📜 Return & Refund Policy
Last updated: October 28, 2025
At xzactor.ae, we prioritize transparency and customer satisfaction. This policy adheres to the UAE Consumer Protection Law, which protects your rights as a buyer.
xzactor.ae offers support for defective or incorrect products within 7 days of delivery.
Factory Defect or Wrong Item:
We offer replacement only for defective products or parts. Refunds are not provided unless legally required and a replacement is not possible.
Condition:
The product must be:
- Unused and unassembled.
- In its original packaging.
- Reported within 7 days with clear video/photo proof.
How to Claim:
Email support@xzactor.ae with your order number, details, and evidence.
Returns will not be accepted for the following:
- Used or assembled products.
- Customized or modified products.
- Missing original packaging or accessories.
- A "change of mind" after the product has been used.
- Return requests made after 7 days.
To initiate a return for a valid issue:
- Contact Us: Reach out via WhatsApp (+971 54 231 0569) or Email (support@xzactor.ae).
- Provide Details: Include your order number, a clear explanation, and supporting video/photo evidence.
- Verification: Our team will verify your claim within 2 business days.
- Approval: If approved, you may drop off the product at our service center or request a pickup. (Note: Pickup charges may apply unless the fault is ours).
If a refund is approved (e.g., if a replacement is not possible):
| Payment Method | Refund Time |
|---|---|
| Credit/Debit Card | 7–14 business days |
| Bank Transfer | 3–7 business days |
| Cash on Delivery (COD) | Store Credit Only (valid for 6 months) |
Important Note: Shipping, assembly, and customization charges are non-refundable.
Products can be dropped off at our service center (UAE) after contacting our team for scheduling and inspection. Please contact us to schedule.
This policy complies with the following UAE laws:
- Federal Law No. 24 of 2006 (UAE Consumer Protection Law): This gives customers the right to be informed, protected, and to receive proper service. If a product is defective, the seller must repair or replace it.
- Cabinet Decision No. 66 of 2020: This regulation clarifies how sellers must handle returns, warranties, and replacement timelines. It also confirms that refunds are not mandatory if a replacement or repair is possible.
At xzactor.ae, we fully respect these laws and ensure fair treatment for all customers.