At Kaheelah Auction, we strive to provide our bidders with the best possible experience when purchasing Arabian horses from Dubai Horses Stud. However, we understand that there may be circumstances where a bidder may need to request a refund. This policy outlines our refund process and procedures:

Eligibility

You are eligible for a refund if you have made a deposit to participate in an auction and:

• The horse you purchased is not as described
• The horse you purchased has a medical condition that was not disclosed
• The horse you purchased dies or becomes unusable due to an injury or illness within 30 days of the auction
• There is a material error in the auction process that affects the outcome of the auction

Refund Process

To request a refund, please send us a refund request by accessing your wallet within 15 days of the auction. We will review your request and may request additional information, such as veterinary reports or other documentation. If your refund request is approved, we will issue the refund within 15 days of receiving your request.

Refund Amount

The refund amount will depend on the circumstances of the refund request. In general, we will refund the full amount of your deposit if you are eligible for a refund. However, if there are additional costs or expenses related to the refund (such as veterinary bills or transportation costs), these may be deducted from the refund amount.

Non-Eligibility

If you request a refund for any reason other than those listed above, your request will be denied. Additionally, if you do not meet the eligibility requirements for a refund,

your request will be denied.

Refunds of Card Payments

• Wallet deposits: Your wallet deposit is refundable on request from your wallet, unless it has been applied to a purchase or forfeited for non-payment under our Terms and Conditions.
• Duplicate or overpaid amounts: These are refunded in full.
• How refunds are paid: Approved refunds are made only to the original credit or debit card used for the payment.
• Processing time: Refunds may take 14 to 21 working days to appear on your card statement, depending on your card issuer.

Changes to the Refund Policy

We reserve the right to update this Refund Policy at any time. Any changes will be posted on the website, and it is your responsibility to review them periodically.

By using our website and services, you acknowledge that you have read, understood, and agreed to this Refund Policy.