Return, Exchange & Refund Policy

Policy Overview

This policy applies to eligible products purchased from DuuD.ae or a DUUD showroom, including online delivery orders, online card-payment orders and Click & Pick purchases.

Customers may request a return, exchange, repair or refund according to the product condition, reason for the request, applicable warranty and the conditions stated in this policy.

Inspecting or accepting a product at a showroom does not remove any mandatory customer right relating to an incorrect product, manufacturing defect or another matter protected by applicable UAE law.

Return and Reporting Timeframes

A customer should contact DUUD as soon as a problem is identified. Delayed reporting may affect our ability to verify delivery damage, missing items or another time-sensitive issue.

Products Eligible for Return or Exchange

A return or exchange may be accepted when one or more of the following conditions apply:

• The customer received a product different from the confirmed model, colour, storage capacity, specification or quantity.
• The product was damaged before delivery or collection.
• A manufacturing defect is confirmed through inspection or the applicable authorised service process.
• The product is unused, unopened, sealed and returned within 7 calendar days.
• The product includes its original box, accessories, manuals, labels, warranty materials and promotional items.
• The original invoice or valid proof of purchase is provided.
• The IMEI, serial number and product identifiers match DUUD’s sales records.

Non-Returnable Products

A change-of-mind return will normally not be accepted for:

• Mobile phones, tablets, watches, computers or other devices that have been opened, activated, registered, configured or used.
• Products showing scratches, dents, liquid damage, impact damage, misuse or unauthorised modification.
• Products with missing boxes, accessories, manuals, warranty materials, free gifts or other supplied items.
• Products with removed, altered or mismatched IMEI numbers, serial numbers, barcodes, security seals or warranty labels.
• Products locked by an Apple ID, Google account, Samsung account, passcode, pattern lock or another customer security feature.
• Opened earphones, earbuds, personal audio products or hygiene-sensitive products, unless defective.
• Installed screen protectors, customised products, completed setup services or completed data-transfer services.
• Clearance products, display products, pre-owned products or special-condition products when the condition was clearly disclosed before purchase.
• Special-order products obtained specifically for the customer, except where defective, incorrect or otherwise required by applicable law.

Defective Products

A customer who believes that a product has a manufacturing defect should contact DUUD and submit the product with:

• The original invoice or proof of purchase.
• The complete product and original box.
• All supplied accessories and materials.
• A clear description of the reported problem.
• Photographs or videos where reasonably requested.

DUUD may inspect the product or submit it to the manufacturer, supplier, authorised service centre or qualified technical team for verification.

After verification, the appropriate solution may include repair, replacement, exchange or refund, depending on the nature of the defect, applicable warranty, product availability and mandatory consumer rights.

DUUD will not classify customer misuse, accidental damage, liquid damage, unauthorised repair or software modification as a manufacturing defect.

Incorrect, Missing or Damaged Deliveries

Customers should inspect the external packaging and verify the delivered product as soon as reasonably possible.

An incorrect, incomplete or visibly damaged delivery should be reported within 24 hours through DUUD’s official contact channels.

The customer may be asked to provide:

• The order or invoice number.
• Photographs of the external package.
• Photographs of the product and shipping label.
• An unboxing video, when available and relevant.
• Details of any missing, incorrect or damaged item.

When the problem is confirmed as a DUUD or delivery error, DUUD will arrange the appropriate return or collection without charging the customer a return delivery fee.

How to Submit a Return Request

In-store return

Customers may return an eligible product to the designated DUUD showroom stated by our customer service team.

Courier return

Courier return may be arranged for eligible delivery orders. Customers should not send a product to DUUD without first receiving return instructions.

The customer remains responsible for securely packing the product with all required accessories and documents.

Return Delivery Costs

Any applicable return cost will be communicated before a courier return is arranged.

Refund Method and Timing

A refund is initiated only after the returned product has been received, inspected and approved.

DUUD will initiate an approved refund within 7 business days after return approval.

Refunds will normally be issued through the original payment method:

• Card payments are refunded to the original card or payment account.
• Bank-transfer payments are refunded to the verified payer’s bank account.
• Cash purchases are refunded according to the approved showroom refund procedure.
• Finance or instalment refunds are subject to the applicable finance provider’s settlement process.

After DUUD initiates a card or bank refund, the financial institution may normally require an additional 5–14 business days to display the amount in the customer’s account.

Delivery charges are refunded when the return results from an incorrect product, confirmed delivery damage or another issue attributable to DUUD. Original delivery charges are normally not refunded for a change-of-mind return.

Product Exchanges

An eligible product may be exchanged after it has been inspected and approved according to this policy.

• The replacement product is subject to stock availability.
• If the replacement costs more, the customer pays the difference before collection or dispatch.
• If the replacement costs less, the approved balance is refunded through the applicable payment method.
• An exchange does not restart or extend a manufacturer’s warranty unless the applicable warranty terms state otherwise.

DUUD will not replace a product with a different model, colour, storage capacity or specification without the customer’s approval.

Order Cancellation

Customers should contact DUUD promptly when they wish to cancel an order.

• An order may generally be cancelled before dispatch, product activation, special ordering or completed setup.
• An unpaid Click & Pick reservation may be cancelled before collection.
• Once an order has been dispatched, the applicable return conditions and delivery costs may apply.
• Special-order or customised products may not be cancellable after procurement has started when this condition was disclosed before purchase.

If DUUD cancels a paid order because the product cannot be supplied, the customer will receive a refund of the amount paid for the cancelled order.

Warranty Support

Warranty coverage may differ according to the product, brand, model, regional version, condition, supplier and warranty provider.

The applicable warranty type and duration should be stated on the product page, invoice, order confirmation or warranty document.

Warranty requests may require:

• The original invoice.
• The product serial number or IMEI.
• A product inspection.
• Submission to the authorised service provider.

Warranty may not cover accidental damage, liquid damage, misuse, unauthorised repair, software modification, removed serial numbers or another excluded condition.

Manufacturer or supplier warranty conditions do not remove any mandatory consumer protection available under applicable law.

Customer Accounts, Passwords and Personal Data

Before submitting a device for return, exchange, repair or inspection, the customer should:

• Back up important personal data.
• Remove Apple ID, Google, Samsung and other personal accounts.
• Disable device-tracking and activation-lock features.
• Remove SIM cards, memory cards and personal accessories.
• Remove passwords, passcodes and pattern locks when reasonably required for inspection.

DUUD is not responsible for customer data that was not backed up or removed before a device was submitted, except where responsibility cannot legally be excluded.