Refund policy

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.

1. Return & Warranty for Factory Defects (UAE Only)
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.

2. Non-Returnable Items

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.

3. Return Procedure

To initiate a return for a valid issue:

  1. Contact Us: Reach out via WhatsApp (+971 54 231 0569) or Email (support@xzactor.ae).
  2. Provide Details: Include your order number, a clear explanation, and supporting video/photo evidence.
  3. Verification: Our team will verify your claim within 2 business days.
  4. 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).

4. Refunds (UAE Orders Only)

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.

5. Return Location
Products can be dropped off at our service center (UAE) after contacting our team for scheduling and inspection. Please contact us to schedule.

6.  Legal Compliance – UAE Consumer Law

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.