1. Scope and your legal rights
This policy covers services, hardware, and software purchased directly from etechworks, a UAE-based company located in Dubai, UAE. Contact support@etechworks.com for a return, cancellation, warranty claim, or refund request.
Mandatory rights under applicable UAE law take priority over this policy, quotations, manufacturer procedures, and any commercial return conditions. A change-of-mind arrangement does not set the deadline for a defect claim.
2. Hardware that is defective or incorrectly supplied
If hardware is faulty, unsafe, damaged on delivery, incomplete, incorrectly supplied, or materially different from the agreed specifications, notify us with the order reference and a description of the issue. Stop using unsafe equipment.
We will assess the issue promptly and provide the repair, replacement, return, refund, or other remedy required by law. We will honour any statutory right to a refund; store credit will not be imposed instead of a refund that is legally due. Opening the packaging or not retaining the original box does not by itself invalidate a defect claim.
We cover reasonable return or collection costs where the claim results from a defect or our supply error. We will explain any inspection findings. Manufacturer checks will not be used to avoid our obligations or delay a legally required remedy.
3. Warranty and damage after delivery
Warranty details are provided with the purchase. Please contact us for help with a claim, even where a manufacturer or authorised service centre carries out the repair.
Damage caused by misuse, accidental damage after delivery, or an unauthorised modification is assessed separately from an original product defect. We will explain why a particular issue is outside the applicable warranty; an exclusion does not automatically remove unrelated legal rights. Any paid repair requires your agreement before work starts.
4. Hardware change-of-mind requests
For a correctly supplied, non-defective product, any additional change-of-mind return period and conditions will be agreed in the written quotation or order before purchase. Contact us before ordering if you need this option.
Where a voluntary return is agreed, its eligibility requirements may include unused equipment, original packaging, all accessories, and removal of account locks. Custom-configured or specially sourced hardware may have different voluntary cancellation conditions, disclosed before acceptance.
Any agreed delivery, collection, or restocking deduction applies only where lawful and disclosed in advance. These commercial conditions do not restrict remedies for faulty, misdescribed, or incorrectly supplied goods.
5. Services: cancellation and incomplete work
You may request cancellation by email. For a voluntary cancellation before work begins, we refund the unearned payment, subject only to lawful, documented commitments specifically agreed with you before they were incurred.
If work has begun, we provide a breakdown of conforming work completed and any lawful, previously agreed third-party commitments. The unused balance is refunded. A deposit is not automatically forfeited. We do not charge for unperformed future work simply because the engagement has been cancelled.
If we cancel or cannot supply the agreed service, we refund payment for the service not delivered, without affecting any further remedy due to you.
6. Services that are defective or do not meet the agreement
Please explain the issue and identify the relevant deliverable or agreed requirement. We will investigate and, where appropriate, correct or re-perform the service without an additional charge.
Where applicable law entitles you to a refund because we refuse or fail to perform properly, or delay performance, we will provide the required refund, including the full price where required. A cancellation deduction for completed work does not override this entitlement. You do not have to accept a paid change request to correct our failure to meet the agreed scope.
7. Software licences, subscriptions, and app-store purchases
For direct software or subscription purchases, cancellation, activation, renewal, and billing conditions will be disclosed before purchase. Issued or activated licences may be restricted for voluntary change-of-mind returns where this was disclosed and is lawful. Faulty, incorrectly supplied, or unusable software remains subject to applicable legal remedies.
You can request cancellation of future subscription renewal using the agreed cancellation method. Refunds for an already billed period depend on the agreement and applicable law, including remedies for service failure.
If another seller or app store processed your purchase, its refund process may be needed to reverse that payment. Contact that seller and let us know if you need product support. Platform rules do not remove mandatory legal rights or our responsibilities.
8. How to make a request and return equipment
- Email support@etechworks.com with your name, order or invoice reference (or other proof of purchase), reason for the request, and the remedy you are seeking.
- Where relevant, include a serial number, photographs, or a short description of the fault. Do not email payment card details, passwords, or unnecessary sensitive documents.
- We will confirm the next steps and, for hardware, provide collection or return instructions. Please contact us before sending equipment; do not send it to an unconfirmed address.
Back up data and, where possible, remove personal information and account locks before returning a device. Tell us if a fault prevents this. We will explain any reset or repair that may affect stored information. Return procedures are intended to help resolve the request and are not a waiver of statutory rights.
9. Refund payment and timing
Once a refund entitlement and amount are established, we aim to initiate payment within seven business days, or sooner where the law requires. If an assessment is needed, we will explain the next steps and keep you informed; the assessment does not suspend a statutory deadline.
Refunds are normally returned through the original payment method. If that is not possible, we agree a suitable alternative with the purchaser. Your bank or payment provider may need additional processing time. We will confirm when the refund is initiated.
The refund calculation will explain any applicable delivery charges, VAT adjustment, or lawful deduction. No administration or restocking fee will be used to reduce a refund required for our failure to supply conforming goods or services.
10. Complaints and policy changes
If you disagree with an outcome, ask for a review at support@etechworks.com. You may also contact the competent consumer protection authority in Dubai or the UAE; an internal review is not a prerequisite. Official complaint channels are linked in the UAE government guidance below.
The policy agreed at purchase applies to that transaction. Later updates do not retrospectively reduce your rights. See also our Terms & Conditions.