Refund policy

Last updated: 19 November 2025

We want you to love your purchase. If you're not completely satisfied, we're here to help. Our return policy is simple and designed to make your experience smooth and stress-free.

STANDARD RETURN WINDOW

You may request a return within 14 days of receiving your order.

To be eligible for a return:

  • The item must be unused, unworn, and in the same condition you received it.
  • Items must be unopened in their original sealed packaging with accessories and manuals.
  • Security seals must be intact.
  • Proof of purchase (order number or receipt) is required.

Returns that do not meet these conditions may be refused or subject to a restocking fee.

CHANGE OF MIND RETURNS (UNOPENED ITEMS)

We understand you may change your mind. Change-of-mind returns are accepted provided the item is unopened, unused, and in its original sealed packaging with all seals and accessories intact.

OPENED OR UNSEALED ITEMS

If an item has been opened, unsealed, or used, it is not automatically eligible for return. Such cases may be reviewed on a case-by-case basis, and if accepted, a 20% restocking fee will apply in addition to any standard return fees.

HOW TO REQUEST A RETURN

Email us at sales@enduranceco.cc with:

  • Your order number
  • The reason for the return
  • Photos if your item is damaged or defective

If your return is approved, we’ll provide return instructions. If you are located outside the UAE, you are responsible for the return shipping unless the item is damaged in transit or not as ordered.

Important: All returns must be authorised by our customer service team before being shipped back. Unauthorised returns will not be processed and may be returned to the sender at their expense.

RETURN SHIPPING AND REFUNDS

UAE Orders

  • A standard AED 25 return fee applies and will be deducted from the refund. This covers courier collection and handling. No fee applies for defective, damaged, or incorrect items.
  • Refunds are issued to the original payment method and normally reflect within 5–10 business days, depending on your card-issuing bank.
  • Cardholders must retain a copy of their transaction records and our policies for reference.

GCC & International Orders

  • Customers are responsible for return shipping unless the item is defective, damaged in transit, or not as ordered.
  • Exchanges are not permitted. Please return and place a new order.
  • Refunds are issued to the original payment method and normally reflect within 5–10 business days, depending on your card-issuing bank.
  • Original shipping fees, customs duties, and taxes are non-refundable.

In circumstances beyond our control — for example, courier delays or customs inspections — return windows may be extended at our discretion.

DAMAGED, INCORRECT OR TAMPERED ITEMS

If your package arrives visibly damaged or appears to be tampered with, do not accept delivery and notify us immediately at sales@enduranceco.cc.

If your item arrives in any of the following conditions:

  • The wrong product was sent
  • The product is defective or damaged

Please contact us within 24 hours of delivery. Include photos of the package and product and your order number. We will evaluate the issue and arrange a replacement, refund, or store credit, as appropriate.

NON-RETURNABLE ITEMS

The following items are generally non-returnable, except where they are defective, damaged in transit, or not as ordered and accepted under our warranty/DOA assessment:

  • Items that have been used, worn, scratched, damaged, or are missing parts or packaging
  • Items with broken, opened, or tampered security seals, unless accepted on a case-by-case basis (in which case a restocking fee will apply)
  • Personal or hygiene-related items (e.g. earbuds, in-ear headphones, textile heart rate straps, fabric body-contact straps) once opened
  • Sale items or gift cards
  • Custom or personalised products
  • Hazardous goods, including flammable liquids or gases

REFUNDS

Once your return is received and inspected, we will notify you of the approval status. If approved:

  • Refunds are normally processed by Endurance Co L.L.C-FZ within 5 business days of return approval and inspection.
  • Refunds will always be made only through the original mode of payment and normally reflect within 5–10 business days, but in some cases — especially for international cards — it may take up to 45 days for the issuing bank to complete the posting.

Approved refunds will be issued to the original payment method within the stated timelines. Processing times may vary depending on your bank or card issuer and are beyond our control.

If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us so we can verify the processing status with our payment provider. Please note that some banks—particularly international issuers—may take up to 45 days to complete the final posting.

ORDER CANCELLATIONS

You may request to cancel your order within 24 hours of placing it, provided it has not yet been processed for shipping. Once an order has been dispatched, it can no longer be cancelled and must be handled as a return. Refunds will be made back to the original payment method.

We do not share or pass any debit/credit card details to third parties.

For all return-related inquiries, contact us at sales@enduranceco.cc.