I’ve received a wrong or faulty/defective product…..what do I do?

We’re only human…. Mistakes can happen and we apologize. You may return the faulty or wrong product to us if it meets the following criteria:

You have to let us know within 3 days of receiving the product (that’s plenty of time for you to realize something is wrong with your product);

• Product is damaged on arrival;
• Product received is different from what you’ve ordered;
• The product must be as new, not used, in re-sellable condition, in its original package as it was delivered to you;
• The package must include all items including accessories, manual, stickers, warranty card, etc.

So  how do I initiate the return for my wrong or faulty/defective product?

1. Get in touch with us at dxb@dxb.net or on the CS phone +971506109522 to initiate the return.
2. Let us know the product you would like to return and the reason of return.
3. Wait for a return authorization confirmation from your fellow customer service at DXB.NET
4. We will arrange for the pick-up and you'll be directly contacted by our courier service partner to schedule the best suitable timing for the pick-up. This process might take up to 5 days from the moment you have initiated the Return request.
5. Pack the item in its original state and packaging and  hand it over to the courier representative. 

We will do our best to solve your issue over e-mail or phone calls as fast as possible. Our goal is to have that product up & running quick for you to enjoy it. 

You have collected the product from me…..now what?

Please allow 3 working days from receiving the product in dxb.net office to get back to you with a response. We will inform you as soon as the product lands in our warehouse and keep you posted with our analysis.

Should the item be confirmed as shipped wrong or faulty / defective, DXB.NET will immediately send you a replacement unit that will be delivered to you FREE of cost in 5-7 days from the dispatch date.

If the product is in fact not faulty,

 - you will be requested either to collect the product back from DXB.NET HQ and pay for the shipping fees incurred with the pick-up of the return [Get Directions here] or

- you can request a refund of the order amount, in which case we will be deducting the return shipping fee from the total price of the returned items.

If your order has been paid COD, we will issue a return coupon redeemable on your next purchases  DXB.NET or refund the amount to your card in case of Debit/Credit card payments within 7 working days of the item(s) being received by the courier.  We will inform you once the payment has been processed from our end. However, please note that it may take an additional 7 – 14 working days for the amount to reflect on your bank statement.

It’s not what I wanted; can I return or exchange the product?

Soooo, you changed your mind? No problem. We’ll make it as easy as we can.

The return must meet the following criteria:

• The return must be initiated within 14 days of receiving your product (that’s plenty of time for you to decide);
• The product must be new, not used, in re-sellable condition, in its original package as it was delivered to you;
• The package must include all items including accessories, manual, stickers, warranty card, etc.
• The product was not a discounted / special promotion product.
• If the returned item is received by our team in any other condition than the above mentioned, we reserve the right to refund only a partial amount which varies between 30-50%;
• We will not refund products which get returned in used condition.

How do I initiate the return of my unwanted product?

Unwanted eh… You just broke your product’s heart… still want to return it? The return shipping costs are on us*.

• Get in touch with us at dxb@dxb.net;
• Let us know the product you would like to return and the reason of return;
• Wait for a return authorization confirmation from your fellow customer service at dxb@dxb.net;
• For “change of mind” returns, you will have to send back the goods to our DXB.NET HQ in Dubai based on the provided instructions by dxb@dxb.net.

* "Change of mind" return services are offered currently FREE of cost for orders delivered  within UAE. International returns are subject to additional outbound shipping charges and will be deducted from your refunded store credit amount.

I have sent back the product….now what?

Yes, of course!

If you placed the order using a credit/debit card, we will refund the price of the item(s) returned to the same card. Please note that it may take up to 7 – 14 working days for the amount to reflect in your bank statement once the payment has been processed.

If you have select the Cash on Delivery (COD) service, we will issue you a return coupon that you may use for any future purchases. The Return Coupon will be issued against the price of the item(s) you returned.

Note: Any additional cost that DXB.NET  incurred such as outbound shipping fees in the case of International returns will be deducted from your refunded store credit amount.

Can I return an item purchased with a coupon/discount code?

Let’s say  you used a coupon/discount code to purchase an item (s) from our website and want to return the item, the way we refund is as the following:

If you placed the order using a credit/debit card, we will refund the Total Final Amount of the item(s)  after applying all discounts/coupons by  returning the amount to the same card. Please note that it may take up to 7 – 14 working days for the amount to reflect in your bank statement once the payment has been processed.

Additionally, we will email you a new discount code offering exactly the same benefits and same amount as the first one used.

If you have selected the Cash on Delivery (COD) service, we will add the discount amount to the return coupon.

Please note that enjoying the benefits of new Discount Voucher/Code is applicable just in the case of a full order return and not for partial returns.