Returns Policy

1. ★ Read this first: two different paths#

There are two separate paths for sending an Item back, and confusing them is the source of most misunderstandings:

1.1 Who operates this policy, and where a return actually goes. The returns process described here is operated by FAWRAN LLC, which runs the FAWRAN marketplace under the trade name FAWRAN. In all three fulfilment models the return is collected from you and received at the location Fawran directs inside Jordan — you are never asked to ship it abroad.

1.2 Never send a return to the registered office. The address shown in the “Operator and contact details” section at the foot of this document is the company's address of record in its state of formation. It is not a returns address, not a warehouse, and not a customer-service address. An Item sent there does not enter the returns process, and doing so is at your own cost and risk.

2. ★ The return window#

2.1 You may request the return of an eligible Item within seven (7) calendar days of it being delivered to you.

2.2 How the window is counted:

2.3 Because one Order can arrive in different shipments at different times, one Item's window can close before another's in the same Order. Your account shows the time remaining for each Item.

2.4 Before delivery there is no return. What has not yet reached you is cancelled, not returned — see the Cancellation Policy.

2.5 If the delivery date cannot be verified: your request is not finally refused. It goes to manual review, we check the shipment records and contact you. You must not lose a right because of a gap in our records.

2.6 After the seven days close, you still have:

• your statutory right where the Item is defective — Damaged, Defective, Wrong or Missing Products Policy;
• the manufacturer's or Seller's warranty — Warranty Policy;
• the complaint route — Customer Complaints and Escalation Policy.

3. What can be returned#

3.1 An Item can be returned for a change of mind where all of the following hold:

3.2 The “active return request” condition means two return requests cannot be open for the same Item at once. If you want to change your request, cancel it and open another while you are still within the window.

4. Required Item condition#

4.1 For a change-of-mind return, the Item should be:

• unused beyond what was needed to inspect it;
• in its original packaging where possible;
• with all its accessories (cables, chargers, manuals, warranty cards, promotional gifts included with it);
• with its labels and seals intact where they form part of its original state.

4.2 What does “needed to inspect it” mean? Doing what you would have done in a shop: taking it out, looking at it, measuring it, checking it is what you ordered. Actually using it goes beyond that.

4.3 Before returning an electronic device, erase your data: reset it to factory settings, sign out of your accounts, remove any account lock attached to it, and take out memory cards and SIMs.

4.4 How Item condition affects acceptance of the return is set out in the Product Inspection and Return-Rejection Policy.

5. How to request a return#

Step 1 — open the request#

In order details in your account, select the Item and choose “Return”.

Step 2 — choose the reason#

From a fixed list:

Your choice of reason matters: the first four reasons and “missing parts” route to the defect path, where your rights are wider and the original-condition conditions do not limit them.

Step 3 — declare the Item's condition#

From a fixed list:

Be accurate. An accurate declaration speeds up inspection; a declaration that does not match what inspection finds is the most common reason a return is rejected.

Step 4 — attach images#

Images are not compulsory in every case, but they speed the decision up considerably, especially for damage, defects and wrong items.

Step 5 — confirm#

A summary of the return request is shown to you, then it is recorded and starts its path.

6. The return journey#

6.1 You follow each stage in the return details in your account, and you receive notifications when the status changes.

6.2 You can cancel a return request while it is still at the review stage and collection has not been arranged.

7. ★ How the Item is collected#

7.1 Collection from you is by a Fawran Captain, in all three models (FBF, MARKET and FBS).

7.2 You do not need to ship the Item yourself to a Seller or a warehouse, and you do not pay a shipping cost up front.

7.3 A collection appointment or window is agreed with you.

7.4 Have the Item ready with its packaging and accessories before the appointment.

7.5 The cost of collection: set out in the Refund Policy, and it differs by reason — a return caused by a defect or by an error on our side costs you nothing.

8. Inspection and decision#

8.1 The Item is inspected after it arrives, and what is found is compared with the condition you declared.

8.2 The decision is made per Item: one Item may be accepted and another rejected within the same return request.

8.3 If a return is rejected, the Item is sent back to you. We do not keep a rejected Item and we do not dispose of it without your knowledge.

8.4 The full detail — inspection criteria, grounds for rejection, and the appeal route — is in the Product Inspection and Return-Rejection Policy.

9. Refunds#

Governed by the Refund Policy: the destination, the components, and what is not refundable.

10. Exchanges#

Fawran does not currently operate an exchange process. The detail and the practical alternative are in the Exchange Policy.

11. Abuse of returns#

11.1 This policy exists for the buyer who changed their mind in good faith.

11.2 Returning an Item different from the one sent to you, claiming a refund for an Item received in good order, or excessive repeat returns, are forms of abuse under the Acceptable Use Policy.

11.3 Even so, no action we take removes your statutory rights where an Item is defective.

12. Version history#