terms & Conditions, Returns & Refunds Policy, Warranty Policy, and Payment & COD Policy.

Regrade currently delivers within the United Arab Emirates unless stated otherwise on the website or checkout page.

Delivery coverage may vary depending on:

• Emirate.
• Customer location.
• Address accessibility.
• Remote-area classification.
• Product availability.
• Courier availability.
• Payment or COD verification.
• Service availability at the time of order.

Regrade may refuse, delay, or cancel delivery if the delivery address is outside the supported delivery area or cannot be serviced by Regrade’s delivery partner.

Standard delivery is estimated at 2–4 days from order confirmation.

The delivery timeline may depend on:

• Stock availability.
• Order verification.
• Payment confirmation.
• Cash on Delivery confirmation.
• Customer response.
• Address accuracy.
• Courier availability.
• Public holidays.
• Weather, road, or operational delays.
• Circumstances outside Regrade’s control.

An order is processed after Regrade confirms the order details, product availability, payment status, and delivery information.

For online paid orders, dispatch may begin after successful payment confirmation.

For Cash on Delivery orders, Regrade may verify the order before dispatch. COD orders may be delayed or cancelled if the customer cannot be reached, the address is incomplete, or the order cannot be verified.

Regrade may contact the customer before dispatch to confirm order details, delivery location, COD confirmation, or any other required information.

Delivery charges, if applicable, will be shown before checkout confirmation.

Additional charges may apply for:

• Cash on Delivery service.
• Remote-area delivery.
• Repeated delivery attempts.
• Failed delivery caused by customer unavailability.
• Incorrect or incomplete address details.
• Return collection, where applicable and permitted.

All applicable charges should be displayed before order confirmation where possible.

The customer is responsible for providing accurate and complete delivery information.

This includes:

• Full name.
• Correct phone number.
• Emirate.
• Area.
• Building/villa name or number.
• Apartment or office number.
• Street details.
• Delivery instructions.
• Availability for delivery.
• Any access restrictions or gate/security instructions.

The customer must be available to receive the order during the delivery attempt or must arrange for an authorised person to receive it.

If the customer is unavailable, does not answer calls, refuses delivery, or fails to provide required information, delivery may be delayed, rescheduled, cancelled, or treated as failed delivery.

Regrade and/or its delivery partner may contact the customer by phone, SMS, WhatsApp, email, or other available communication method for delivery coordination.

Cash on Delivery orders are subject to Regrade’s Payment & COD Policy.

COD orders are subject to an AED 20 COD service charge, where applicable and displayed before order confirmation.

For COD orders, the customer must pay the full amount due at the time of delivery according to the approved courier or Regrade payment process.

Regrade may cancel or delay COD orders if:

• The customer cannot be contacted.
• COD confirmation fails.
• The address is incomplete or suspicious.
• The customer has a repeated failed-delivery history.
• The order appears fraudulent or high-risk.
• The customer refuses to pay at delivery.

A delivery may be considered failed if:

• The customer is unavailable.
• The customer refuses delivery.
• The customer does not answer calls or messages.
• The address is incorrect or incomplete.
• Access to the delivery location is restricted.
• Payment is not made for COD orders.
• The customer requests repeated rescheduling.
• The courier cannot safely or reasonably complete the delivery.

If delivery fails, Regrade may reschedule the delivery, cancel the order, or apply additional delivery/courier charges where lawful and disclosed.

If an online paid order is cancelled after failed delivery, Regrade may refund the eligible amount according to the Returns & Refunds Policy, subject to any permitted deductions.

Regrade aims to deliver orders within the estimated delivery timeline, but delays may occur.

Delivery may be delayed due to:

• Courier delays.
• Public holidays.
• High order volume.
• Stock verification.
• Payment or COD verification.
• Incorrect customer details.
• Customer non-response.
• Weather or traffic conditions.
• Government restrictions.
• Force majeure events.
• Circumstances outside Regrade’s reasonable control.

Regrade is not responsible for delays caused by incorrect customer information, customer unavailability, courier disruption, or events outside Regrade’s control.

Customers should inspect the package and product as soon as possible after delivery.

If the package appears visibly damaged, opened, tampered with, wet, crushed, or otherwise abnormal, the customer should take photos or videos before opening the package and contact Regrade promptly.

Customers should also check:

• Product received.
• Model and storage.
• Visible physical condition.
• Included items.
• Invoice/order details.
• Any obvious delivery damage.

Any delivery damage or missing-item concern should be reported promptly with supporting evidence.

Visible delivery damage should be reported to Regrade as soon as reasonably possible after delivery.

The customer may be asked to provide:

• Order number.
• Photos/videos of the outer package.
• Photos/videos of the inner packaging.
• Photos/videos of the product.
• Description of the issue.
• Delivery date and time.
• Any courier notes or delivery evidence.

Regrade may require inspection, courier review, product return, or additional evidence before approving any repair, replacement, refund, exchange, or other remedy.

Delivery damage claims may be rejected if the product was used, altered, damaged further, repaired, tampered with, or returned without required packaging/evidence.

If an included item is missing from the package, the customer should contact Regrade promptly with order number, product details, and photos/videos of the received package and contents.

Regrade will review the product page, order record, packing record, dispatch evidence, and any customer evidence before deciding the next step.

Unless clearly stated on the product page, original manufacturer box, original charger, original cable, ear tips, manuals, accessories, or packaging items are not guaranteed.

Customers should ensure that delivery details are correct before placing the order.

After an order is confirmed, address changes may not always be possible.

Regrade may approve or reject an address change depending on:

• Order status.
• Courier status.
• Payment verification.
• Fraud-prevention checks.
• New location.
• Service availability.

Changing the delivery address after order confirmation may delay delivery or require additional verification.

A product may be delivered to the customer or to a person who appears authorised to receive the order at the delivery address.

The customer is responsible for ensuring that the delivery location is secure and that any authorised receiver is trusted.

Regrade may rely on courier delivery confirmation, proof of delivery, signature, OTP, photo proof, or other courier records as evidence of delivery.

Risk of loss or damage generally passes to the customer once the product has been delivered to the customer, an authorised receiver, or the delivery address provided by the customer, subject to applicable law.

Regrade is not responsible for loss, theft, damage, or misuse after successful delivery, unless required by applicable law or caused by Regrade’s confirmed error.

For high-value products, Regrade may require additional verification before delivery.

This may include:

• Phone confirmation.
• Payment verification.
• Identity or order verification.
• OTP confirmation.
• Signature or delivery proof.
• Restricted handover to the customer or authorised receiver.

Regrade may delay or refuse delivery if verification cannot be completed.

Return collection, warranty collection, or exchange collection may be arranged by Regrade where applicable.

Collection does not mean that a return, refund, warranty claim, or exchange has been approved.

All returned products are subject to inspection. Regrade may reject or delay a return, refund, exchange, or warranty claim if the product is damaged, tampered with, incomplete, account locked, password locked, activation locked, missing identifiers, or not matching the product originally sold.

Regrade is not responsible for delivery delay or failure caused by events outside its reasonable control.

This may include:

• Courier disruption.
• Natural events.
• Severe weather.
• Traffic disruption.
• Government restrictions.
• Public holidays.
• Technical system failures.
• Payment-provider delays.
• Logistics interruption.
• Force majeure events.
• Any event that reasonably prevents or delays delivery.

Regrade may update this Shipping & Delivery Policy from time to time to reflect changes in courier partners, delivery coverage, delivery timelines, fees, operational procedures, or legal requirements.

The updated version will be published on the website with the latest update date.

For delivery questions, failed delivery, delivery damage, or shipping-related support, customers may contact: