Returns, Refund, and Shipping Policy

• DELIVERY OF SERVICES AND GOODS

1. Paper Planes will deliver the Services, including any Equipment, to the delivery location as agreed in the official order within the agreed timeframe.
2. Should Paper Planes fail to deliver the Services or Equipment as agreed within a 2-hour window of the agreed time, the Customer has the right to request a reduced fee. The reduced fee will be agreed in writing by both parties (Paper Planes and Customer). Should an agreement not be reached on the reduced fee, the Contract could be terminated without any penalties to the Customer.
3. In case Paper Planes does not deliver the Services or Equipment due to events beyond its control, the Customer will have the following rights:
   1. Cancel the agreement forthright with no penalties to the Customer.
   2. Agree on a later delivery date. (Please refer to our Delivery & Pick Up fee for delivery outside Dubai)
4. Should the Customer decide to cancel the contract within 24 hours before the time of delivery, Paper Planes will refund the order amount.
5. Delivery & Pick up of orders above AED 300 (excluding VAT and Deposit) within the borders of Dubai is free of charge. The delivery & pick up of orders below AED 300 in Dubai and any orders outside the borders of Dubai would entail an additional delivery & pick up fee.
6. Should the Customer fail to take delivery of Services and or Equipment, through no fault of Paper Planes at the agreed Delivery Location, Paper Planes may reserve its right to charge an Order Cancellation fee.
7. The Goods will become the Customer’s responsibility from the time of accepting delivery of the agreed Equipment. It is recommended that the Customer inspect all goods prior to accepting any Equipment from Paper Planes. Any defects will be at the Customer’s cost unless brought to the attention of Paper Planes at the time of delivery.

• DELIVERY  AND PICKUP

1. Dubai – Free delivery & pick up (order value above AED 300)
   AED 17 (order value below AED 300)
2. Abu Dhabi, Fujairah, Ras Al Khaimah, Umm Al Quwain – AED 100
3. Ajman & Sharjah – AED 75
4. Airport in any Emirate – AED 100 (excluding the delivery & pick up fee)

• DELIVERY  AND PICKUP TIMINGS

1. Monday to Saturday 9 am to 6 pm
2. Sunday Delivery, Pick up, Collection, and Drop-Off are available between 9 am and 4 pm and will incur an additional fee - AED 50 within Dubai, and AED 100 in all other Emirates.

• HOLIDAYS AND OUT-OF-OFFICE DELIVERY AND PICK UP

1. Official holidays (Eid first day, Christmas Day, UAE National Day, New Year's Day) and out-of-office hours between 7 pm and 8 am.
2. Orders that require delivery and pick up on the above-mentioned days and timings will be catered to upon availability and at the discretion of Paper Planes. You are welcome to place your order and a member of our team will send you a confirmation for the same.

• EXPRESS DELIVERY FEE (LESS THAN 2HOURS)
  

1. We do our best to deliver on time and as fast as possible. If you wish to receive your order within 2 hours or have a preferred time within the same day of placing the order, there will be an additional fee of AED 45.

• WAITING TIME 

1. Please be aware that our team will wait 15 minutes from the agreed time of delivery of the Rental Equipment. Every additional 15 minutes will bear a fee of AED 25. 

• DELAY IN RETURNING THE RENTAL EQUIPMENT 

1. Our team will contact you a day before picking up the rented item(s) to arrange a suitable time. If you have special instructions or need a time change, please communicate as soon as possible to avoid additional waiting fees. Every additional 15 minutes will bear a fee of AED 25.
2. If you are unreachable on the day of the agreed pick-up date of your Rental Equipment, you will be charged for every additional day. Our team will try to contact you the following day and every day after at least once to arrange with you a new pick-up date.
3. Change of address with less than 24 hours’ notice will bear a fee of AED 25.

• LOSS OR DAMAGE OF RENTAL EQUIPMENT 

1. Once the rental order has been delivered and inspected by you, you are liable for keeping the item in a safe and working condition until returned to us.
2. We will inspect the item and process the security deposit within 5-7 working days. If an item is lost or found to be damaged, we will deduct the relevant amount from the security deposit.

• ORDER CANCELLATIONS

1. If you have placed an order and wish to cancel it, please inform a member of our team via email at info@paperplanesdubai.com as soon as possible to avoid the order cancellation fees.
2. Orders cancelled after 9 am on the day of the intended delivery date will be charged a cancellation fee as follows: (a) Dubai – AED 50, (b) Abu Dhabi, Fujairah - AED 50 + Delivery Fee AED 100,   (c) Ras Al Khaimah, Umm Al Quwain, Ajman, Sharjah - AED 50 + Delivery Fee AED 75.
3. Our customer service representative will be happy to assist you in placing the order and sending a payment link. To complete the order, the payment needs to be made within 24 hours. If the payment is not received, then the order will get cancelled, and the payment link will expire. Once cancelled, we can not guarantee the availability of the item. If the item is available, you are welcome to place an order. If you want us to place the order again, then we will do so at a service fee.

       Placing the order - AED 50

       Generate payment link - AED 25

• REFUND POLICY

1. Refund will be processed within 5 to 7 business days to the same payment instrument used at the time of placing the order.
2. Refunds of payment made through a Credit Card POS terminal or Bank Transfer could take 15 to 30 days to process and would be charged a transfer fee of AED 20.

Need help?

Contact us at info@paperplanesdubai.com for questions related to refunds and returns.

Last update on 21/10/2024