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B2B WHOLESALE CLAIMS & RMA FRAMEWORK

Return & Refund Policy

Last Revised: August 2026 | Applicable to all Commercial Invoices & Consignments

TABLE OF CONTENTS
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1. 48-Hour Commercial Inspection Window

Due to the regulated nature of cosmetics and strict cold-chain quality controls, Pink Opal operates a structured commercial return protocol. Upon delivery, the Buyer is granted an inspection window of 48 hours from physical receipt to examine master cartons, verify unit quantities against the packing slip, and inspect outer tamper-evident seals.

Key Policy Point: Claims submitted after 48 hours of physical receipt are deemed accepted in full pursuant to UAE Commercial Law.

2. Transit Breakage & Manufacturer Defects

In the unlikely event of physical transit breakage (e.g. broken dropper bottles or crushed cartons) or verified factory packaging defects, the Buyer must notify Pink Opal in writing within the 48-hour inspection window. All claims must include:

  • Original Tax Invoice and Delivery Note number.
  • High-resolution photographs of damaged master cartons and individual product batch numbers.
  • Exact SKU item code and quantity damaged.

3. Return Merchandise Authorization (RMA) Process

No returns will be accepted without an official Return Merchandise Authorization (RMA) number issued by Pink Opal. Once an RMA is approved:

  • Pink Opal will arrange pickup via our climate-controlled courier at no cost to the Buyer.
  • Products must be returned in their original manufacturer master carton packaging with intact batch barcodes.

4. Commercial Credit Notes & Refund Settlement

Upon receipt and quality inspection at our Dubai Logistics Center, approved return claims will be resolved via:

  • Stock Replacement: Immediate dispatch of replacement units on the next delivery cycle.
  • Commercial Credit Note: A credit note applied against the Buyer’s trade account for future wholesale orders.
  • Bank Refund: In the event stock replacement is unavailable, funds will be refunded via bank wire within 7 business days.

5. Non-Returnable Items & Client Storage Exclusions

The following categories are strictly non-returnable:

  • Products that have been unsealed, price-tagged, or displayed in retail customer areas.
  • Stock damaged due to client temperature mishandling (exposure to heat above 25°C in client storage).
  • Discontinued or customized promotional volume allocations.

Key Policy Point: Pink Opal cannot accept returns on products stored in unconditioned warehouses post-delivery.

6. Manufacturer Product Recalls & Batch Safety

In the event of an official manufacturer safety advisory or MoIAT regulatory recall, Pink Opal will coordinate an immediate 100% quarantine, retrieval, and full commercial credit for all affected batch lots at our expense.

7. Contact Returns & Claims Desk

To submit a claim or request an RMA number, please contact:

Pink Opal Trading LLC — Claims & RMA Department
Email: claims@pinkopalbeauty.com | Direct Line: +971 58 567 8566