Returns Refunds and Cancellation Policy
Returns Refunds and Cancellation Policy
Last updated 13 October 2026
If something is wrong with your Mai Blue order, contact us so we can arrange an appropriate solution. This policy covers bottled drinking water, water cups and facial tissues purchased directly from our online store.
Cancelling or changing an order
Contact us as soon as possible with your order number and requested change. We can cancel or amend an order before dispatch where fulfilment has not progressed beyond that point. We will confirm whether the request can be accommodated. If a prepaid order is cancelled before dispatch, the amount paid for that cancelled order will be refunded. A cancellation request is not complete until we confirm it.
Damaged defective or incorrect products
Tell us promptly if products arrive damaged, leaking, expired, defective or different from your order, or if items are missing. We will assess the issue and arrange a replacement, supply the missing items or provide a refund as appropriate under applicable UAE consumer law. Where the issue is our error or a product defect, you will not be charged for the necessary collection or replacement delivery. An opened pack does not automatically invalidate a genuine defect claim.
How to report an issue
Email or call us with your order number, contact details, product name, quantity affected and a description of the problem. Photos of the product, packaging and batch or expiry details help us investigate. Please retain affected goods safely until we provide instructions; do not consume water with a compromised seal or suspected quality problem. Contact us even if you cannot provide photographs. Prompt reporting helps assessment but does not replace your legal rights.
Change of mind returns
Because drinking water and facial tissues are consumable and hygiene-sensitive goods, we do not offer change-of-mind returns for opened, used or unsealed products. For unopened goods, contact us before sending anything back; acceptance depends on the product’s condition, intact packaging and safe storage. Any voluntary return arrangement and related cost will be confirmed before collection. These conditions do not restrict remedies for defective, unsafe or incorrectly supplied goods.
Refund method and timing
Approved refunds are returned to the original payment method where available. For cash payments or where the original method cannot receive the refund, our team will agree a suitable method with you. We will confirm the refund amount and initiation details. The time taken for funds to appear depends on the bank or payment provider. Store credit will not be imposed instead of a monetary refund where a refund is legally due. If the entire order is refunded because of our error or defective goods, the original delivery charge will also be refunded.
Collections and unresolved concerns
Do not send goods to the warehouse without contacting us first. We will explain any necessary collection or inspection. Problems caused solely by misuse, unsuitable storage or damage after delivery may fall outside a product defect claim. If you disagree with our assessment, contact us for review; you may also approach the competent UAE consumer protection authority. Your statutory rights remain unaffected.
Contact Mai Blue
Near Bin Ghalib Engineering, Al Qusais Industrial Area 4, Dubai, United Arab Emirates
Telephone: 600 5525 31 | +971 54 794 7474
Email: vj@maiblue.ae | rekha@maiblue.ae • https://maiblue.ae/
