Shipping Policy

1. General

This Policy, together with our Terms of Use, sets out the policies and procedures of Crossword Bookstores L.L.C. ("we", "us", "our") regarding delivery, shipping, returns, and refunds of products purchased on www.crosswordbooks.ae. By using our website and/or purchasing products, you agree to be bound by the terms of this Policy.

2. Terms of Shipping and Delivery

We deliver products only within Dubai, UAE, through our authorized logistics partners. Orders for delivery outside Dubai cannot be processed at this time.

Shipping charges are as follows:

• Orders up to AED 50: a shipping charge of AED 25 applies.
• Orders above AED 50: shipping is free.

We make reasonable endeavors to ensure that products are delivered to you within the estimated delivery timeline. However, delivery may be delayed on account of:

• Logistical issues beyond our control;
• Unsuitable weather conditions;
• Traffic disruptions or road closures;
• Public holidays or unforeseen operational restrictions;
• Acts of God such as floods, storms, etc.;
• Other unforeseeable circumstances.

In the event of a delay, we will make reasonable efforts to notify you via the email and/or mobile number provided at the time of placing your order. We shall not be liable for any claim arising on account of delay in shipment or delivery of purchased products.

Once your order is handed over to our logistics partner, you will receive a tracking identification number, which you may use to check the status and estimated delivery time of your order. We do not guarantee the accuracy of tracking information, as this is subject to updates by our third-party logistics partners.

Ownership and risk of loss for the purchased products transfer to the customer upon confirmed delivery.

3. Return & Refund Policy

At Crosswordbooks.ae, we are committed to ensuring a fair and transparent customer experience. Our return and refund policy is valid for 3 calendar days from the date of delivery and applies only under the specific conditions outlined below.

3.1 Eligibility for Returns & Refunds

Customers are eligible for a return or refund only if:

• The order was rejected at the doorstep or returned to origin (RTO);
• The order was cancelled prior to dispatch;
• The ordered book was found to be out of stock after confirmation;
• A torn, damaged, or defective book was received;
• The shipment was lost in transit by the delivery partner.

All requests must be submitted within 3 days of delivery. Requests received beyond this period will not be entertained.

3.2 Non-Refundable Scenarios

Refunds will not be issued in the following cases:

• If toys, games, electronics, or similar items are non-functional on arrival, customers must approach the product brand's customer service directly. We will not process refunds for such issues.
• Refunds will not be issued due to change of mind, preference, or post-purchase disinterest.

3.3 How to Request a Refund or Return

To raise a request, email support@crosswordbooks.ae with your Order ID, a brief issue summary, and relevant evidence (e.g., photos, videos, courier slip). Requests are evaluated on a case-by-case basis and processed at our sole discretion.

3.4 Conditions for Return

Returned products must be unused, in original packaging, with all tags intact and accompanied by the original invoice. Items showing signs of use, damage, or tampering will be rejected. Gift cards are non-returnable and non-refundable.

3.5 Process & Timeline

Once a return is approved, a reverse pickup will be arranged within 3–5 business days from the original delivery address. Returned items may take 7–10 business days to reach our warehouse. A quality check will be conducted within 5 working days of receipt. If approved, refunds will be processed to the original payment method within 5 working days.

3.6 Manufacturing Defects

For any defects in toys, games, electronics, or branded products, customers must directly contact the brand's official customer service. We are not responsible for warranty or performance issues.

3.7 Check Your Parcel Upon Delivery

As soon as you receive the delivery, please inspect the parcel carefully before opening.

3.8 Return, Refund & Replacement — Unboxing Video Requirement

Record an Unboxing Video (Mandatory):

• Start recording before opening the seal of the package.
• Show the outer packaging clearly, ensuring it's unopened.
• Capture the entire unboxing process in one continuous shot.
• Clearly highlight any damaged or missing item(s) during the process.
• The video must be uninterrupted and unedited.

Raise Your Request Within 48 Hours:

• Share the video proof and order details with our customer support team at support@crosswordbooks.ae.
• Requests must be made within 48 hours of delivery.

Please Note: All return/refund/replacement requests will be subject to verification by our team. Crossword Bookstores reserves the sole right to accept or reject any claim based on the evidence provided. Decisions made by us are final and binding, and we are not obligated to provide additional justification or correspondence if a claim is declined due to insufficient or invalid proof. If your request is approved, refunds will be initiated within 5–7 working days to the original payment method.

Disclaimer: Claims made without proper unboxing video evidence will not be considered under any circumstance.

4. Prohibited Activities

Users must not use the website for:

• Illegal or fraudulent activity;
• Distribution of harmful software or malware;
• Impersonating another person;
• Violating intellectual property rights;
• Disrupting website operations.

Violation of these rules may result in termination of access to the website.

5. Limitation of Liability

Crossword Bookstores L.L.C. shall not be liable for any indirect or consequential damages resulting from the use of the website or from delivery, return, or refund delays caused by logistics partners or factors beyond our reasonable control, except where required under applicable UAE law.

6. Contact Us

For return, refund, delivery, or policy-related assistance:

Crossword Bookstores Private Limited
Address: Crossword – Silicon Central Mall, Unit B119, B120 & B121, 1st Floor, Nadd Hessa, Dubai Silicon Oasis, Dubai, United Arab Emirates
Email: support@crosswordbooks.ae
Customer Care Number: +971 55 582 9012 (Operational days: Monday–Saturday, 10:00 AM – 10:00 PM, UAE Time)

One thing still worth resolving: the policy states a 3-calendar-day return eligibility window in section 3, but then a separate 48-hour unboxing video reporting window in section 3.8 — these read as two different rules and could confuse customers or reviewers. Let me know if they're meant to be the same window or genuinely two separate processes (e.g., 48 hours for damage/unboxing claims specifically, 3 days for other eligibility reasons like RTO or cancellation), and I can clarify the wording accordingly. Want this as a downloadable Word doc or HTML now, or do you want to fix that timeline question first?