E>City Return and Exchange Policy

E>City Return and Exchange Policy

RETURN AND EXCHANGE POLICY (Retail Store and Online)

At E>City, your satisfaction is guaranteed. If you are not satisfied with your purchase, we will accept the return of products within seven (7) days from the date of collection or home delivery. Returns and exchanges are subject to the following terms and conditions:

For Return & Exchange of Products:

Customers can visit any E>City store in the UAE, call the E>City Helpline at 800-32489, email us at contactus@ecityuae.ae for assistance.

Refunds and Exchange Policy:

  • For all items that meet the return criteria highlighted below, Refunds for products purchased will be given as E>City gift voucher to be used for future purchases
  • Refunds for purchases made through gift cards or loyalty points will be provided through a E>City gift voucher

·        Returns and exchanges are only valid within the country where the product was purchased.

Return and Exchange Not Applicable:

  • If the packaging is incomplete or the product is damaged or scratched.
  • For customized/special-order products, cut cables/wires, apparel, personal care, and hygiene products.
  • If the online activation code is scratched or redeemed.
  • If the device has an activation/password lock, such as Find My iPhone (FMIP), Find My Mobile (FMM), or Find My Device (FMD).
  • If the VAT has been refunded against the invoice.

For Accessories & Personal Care Items:

·        Returns are accepted if the product is sealed/packed or has a manufacturing defect upon opening. No returns are accepted if the product is opened and in good working condition.

For Hard Goods:

  • The product must be in the same condition as when the customer received it (unopened, with the original packaging, including accessories, user manuals, warranty cards, and brand seals).
  • For IT and Telecom products, no returns are allowed if the product has already been activated by the customer.
  • For opened items, returns are allowed but a restocking fee will apply.
  • If the customer wishes to receive unopened units, they must sign an acknowledgment releasing E>City from any further claims.
  • The product must be accompanied by the original sales invoice for return or exchange.
  • The product must be unused and unopened, with all original packaging materials, accessories, manuals, registration cards, free-of-cost (FOC) bundled products, and promotional vouchers.

For Returns for Major/Medium Home Appliances, Large Panels, Audio/Video Products:

  • Return or exchange will be done based on the manufacturer’s authorized service centre’s investigation report and approval.
  • Handling Charges for Returns: For customers who accept supplier delivery and request a return within 7 days of purchase, a handling charge will be applicable

RETURN AND EXCHANGE POLICY (Open Box/Display Units)

·        The standard E>City return, exchange, and warranty policy does not apply to open box and display items. Defective products must be returned to any E>City store within seven (7) days of purchase after verification by authorized personnel.

 

·        Warranty: A six-month warranty applies to open box and display units purchased from E>City. The warranty becomes invalid if the product is tampered with, opened, or shows signs of physical or liquid damage.

Restocking Fees:

If the packaging is soiled or opened and the product is not defective, unused, or without visible scratches, the product maybe accepted back in exceptional circumstances with a restocking fee as follows:

  • For All Products: Minimum 15% of invoice value or as per criteria applicable
  • Restocking fee will be deducted from the final gift voucher value given to customer
  • For major/medium home appliances and large panels, restocking fees will apply after a review by the authorized service partner.

Dead on Arrival (DOA) or Not Functioning Products:

Products dead on arrival or not functioning as per the manual will be exchanged or returned after verification by E>City personnel or the manufacturer’s authorized service centre.

Non-Refundable Charges:

Service, delivery, and installation charges are non-refundable once acknowledged by the customer.

Inspection:

Customers should inspect products before signing the Proof of Delivery (POD). Any product reported damaged after signing the POD will not qualify for returns or warranty claims.

Extended Warranty/Damage Protection Plans:

These can be returned if the product is returned within the manufacturer’s warranty period. The store management’s decision is final.

Important:

If customers are found to abuse the return policy by making excessive returns, returning items not in their original condition, or frequently cancelling orders, E>City reserves the right to issue warnings, impose restrictions, or terminate customer accounts as necessary.