Legal disclaimer
This document is a working template and must be reviewed by qualified UAE legal counsel before publication.
1. Who manages returns
CornerMex will manage the customer-facing return and refund process for first-party e-commerce orders placed through this website. You do not need to contact any third-party seller for MVP orders.
2. Eligibility
You can request a return, replacement, refund or (where appropriate) store credit for products that are defective, damaged, incorrect, incomplete, misdescribed, unsafe, that were not delivered, or where a late delivery means you can no longer reasonably benefit from the product, subject to the conditions below and to applicable UAE law.
Food and short shelf-life consumables may have return exceptions where permitted by applicable UAE law. The final policy must be reviewed by UAE counsel and aligned with product category, storage, safety and shelf-life rules.
3. Return window
Standard return window: [INSERT RETURN WINDOW AFTER UAE COUNSEL REVIEW] from delivery for eligible items. Perishable, food and personalised items may be non-returnable unless defective.
3. Non-returnable items
- Opened, used, temperature-compromised or perishable food, beverages, snacks, sauces, spices or short shelf-life consumables, unless defective, damaged, unsafe, incorrect, incomplete or where a return is legally required.
- Personalised, custom-prepared or made-to-order items.
- Items marked 'final sale' on the listing.
4. How to request a return
Open the order in your account, choose 'Request return' and describe the issue. CornerMex will inspect the request, may ask for photos or additional information, and will respond within a reasonable timeframe.
5. Food and consumables
CornerMex will review food-related claims case by case based on safety, storage, shelf life, product condition and applicable UAE law. Final food returns language will be reviewed by UAE counsel.
6. Refund method and timing
Approved refunds are normally issued to the original payment method where technically possible, or (where appropriate) as a replacement or store credit. CornerMex separates internal approval time from bank/payment-provider settlement time. Refunds are not instant. Final payment-provider timings remain subject to review.
| Case | Target SLA |
|---|---|
| Review request | 1-3 business days |
| Approve or reject request | 3-5 business days |
| Initiate refund after approval | 1-2 business days |
| Card payments | 5-10 business days after initiation |
| Wallet / BNPL / Tabby / Tamara | Subject to provider timing |
| Cash / bank transfer | 1-5 business days after complete payment details |
Refunds may take longer where a product requires inspection, the payment provider needs additional review, customer details are incomplete, or the case involves food safety, damage, misuse, missing items or a disputed transaction.
Full complaint, courier and sourcing SLAs are set out in the Supplier & Product Sourcing Policy (Service Levels & Product Sourcing Transparency section).
7. Delayed or undelivered orders
If your order has not arrived within the estimated window, contact support@cornermex.ae so we can investigate with the courier.
8. Escalation
If you are not satisfied with the outcome of a return or refund request, contact complaints@cornermex.ae. Nothing in this policy affects your rights under UAE consumer protection law.
9. Complaints
Formal complaints can be sent to complaints@cornermex.ae. Target initial response timeframe: [INSERT RESPONSE TIMEFRAME]. Escalation path after internal review: [INSERT UAE ESCALATION PROCESS AFTER LEGAL REVIEW].
Contact
For any question about this document, please reach out using the channels below. CornerMex is a trading brand operated by RodMor TradeCo LLC, licensed by Sharjah Media City, UAE.
Complaints: we provide accessible channels to submit and follow up on complaints. Target initial response timeframe: [INSERT RESPONSE TIMEFRAME]. Escalation path after internal review: [INSERT UAE ESCALATION PROCESS AFTER LEGAL REVIEW].
- Legal contact: legal@cornermex.ae
- Privacy contact: privacy@cornermex.ae
- Support contact: support@cornermex.ae
- Complaints contact: complaints@cornermex.ae
- Company legal name: RodMor TradeCo LLC
- Trade license number: 2647014.01
- Licensing authority: Sharjah Media City
- Registered address: Sharjah Media City, Sharjah, UAE
- Website: https://cornermex.ae
- UAE contact number: [INSERT UAE PHONE NUMBER]
- Contact form: [INSERT CONTACT FORM URL]
- VAT registration: [INSERT VAT REGISTRATION STATUS IF APPLICABLE]
- TDRA / e-commerce approval: [INSERT IF APPLICABLE]
- Food registration (MOCCAE / Dubai Municipality): [INSERT IF APPLICABLE]
- Arabic legal version: pending translation and UAE counsel review