REFUND AND RETURN POLICY

Effective Date: 23 August 2026

We want our customers to shop with confidence. This Refund and Return Policy explains the conditions under which products may be returned, exchanged, or refunded.

1. 30-DAY RETURN POLICY

Eligible products may be returned within 30 days from the date of delivery.

To qualify for a return:

  • The product must be returned in the same general condition in which it was received.
  • All accessories, chargers, cables, manuals, and other included items must be returned.
  • The original packaging should be included where reasonably possible.
  • The product must not have been damaged through misuse, negligence, accident, or unauthorized repair.
  • Proof of purchase or order details may be required.

2. RENEWED AND PRE-OWNED PRODUCTS

Renewed or pre-owned laptops, desktops, and other electronic products may show reasonable signs of previous use, such as minor cosmetic marks or scratches.

Minor cosmetic signs that were disclosed or are consistent with the advertised condition of a renewed product are not considered product defects.

However, if the product has a functional problem that was not disclosed at the time of sale, please contact our customer support team.

3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive a product that is:

  • Defective
  • Damaged during delivery
  • Incorrect
  • Significantly different from the product ordered

please contact us as soon as possible after receiving the order.

We may request photographs, videos, serial numbers, or other information to verify the issue before arranging a return, replacement, repair, or refund.

4. CHANGE-OF-MIND RETURNS

Eligible products may be returned within the applicable return period if you change your mind, provided the product meets the return conditions stated in this policy.

Products showing damage, misuse, missing accessories, unauthorized modification, or other conditions affecting resale may not qualify for a full refund.

5. NON-RETURNABLE OR RESTRICTED ITEMS

A return may be refused or limited where:

  • The product has been physically damaged after delivery.
  • The product has been misused or handled negligently.
  • The product has been opened, repaired, modified, or upgraded by an unauthorized third party.
  • Serial numbers, identification labels, or security stickers have been removed or altered.
  • Important accessories or components are missing.
  • The product is returned outside the applicable return period.
  • Software, accounts, passwords, or personal security locks prevent inspection or resale.
  • The product was sold under clearly stated special conditions that restrict returns, where permitted by applicable law.

Nothing in this policy limits any rights that cannot legally be excluded under applicable UAE consumer protection laws.

6. DATA AND PERSONAL INFORMATION

Customers are responsible for backing up and removing personal files, passwords, accounts, and other information before returning a laptop, desktop, mobile device, storage device, or other electronic product.

We are not responsible for personal data remaining on a returned device.

Returned devices may be reset, formatted, or erased as part of the inspection or return process.

7. RETURN INSPECTION

All returned products are subject to inspection.

After receiving the returned item, we will check its:

  • Physical condition
  • Functionality
  • Serial number
  • Accessories
  • Packaging where applicable
  • Signs of misuse, damage, or unauthorized repair

Once the inspection is completed, we will inform you whether the return or refund has been approved.

8. REFUNDS

If a refund is approved, it will normally be processed using the original payment method where possible.

For Cash on Delivery or bank-transfer orders, we may request appropriate bank or payment details to process the refund.

The time required for the refunded amount to appear in your account may depend on your bank, card issuer, or payment service provider.

Original delivery charges or return shipping charges may not be refundable unless the return results from an incorrect, defective, or damaged product supplied by us, or where otherwise required by applicable law.

9. EXCHANGES

Where stock is available, an eligible product may be exchanged instead of refunded.

If the replacement product has a different price, any applicable price difference will be communicated before the exchange is completed.

Exchange availability depends on current stock.

10. RETURN SHIPPING

If a return is caused by a confirmed defective, damaged, or incorrect product supplied by us, we will provide instructions regarding return collection or shipping.

For eligible change-of-mind returns, return delivery or collection charges may be the customer’s responsibility.

Please contact our support team before sending any product back.

11. WARRANTY CLAIMS

Our return policy is separate from any product warranty.

Eligible renewed laptops and desktops may include a 1-year technical warranty, as stated on the applicable product listing or warranty terms.

If an issue occurs after the return period but within the applicable warranty period, the product may be handled according to our Warranty Policy rather than as a standard return.

12. ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible.

If the order has not yet been dispatched, we will try to cancel it.

If the order has already been dispatched, it may need to be handled as a return after delivery and applicable delivery or return charges may apply.

13. RETURN PROCESS

To request a return:

  1. Contact our customer support team.
  2. Provide your order number or proof of purchase.
  3. Explain the reason for the return.
  4. Provide photographs or videos if requested.
  5. Wait for return instructions before sending the product.
  6. Return the product with its accessories and included items.
  7. The product will be inspected before a refund, replacement, or exchange is approved.

Please do not send a product back without first contacting our team.

14. CUSTOMER SUPPORT

For returns, refunds, exchanges, warranty assistance, or questions about this policy, please contact us:

Website: https://dwoox.com
WhatsApp: +971 50 248 0038

We will make reasonable efforts to resolve eligible return and refund requests fairly and promptly.

15. CHANGES TO THIS POLICY

We may update this Refund and Return Policy from time to time.

Any updated version will be published on this page with a revised effective date.

By placing an order through our website, you acknowledge that you have read and understood this Refund and Return Policy.