This Return, Refund & Exchange Policy (“Policy”) governs all purchases made through our website and is issued in accordance with the applicable consumer protection laws and regulations of the United Arab Emirates (UAE). By placing an order with us, the customer acknowledges that they have read, understood, and agreed to the terms set out below.

1. General Policy Statement

• All sales are considered final, except as expressly stated in this Policy or as required under applicable UAE law.
• We do not offer refunds. We may offer product exchanges only, subject to the conditions outlined below.
• Any exception to this Policy shall be made solely at our discretion and does not establish a precedent for future transactions.

2. Exchanges

2.1 Faulty or Damaged Items

• Exchanges are permitted only in cases where the product is proven to be faulty or damaged at the time of delivery.
• The customer must notify us within a 2 days from the delivery time after receipt of the product and provide sufficient evidence (including photographs or videos, if requested).

2.2 Exchange for Incorrect Purchase (Special Approval)

• On special request and on a case-by-case basis, we may allow an exchange for a different product type or model where the customer has purchased an incorrect item.
• Such exchanges are not guaranteed and are subject to:
  • Case approval
  • Product availability
  • Price differences (to be borne by the customer)

2.3 Conditions for Exchange Approval

All approved exchanges must meet the following conditions:

• The product must be unused, uninstalled, unregistered, and in resaleable condition
• The product must be returned in its original packaging, including all accessories, manuals, labels, and documentation
• Any signs of usage, installation, activation, tampering, or damage caused after delivery will result in rejection of the exchange request

3. Non-Returnable & Non-Exchangeable Items

The following items are strictly non-returnable and non-exchangeable, except where mandated by UAE law:

• Products supplied with a manufacturer’s warranty
• Electronic devices, including but not limited to:
  • Biometric machines
  • Printers
  • Hardware or electronic equipment
• Software, licenses, activation keys, or digital products
• One-time use, consumable, or activation-based products
• Any item that has been:
  • Installed
  • Activated
  • Registered
  • Used
  • Altered in any way

4. Manufacturer Warranty Claims

• Where a product is covered by a manufacturer’s warranty, all warranty claims shall be handled strictly in accordance with the manufacturer’s warranty terms.
• The customer is responsible for returning the product to us within the UAE at the address communicated via email or telephone.
• All warranty claims must include complete warranty documentation, including but not limited to:
  • Original packaging
  • Warranty card
  • Proof of purchase (invoice)
  • All accessories required by the manufacturer
• Failure to provide the required documentation may result in rejection of the warranty claim, for which we shall bear no liability.
• All warranty claims are subject to review, assessment, and approval by the respective manufacturer, authorized distributor, or relevant supplier of the specific brand. We act solely as a facilitator in the warranty claim process and shall not be held liable for any delays, decisions, or outcomes, including rejection of the claim, arising from the manufacturer, distributor, or supplier. Any warranty claim rejected in accordance with the brand’s warranty terms and conditions shall be the sole responsibility of the customer, and all costs related to repair, replacement, or servicing shall be borne entirely by the customer.

5. Shipping, Handling & Logistics Costs

• All shipping and handling fees are non-refundable.
• Shipping charges are levied by third-party logistics service providers and are outside our control.
• The customer shall bear all shipping costs related to:
  • Returns
  • Exchanges
  • Warranty claims
  • Re-delivery of exchanged or repaired items
• Each shipment or transit shall be charged separately, regardless of the reason for return.

6. Inspection & Right of Rejection

• All returned items are subject to physical inspection upon receipt.
• We reserve the right to reject any return, exchange, or warranty claim if the product does not comply with the conditions set forth in this Policy.
• Our decision regarding acceptance or rejection of any claim shall be final and binding, subject to applicable UAE law.

7. Limitation of Liability

• To the maximum extent permitted under UAE law, we shall not be liable for:
  • Indirect, incidental, or consequential losses
  • Business interruption or loss of data
  • Delays caused by third-party logistics or manufacturers
• Our liability, if any, shall be strictly limited to the value of the product supplied.

8. Governing Law & Jurisdiction

• This Policy shall be governed by and construed in accordance with the laws of the United Arab Emirates.

9. Policy Amendments

• We reserve the right to modify or update this Policy at any time without prior notice.
• The version published on our website at the time of purchase shall apply to the transaction.

Need help?

Contact us at hello@digi-access.com for questions related to refunds and returns.