Withdrawal & returns
Returns for consumers · How to return · Refund
Returns for consumers
If you bought as a consumer, you can return new, unused products in their original packaging within 14 days of delivery without giving a reason. Mandatory consumer rights of your country remain unaffected and apply if they are more favourable.
How to return
- Let us know before you send anything back: [email protected] or +971 58 691 3712, with your order or invoice number.
- We will tell you the return address and, for freight items such as charging carts and cabinets, arrange a collection.
- Please use the original packaging if possible and remove your own devices and data.
Refund
We refund the purchase price, including standard delivery costs, within 14 days of receiving the returned goods, using the same means of payment. The direct costs of returning the goods are borne by the customer unless the product is faulty or we sent the wrong item. This also applies to freight items such as charging carts and cabinets: if we are responsible (defect covered by the warranty, wrong or damaged delivery), we pay for the collection; otherwise the customer does. If the goods show signs of use beyond what is needed to check them, we may deduct a reasonable amount for the loss of value.
Exclusions
Custom-made or personalised products (e.g. individual branding or laser engraving) cannot be returned, unless they are faulty.
Businesses and public institutions
For businesses, school authorities, public authorities and public institutions, returns are only possible if agreed in advance in writing.
Faulty products
If a product is faulty, please use our support: your statutory rights and our manufacturer's warranty apply.