General Return Rights (UAE Consumer Law Compliance)
In accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection, consumers purchasing online are entitled to return goods within 7 days of delivery if the goods are unused, in their original packaging, and not excluded under the law (such as software, licenses, or digital products once activated). This statutory right applies in addition to the warranty-based returns described below.
Warranty-Based Returns
We accept returns of non-functioning equipment within the manufacturer’s warranty period. The warranty period is determined by the manufacturer. Upon receiving the returned device, we will forward it to the manufacturer for diagnostics. Only the manufacturer makes the decision to issue a refund or replace the device with a new one.
Important Information
We are not responsible for any incorrect serial number information provided by the customer for keys, devices, or other equipment. Please carefully verify the device’s serial number before activating devices, licenses, or related services.
Items Not Eligible for Return or Exchange
- Any registered software. Licenses, modules, and other digital products cannot be canceled or modified after the order status changes to “Waiting for activation.”
- Fully functional equipment.
- Discounted items. All products purchased at a discount or on promotion are final sale and are not eligible for return or exchange.
- Devices showing signs of unauthorized repair.
- Devices with damaged warranty seals.
- Devices showing signs of use.
- Equipment with evidence of software hacking attempts.
- Devices without original packaging or with damaged packaging.
- Any non-physical goods such as modules, extensions, licenses, subscriptions, equipment configuration services, and other digital or service-based products.
Return Process
- Returns are made at the buyer’s expense.
- To request a return, please complete the return form in your personal account on our website (login required).
- After receiving the returned device, we will send it to the manufacturer for diagnostics.
Refunds
Refunds can be issued:
- By the same method the original payment was made; or
- As a credit to your personal account on our website — at your choice.
Refund Deductions
- If a return or cancellation is made due to a product defect or non-conformity with the description, the refund will be issued in full, without any deductions.
- If a return or cancellation is made for reasons not related to defect (e.g., incorrect product selection, change of mind, incorrect order details provided by the customer, or cancellation of a digital product before activation), a transaction fee of up to 6% may be deducted from the refund amount. This fee covers non-recoverable charges imposed by payment service providers for processing and refunding the transaction.
Parcel Receipt Guidelines
- All shipments are insured.
- Upon delivery, please check the condition of the packaging before accepting the parcel from the courier. If the packaging is damaged, inspect the contents immediately.
- In case of device damage, refuse to accept the parcel and contact us right away.
- After accepting the parcel, we will not be able to file a compensation claim with the courier service.
