✅ Warranty & Support Policy

✅ Warranty & Support — NEOTECH® UAE

Business Identity

Brand: NEOTECH®
Operator / Legal Entity: NEOLYN TECHNOLOGY LLC
Website: neotech.ae
Email: support@neotech.ae
Phone / WhatsApp: +971 50 197 5252
Address: Store 13, Computer Building, Al Nahdha Street (Opp. Admiral Plaza Hotel), Al Fahidi – Bur Dubai, Dubai 44245, United Arab Emirates
Service Area: United Arab Emirates (UAE) only

All orders, invoices, and refunds for purchases on neotech.ae are processed exclusively by NEOLYN TECHNOLOGY LLC under the Dubai Department of Economy & Tourism (DED).

1) Warranty Coverage & Duration

Warranty coverage depends on the product category and manufacturer’s official written terms.
Service may be carried out by the manufacturer’s service center, NEOTECH®, or an authorized UAE partner.
Warranty begins from the invoice date unless otherwise stated by the brand.

Covered under warranty:

  • Manufacturing defects present at purchase.
  • Hardware malfunctions under normal use during the valid warranty period.

  • Dead-on-arrival (DOA) issues reported within the brand’s DOA window (typically 1–2 working days).

Not covered under warranty:

  • Accidental, liquid, or impact damage; misuse; unauthorized repair or modification.
  • Electrical surges, power instability, or incompatible peripherals/software.
  • Consumables (printheads, ribbons, batteries, etc.) unless manufacturer includes coverage.
  • Data loss, corruption, or configuration issues.

2) Eligibility & Required Documents

To submit a valid warranty claim, you must provide:

  • A genuine NEOTECH® invoice matching our sales records.
  • Intact serial/IMEI/model number labels.
  • Manufacturer warranty card or activation proof (if applicable).
  • Clear supporting photos, videos, or error logs if requested.

Claims may be declined if warranty has expired, serials are tampered, misuse is evident, or documentation is incomplete.

3) Installation & On-Site Support (Optional, UAE Only)

Professional installation and configuration are available across the UAE for eligible products.

Scope:

  • POS systems, barcode/receipt/label printers, scanners, weighing scales.
  • Basic configuration and connectivity setup by NEOTECH®.

Pre-service requirements:

  • Valid NEOTECH® invoice.
  • Confirmed appointment (written date/time).
  • Site readiness: accessible workspace, power, stable LAN/Wi-Fi, authorized access.

Charges & exclusions:

  • Basic installation may be complimentary within Dubai (confirmed in writing).
  • Out-of-city or extended projects may incur technician travel or hourly rates (quoted in advance).
  • Not included unless quoted: cabling, electrical, civil works, or third-party subscriptions.

4) Customer Responsibilities

  • Provide timely access and a site contact person during service.
  • Supply valid Wi-Fi or admin credentials when required.
  • Back up all important data before installation or service.
  • If the site is unprepared, the visit may be rescheduled and a revisit fee may apply.

5) Process & Timelines

Installation Workflow

  1. Booking: Confirm scope and schedule in writing (site visit if needed).
  2. On-site Work: Hardware setup, configuration, and functionality test.
  3. Sign-Off: Authorized representative signs the job sheet or accepts via email. Lack of response within 2 business days confirms acceptance.

Time estimates are best-effort and may vary depending on third-party or network conditions.

Warranty Workflow

  1. Ticket: Email support@neotech.ae or WhatsApp +971 50 197 5252 with invoice, serial/IMEI, and issue details to obtain an RMA number.
  2. Evaluation: Within 2–5 business days after receipt at the service center.
  3. Repair: Usually 7–14 business days depending on parts availability and vendor approval.
  4. Replacement: Provided if repair is not feasible and stock is available, in accordance with the manufacturer’s policy.

6) Post-Installation & Extended Support

  • Complimentary remote assistance for 7 days after installation (email, phone, or WhatsApp).
  • Paid on-site support and Annual Maintenance Contracts (AMC) available for out-of-warranty or long-term needs.

7) Scheduling, Cancellation & Re-Visits

  • Cancellations or rescheduling within 24 hours of a booked visit may incur a call-out fee.
  • If the site is not ready upon arrival, the visit may be postponed and a revisit fee charged.

8) Data, Access & Confidentiality

  • Customers are responsible for data backup before any service.
  • Temporary credentials shared with NEOTECH® should be revoked after service.

  • All customer information is treated as confidential in compliance with our Privacy Policy.

9) Logistics

  • Inbound: Customer delivers equipment to the agreed service point unless otherwise arranged.
  • Return shipping: Covered by the warranty provider when applicable.
  • Transit: Customer must pack items securely with tracking; NEOTECH® is not responsible for damage during customer-arranged transit.

For 30-day change-of-mind returns (new-only), see our Refund Policy.

10) Institutional & VAT Documentation

On request, NEOTECH® provides:

  • VAT invoices and warranty confirmations.
  • Import compliance and brand authorization documents (if applicable).
  • Verified Trade License, VAT certificate, and Trademark registration (available through our secure verification process upon request).

11) Limitations of Liability

  • NEOTECH® is not liable for delays caused by power failure, site readiness, courier delays, or force majeure.
  • NEOTECH® is not responsible for third-party software issues, network problems, or data loss.
  • Our responsibility is limited to repair or replacement of defective hardware within valid warranty terms.

12) Governing Law & Jurisdiction

This policy is governed by the laws of the United Arab Emirates.
The courts of Dubai, UAE have exclusive jurisdiction, without prejudice to mandatory consumer protection laws.
See our Terms of Service for full details.

Contact

📧 support@neotech.ae
📱 +971 50 197 5252
🏢 Store 13, Computer Building, Al Fahidi – Bur Dubai, Dubai 44245, UAE
🕓 Mon–Sat 9 AM–9 PM | Sun 9 AM–5 PM (GST, UTC+4)

FAQ

Do you offer installation outside Dubai?
Yes, installation is available across the UAE. Travel or additional service fees may apply for remote locations.

Is network setup included?
Basic connectivity configuration is included where applicable. Full IT remediation or third-party subscriptions are outside scope unless quoted in advance.

How do I book installation or a warranty repair?
Email support@neotech.ae or WhatsApp +971 50 197 5252 with your invoice, serial/IMEI, and issue details to receive an RMA number or booking confirmation.

Disclaimer

Information is accurate as of the date above and may be updated periodically.
This page complies with:

  • UAE Consumer Protection & eCommerce Law
  • Google Merchant Center Misrepresentation Policy
  • Shopify Terms of Service

⚠ Adjusted for compliance: UAE-only operations; no “authorized,” “official,” or “guaranteed” wording unless legally documented and verifiable.

Last updated: 29 October 2025 (GST, UTC+4)

 

FAQ

Does NEOTECH offer free shipping in Dubai and across the UAE?

A: Yes, NEOTECH® provides free standard shipping across Dubai and the UAE.

Orders placed before 2:00 PM GST (UTC+4) are usually processed the same business day.

Our standard delivery timeframe is 4–7 business days (1–2 days handling + 3–5 days transit, Monday to Saturday).

Q: What is NEOTECH’s return and refund policy?

A: NEOTECH® offers a 30-day return and refund policy on all products sold in the UAE.

Items must be in new condition and include all original packaging and accessories.

We provide free returns with a prepaid printable return label — no restocking fees apply.

Refunds are processed within 15 business days after the returned item is inspected.

Exchanges are available for defective, damaged, or incorrect items.

👉 For full details, please visit our Refund Policy.ew condition with original packaging.

  • Free returns with a prepaid label.
  • Refunds processed within 15 business days.
  • Exchanges available for defective or incorrect items.
    👉 See our Refund Policy for full details.
Q: Do NEOTECH products come with a warranty?

A: Yes, all NEOTECH® products include a minimum 1-year warranty covering manufacturing defects and hardware issues.

All warranty and repair services are handled locally within the UAE in accordance with our official warranty policy.

Some categories, such as POS systems and printers, may include extended warranty options as specified on the product page.

For warranty assistance or repair requests, please contact our support team via WhatsApp or email.

👉 See our Warranty & Repair Policy for full details.

Q: Can I get a VAT invoice for my NEOTECH order?

A: Yes, every NEOTECH® purchase includes a VAT-compliant invoice issued under UAE Federal Tax Authority (FTA) guidelines.

Invoices are automatically emailed to you after your order is confirmed and processed.

They include your order details, VAT amount, and NEOLYN TECHNOLOGY LLC TRN (Tax Registration Number) for business accounting and tax claims.

If you need a duplicate or updated copy, please contact our support team via WhatsApp or email, and we’ll resend it promptly.

Q: What types of products does NEOTECH sell?

A: NEOTECH® supplies barcode and POS technology for businesses across the UAE. Our main categories include:

  • Receipt printers & label printers
  • Barcode scanners & RFID readers
  • POS terminals, cash drawers, & peripherals
  • Rugged tablets & mobile printers
  • Consumables & accessories (labels, ribbons, cables)

These products are commonly used in retail, warehousing/logistics, healthcare, and hospitality across the UAE. All items are sold new, include a minimum 1-year warranty, and ship free UAE-wide within 4–7 business days.

If you don’t see a model you need, contact our support team via WhatsApp or email for availability.

Q: How can I contact NEOTECH for support or inquiries?

A: You can reach the NEOTECH® Customer Support Team through the following channels:

📧 Email: support@neotech.ae
📱 WhatsApp / Phone: +971 50 197 5252

🕓 Support Hours:

  • Monday–Saturday: 9:00 AM – 9:00 PM GST
  • Sunday: 9:00 AM – 5:00 PM GST

We’re happy to assist with orders, returns, warranty claims, or product inquiries across the UAE.

Q: Does NEOTECH ship outside the UAE?

A: Currently, NEOTECH® ships only within the United Arab Emirates (UAE).

All deliveries are domestic and VAT-compliant, with shipping times of 4–7 business days (1–2 days handling + 3–5 days transit, Monday–Saturday).

We do not offer international delivery through our website.

For export or bulk B2B inquiries, please contact our support team via WhatsApp or email — we can assist with custom business shipments or authorized export arrangements on request.

Q: How fast is delivery for NEOTECH products in Dubai?

A: NEOTECH® provides free standard delivery within 4–7 business days across the UAE.

Orders placed before 2:00 PM GST (UTC +4) are usually processed the same business day.

Delivery within Dubai is often completed faster—typically within 3–5 business days depending on the location and courier schedule.

All orders include tracking details, and you can contact our support team for updates or express delivery options in select areas.

Q: Are NEOTECH products original and authentic?

A: NEOTECH® sells brand-new, genuine branded products suitable for business use in the UAE.

Each order includes a VAT-compliant invoice and is covered by our minimum 1-year warranty (see product page/policy for details).

NEOTECH® is a registered trademark in the UAE, and orders are fulfilled from Dubai with free UAE delivery (4–7 business days).

If you need supporting documentation (e.g., invoice copies or warranty confirmation), our support team can provide it on request.

Q: What industries use NEOTECH printers and POS systems?

A: NEOTECH® supplies barcode, printing, and POS hardware commonly used in the UAE by:

  • Retail & supermarkets: POS terminals, receipt printers, barcode scanners
  • Warehousing & logistics: label/receipt printers, mobile printers, RFID/barcode scanners
  • Healthcare & pharmacies: barcode scanners, label printers for medications and records
  • Hospitality & restaurants: POS terminals, cash drawers, kitchen/receipt printers
  • Field services & ticketing: rugged tablets, mobile printers

All products are sold new, include a minimum 1-year warranty, and ship free across the UAE within 4–7 business days. For model recommendations by industry, contact our support team via WhatsApp or email.