Right of withdrawal

Version 1.0In force from Previous versions

The short version

  • You normally have 14 days to withdraw from a purchase made online, without giving a reason.
  • Gift card codes and game top-ups are delivered straight away. Once you agree to that at checkout and delivery starts, you can no longer withdraw.
  • If you withdraw from an eSIM plan after it has started, you pay only for what was supplied.
  • Refunds go back to your payment method within 14 days, with no fee.

This summary helps you read the page. It is not part of our terms.

Contents
  1. 1. Your right to withdraw
  2. 2. How to withdraw
  3. 3. Gift card codes and game top-ups
  4. 4. eSIM data plans
  5. 5. Virtual cards
  6. 6. What happens when you withdraw
  7. 7. Using the model form
  8. 8. Faulty products

1.Your right to withdraw

1.1If you buy from us online as a consumer, you normally have the right to withdraw from the contract within 14 days, without giving any reason. On our other pages we call this your right to cancel.

1.2The 14 days start on the day the contract is made, which is the day you place your order.

1.3There are exceptions for digital products that we deliver straight away at your request. Sections 3 and 4 explain them.

This page is about changing your mind. If a product is faulty or not as described, you have other rights, explained in section 8.

2.How to withdraw

2.1To withdraw, tell us clearly that you want to. You do not have to give a reason.

2.2The quickest way is to email [email protected] from the email address of your account, with your order number. You can also write to Al Mashrab Welthandel General Trading LLC, Sharjah Media City, Sharjah, United Arab Emirates. You may use the model form in section 7, but you do not have to.

2.3To meet the deadline, it is enough to send your message before the 14 days end.

2.4We confirm that we have received your withdrawal by email straight away, with what you sent us and the date and time we received it.

3.Gift card codes and game top-ups

3.1Gift card codes and game top-ups are digital content. We supply them straight away, so at checkout we ask you to tick two separate boxes. Neither is ticked for you, and you cannot place the order without both:

First box
“I want delivery to start now, and I agree that you supply the digital content before the 14-day cancellation period ends.”
Second box
“I understand that I lose my right to cancel once delivery has started.”

3.2Once you have ticked both and delivery has started, you can no longer withdraw. We repeat both statements in your order confirmation email.

3.3A gift card code counts as delivered once it is shown to you, on screen or in your account. A game top-up counts as delivered once we send it to the player ID you entered.

3.4If delivery has not started – for example, the code has not been shown because our supplier is delayed – you can still withdraw, and we refund you in full.

4.eSIM data plans

4.1An eSIM data plan is a service. We start it straight away if you ask us to at checkout, with the same two boxes.

4.2The service starts when we deliver your eSIM: the QR code on screen, in your account and by email. The plan’s days and data count from its first connection in the destination.

4.3If you withdraw after the service has started but before the plan is used up, you pay an amount in proportion to what was supplied until you told us, and we refund the rest. We work out that amount from the share of the plan’s data you have used or the share of its days that have passed, whichever is larger.

4.4Once the plan has been used in full – all its data or all its days – the service is complete, and you can no longer withdraw.

5.Virtual cards

5.1Your contract for the card itself is with our licensed partner card issuer. Its cardholder terms, shown in your account before you pay the issue price, explain how to withdraw from it.

5.2To withdraw within 14 days of issuing a card, email [email protected]. We pass your withdrawal to the card issuer and close the card. What is refunded is set out in the cardholder terms and the virtual card terms.

6.What happens when you withdraw

6.1We refund everything you paid for the order within 14 days of the day we receive your withdrawal. For an eSIM plan that has started, we keep only the proportionate amount described in section 4.

6.2We use the same payment method you used, unless you expressly agree to another one. You do not pay any fee for the refund.

7.Using the model form

7.1You can copy and send this form, but you do not have to. Writing to us in your own words works just as well.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

  • To Al Mashrab Welthandel General Trading LLC, Sharjah Media City, Sharjah, United Arab Emirates, [email protected]:
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
  • Ordered on (*)/received on (*),
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) (only if this form is notified on paper),
  • Date

(*) Delete as appropriate.

8.Faulty products

8.1Withdrawal is separate from your rights when something is wrong. If a code is faulty, or an eSIM cannot connect in its destination through no fault of your phone, we replace it or refund you, even after the 14 days. See refunds in our terms.