Returns & Refunds.

01Overview

We want you to be completely confident when buying from Digital Mart. In line with UAE consumer protection standards, you may return most products within seven (7) days of delivery for a full refund, and defective products are repaired, replaced, or refunded under warranty in accordance with UAE law.

This policy explains the conditions, timelines, and processes for returns, refunds, exchanges, and warranty service. It applies to purchases made on digitalmart.ae, by WhatsApp or phone, and in our Deira store, unless a different written arrangement was agreed at the time of purchase.

Nothing in this policy limits your statutory rights under applicable UAE consumer protection law. Where this policy is more generous than the law requires, the policy applies.

02Return eligibility

A return qualifies for a full refund when all of the following are met:

• The return is requested within seven (7) days of delivery, and the item is received by us or collected within fourteen (14) days of that request.
• The product is unused, undamaged, and in its original condition, with no activation, no screen time, and no signs of wear.
• All original packaging is intact, including the manufacturer seal, box, accessories, manuals, warranty card, and any bundled gifts or promotional items.
• Proof of purchase (order number, invoice, or receipt) is provided.

Changed your mind?

That is fine. Change-of-mind returns meeting the conditions above receive a full refund of the product price. Original shipping fees are refunded where the return results from our error; otherwise they are not refundable, and a courier collection fee may apply for change-of-mind pickups.

03Non-returnable items

For hygiene and licensing reasons, the following cannot be returned for change of mind, in line with standard UAE retail practice:

• Earphones, earbuds, and headsets where the seal has been opened.
• Software, digital codes, gift cards, and subscriptions once delivered or revealed.
• Pre-owned, refurbished, or clearance items marked “final sale” at purchase.
• Items damaged by misuse, liquid, unauthorized repair, or third-party modifications.
• Customized products (engraving, special configuration) made to your order.

All of the above remain fully covered if they arrive defective or not as described. A fault overrides the exclusion, and your statutory rights apply in every case.

04How to request a return

Step by step

• Contact us on WhatsApp or by email with your order number and the reason for the return. Photos or a short video help us process faster.
• We confirm eligibility and issue a Return Authorization (RA) number, usually within a few hours during business hours.
• Choose your return method: free courier collection (available for defective or incorrect items, and for change-of-mind returns within Dubai), or drop-off at our Deira office during working hours.
• Pack the item securely in its original packaging, clearly marked with the RA number on or inside the parcel.

Important notes

Items sent back without an RA number may take longer to process and cannot be accepted at our office without one. Please remove any personal accounts (Apple ID, Google account, screen locks) from devices before returning; devices locked to an account cannot be processed and will be returned to you.

05Refund processing

Timeline

Once your returned item arrives, we inspect it within two (2) business days and confirm the outcome by email or WhatsApp. Approved refunds are then issued within fourteen (14) days of our confirmation, most much sooner.

How you receive your money

• Card payments: refunded to the original card. Banks typically post the credit within 3 to 10 business days, depending on your issuer.
• Apple Pay / digital wallets: refunded to the original payment token, usually faster than card refunds.
• Cash on delivery: refunded by bank transfer to an account in your name; we will request your IBAN once the return is approved.
• Tabby / Tamara instalments: refunds are processed through the provider under their terms; any instalments already paid are returned to you and future instalments are cancelled.

Partial refunds

Where an item is returned in used or incomplete condition (missing accessories, damaged packaging, activated device), we may apply a reasonable deduction reflecting the loss of value, and we will always explain the deduction before issuing it.

06Exchanges and replacements

Prefer a different colour, storage size, or model? The fastest route is to return the original item for a refund under this policy and place a new order; this guarantees the new item’s stock and price immediately.

Where you prefer a direct exchange, we will arrange a like-for-like swap (same model, different colour or storage) subject to stock availability. If the replacement is out of stock, we will offer a refund or an alternative at your choice. Price differences are charged or refunded accordingly.

Items that arrive wrong, damaged, or incomplete are always replaced free of charge, with collection and redelivery at our cost, once the issue is verified with photos or inspection.

07Defective and dead-on-arrival items

If a product fails to work as expected out of the box, or develops a fault, contact us immediately with your order number, a description of the issue, and a short video showing the fault where possible.

Dead on arrival (first 7 days)

A device that is defective on arrival is replaced with a new, sealed unit or refunded in full, at your choice, including all shipping costs. DOA claims require the fault to be reported within seven (7) days of delivery.

Faults after 7 days

Faults reported after the DOA window are handled under the manufacturer warranty (Section 08). Where a warranty repair is not completed within a reasonable period or is not possible, you are entitled under UAE consumer protection law to a replacement or refund. This policy does not affect those rights.

08Warranty repairs

New devices carry the official UAE manufacturer warranty stated on the product page, typically twelve (12) months from delivery. Warranty is serviced through authorized manufacturer service centers, and we manage the process for you: diagnosis, booking, submission, and status updates.

• Warranty covers manufacturing defects under normal use. It does not cover physical damage, liquid damage, unauthorized repairs, or non-approved accessories.
• Repair timelines are set by the service center and typically range from 3 to 15 business days depending on parts availability.
• Data on your device is your responsibility. Back up before service; repairs may reset the device.
• Warranty decisions rest with the authorized service center’s technical assessment. If you disagree with an assessment, tell us and we will support your case with the center.

Pre-owned and clearance items carry the specific warranty stated on their product page. For the full warranty terms, see our Terms of Service, Section 06.

09Returns questions

For a return authorization, a refund status update, or any question about this policy: