Return Policy

Last Updated: 2025

This Return Policy outlines the terms and conditions for returning products or canceling services purchased from Fasih Holding. Please read this policy carefully before making a purchase.

General Return Policy

Due to the nature of our services (gold trading, shipping, and financial markets), return policies vary by service type. Please review the specific terms for each service below.

Gold Trading Returns

Physical Gold

• Physical gold purchases may be returned within 7 days of delivery
• Gold must be in original, unopened packaging
• Gold must be in original condition with all certificates of authenticity
• Return shipping costs are the responsibility of the customer
• Refund will be processed within 10 business days of receiving returned items

Gold Investment Products

• Gold ETFs and futures contracts are subject to market conditions
• Returns are processed at current market value
• Market losses are the responsibility of the investor
• Processing fees may apply

Non-Returnable Gold Items

• Customized or personalized gold products
• Gold items damaged by customer
• Items returned after 7-day period
• Items without original packaging or certificates

Shipping Services Cancellation

Cancellation Terms

• Cancellations must be made at least 48 hours before scheduled departure
• Cancellation fees may apply based on service type and timing
• Partial refunds available for cancellations made within 48-72 hours
• No refunds for cancellations made less than 48 hours before departure

Refund Processing

• Refunds processed within 10-15 business days
• Refund amount excludes non-refundable fees
• Original payment method will be credited

Financial Markets Services

Trading Account Cancellation

• Accounts may be closed at any time
• Outstanding positions must be closed before account closure
• Remaining balance will be refunded after account closure
• Processing time: 5-10 business days

Investment Advisory Services

• Monthly subscriptions may be cancelled with 30 days notice
• No refunds for services already rendered
• Pro-rated refunds available for unused portions

How to Initiate a Return

1. Contact Us: Email info@fasih.ae or call +971 56 882 3333
2. Provide Information: Order number, reason for return, and photos if applicable
3. Receive Authorization: We will provide a Return Authorization Number (RAN)
4. Ship Items: Package items securely with RAN clearly visible
5. Track Return: Use tracking number to monitor return shipment
6. Receive Refund: Refund processed after inspection and approval

Return Shipping

• Customers are responsible for return shipping costs unless the return is due to our error
• We recommend using insured shipping for valuable items
• Original shipping costs are non-refundable
• We are not responsible for items lost or damaged during return shipping

Inspection and Processing

Upon receiving returned items, we will inspect them within 3-5 business days. If items meet return criteria, we will process your refund. If items do not meet criteria, we will contact you to discuss options.

Refund Methods

Refunds will be issued to the original payment method:

• Credit/Debit Cards: 5-10 business days
• Bank Transfers: 10-15 business days
• Digital Wallets: 3-5 business days
• Cryptocurrency: Based on blockchain confirmation

Damaged or Defective Items

If you receive damaged or defective items, please contact us immediately. We will arrange for replacement or full refund, including return shipping costs.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item and place a new order. Both transactions will be processed separately.

Special Circumstances

Force Majeure

Returns may be delayed or affected by circumstances beyond our control, including natural disasters, pandemics, or government restrictions.

Fraud Prevention

We reserve the right to refuse returns if fraud is suspected. All returns are subject to verification.

Contact Information

For return-related questions or to initiate a return:

• Email: info@fasih.ae
• Phone: +971 56 882 3333
• Hours: Monday-Friday, 9 AM - 6 PM GST
• Address: No.704, Twin Tower, Deira, Dubai, UAE

Policy Updates

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting. Continued use of our services after changes constitutes acceptance of the modified policy.