Warranty / Product Issue Policy
Warranty / Product Issue Policy
Last updated: 6 August 2026
This Warranty / Product Issue Policy applies to products purchased from the Karezz online store operated by SRG Natural Herbs Trading LLC.
Company Details:
SRG Natural Herbs Trading LLC
133 Garden Street, Al Warsan 3, Dubai, United Arab Emirates
Phone: +971558704949
Email: info@srgherbs.com
1. Product Issue Reporting
If you receive a damaged, defective, incorrect, or incomplete item, please contact Karezz within 48 hours of delivery.
Please provide:
- Order number
- Customer name
- Photos or video of the issue
- Photo of the outer packaging
- Description of the problem
2. Damaged or Incorrect Items
If the issue is approved after review, Karezz may offer one of the following:
- Replacement
- Exchange
- Store credit
- Refund
- Missing item dispatch, where applicable
The solution will depend on the product type, issue, availability, and condition of the item.
3. Manufacturer Warranty
Some third-party branded products may include a manufacturer or brand warranty.
Where a manufacturer warranty applies, the warranty terms, coverage, period, and claim process will be based on the relevant brand’s warranty policy.
Karezz may help guide customers, but the final warranty decision may depend on the brand, supplier, or authorised distributor.
4. Karezz Product Issue Support
For Karezz Originals, product issue support may be provided for manufacturing defects or genuine product quality issues reported within a reasonable time.
5. What Is Not Covered
Warranty or product issue support does not cover:
- Normal wear and tear
- Damage caused by misuse
- Accidental damage
- Improper installation
- Improper storage
- Use outside the intended purpose
- Unauthorised repairs or modifications
- Damage caused by water pressure, mishandling, heat, moisture, or external factors
- Change of mind after use
- Consumable products after opening or use
- Scent preference, taste preference, or personal comfort preference
6. Consumable and Hygiene Products
Food, honey, coffee, matcha, supplements, candles, shower filters, and other consumable or hygiene-sensitive products may not be eligible for return or warranty support once opened, used, installed, burned, or removed from saleable condition, unless there is a proven defect or issue.
7. Inspection
Karezz may require the product to be returned for inspection before approving a replacement, refund, or exchange.
8. Refunds
If a refund is approved, it will be processed to the original payment method where possible.
Processing time may vary depending on the payment provider, bank, or card issuer.
9. Consumer Rights
This policy does not limit any mandatory consumer rights that may apply under UAE law.
10. Contact
For warranty or product issue support, contact:
Email: info@srgherbs.com
Phone: +971558704949