Shipping, returns and refunds

Delivery in 24 hours across the UAE

We deliver to homes and offices at valid addresses in all seven emirates. Once our team has confirmed your order, it is delivered within 24 hours.

Orders confirmed on a Saturday, Sunday or UAE public holiday are delivered within 24 hours of the next working day. Remote areas, public holidays, bad weather, courier delays or an incorrect address can add time, and we will tell you if that happens.

Delivery charges

Delivery is free anywhere in the UAE on orders over AED 150. For smaller orders, we confirm the delivery charge when we call to confirm your order.

If a delivery fails because you were not available, could not be reached, refused the parcel or gave a wrong address, an extra charge may apply before we deliver again.

Delivery information

Please give your full name, a UAE mobile number, emirate and area, building or villa name and number, street, and any instructions for the courier.

Cancelling an order

You can cancel an order before it is dispatched by calling, emailing or messaging us with your order number. Once it has been dispatched, it can no longer be cancelled and the return process below applies instead.

Change-of-mind returns

You can return a product within 15 calendar days of receiving it. It must be unused and not installed, in its original packaging with all accessories, manuals and cables, with the invoice or proof of purchase, and free from scratches, stains, odours or damage, with serial numbers, labels and seals intact.

Opening the outer box to look at the product does not by itself stop you returning it, as long as the product and the packaging inside are unused.

We cannot accept a change-of-mind return for products that have been used, switched on or installed, items with missing packaging or parts, products damaged after delivery, items altered or repaired by someone other than us, items marked as final sale before purchase, or products bought from other shops or marketplaces. None of this affects your rights if a product is faulty, damaged, wrong or not as described.

Return costs

For a change-of-mind return, you pay for collection or return delivery, and the product stays your responsibility until we receive and inspect it. You can avoid the collection charge by bringing it to our office by appointment.

If a product is faulty, damaged, incomplete or wrong, we arrange and pay for collection once we have confirmed the problem.

Damaged or incorrect deliveries

Please check your order when it arrives and tell us as soon as possible, ideally within 48 hours. Send your order number, a short description, photos or a video of the product and of the packaging, and the serial number where there is one. Keep the product and packaging until we confirm the next step. The 48 hours is a guide and does not limit your rights under UAE law.

Faulty products and warranty

The 15-day return period is separate from the warranty. Shelfy comes with a 2-year UAE warranty, serviced locally by PRO TECHnology. If a fault appears after 15 days, we assess it under the warranty and may repair it, replace the product or a part, or refund it where repair or replacement is not suitable.

Please do not send a product back until we have approved a return or service request.

How to request a return

Contact us with your order number, the name on the order, the product and the reason. We will send you written return instructions, so please do not send anything before you receive them.

We aim to inspect returned products within three working days of receiving them. If a return is not accepted, we will tell you why, and you may need to pay for the product to be sent back to you.

Refunds

Approved refunds go back to the original payment method, normally within 7 working days. Your bank may take a few more days to show the money.

For change-of-mind returns, collection charges and express or special delivery charges are not refunded. Nothing is deducted when a return is due to a confirmed fault, courier damage, a wrong item or our mistake.

If a free gift is not returned, its stated value may be deducted. If you return only part of a set, such as one product from the Fresh Kitchen Bundle, the refund is based on the regular price of the product you keep.

Exchanges

Exchanges depend on stock. If the new product costs more, you pay the difference before we send it. If it costs less, we refund the difference once we have received and approved the original.

We confirm any collection or delivery charges before the exchange, unless it is needed because of a fault or our mistake.

Contact

Phone +971 4 343 5501, WhatsApp +971 4 254 1527, email orders@vitesy.ae.

Returns address: PRO TECHnology, Office 204, Aswar Building, Sheikh Zayed Road, Business Bay, Dubai. Returns must be approved before anything is sent.

Showroom: Showroom #3, Aswar Building, Sheikh Zayed Road, Business Bay, Dubai.

This page does not limit any mandatory consumer rights under UAE law.