✅ Warranty & Support Policy

✅ NEOTECH®

Reliable warranty handling, transparent support, and UAE-based service.

Business Identity

Brand: NEOTECH®
Legal Operator: NEOLYN TECHNOLOGY LLC
Website: https://neotech.ae
Email: support@neotech.ae
Phone / WhatsApp: +971 50 739 1234

Registered 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, warranty processing, and refunds for purchases on neotech.ae are handled exclusively by NEOLYN TECHNOLOGY LLC, a licensed entity under the Dubai Department of Economy & Tourism (DED).

1) Warranty Coverage & Duration

Warranty coverage depends on the product category and the manufacturer’s official written terms.

  • Warranty starts from the invoice date, unless otherwise stated by the brand
  • Service may be carried out by:
    • The manufacturer’s service center
    • NEOTECH®
    • An authorized UAE service partner (where applicable)

Covered Under Warranty

  • Manufacturing defects present at the time of purchase
  • Hardware malfunctions under normal usage during the valid warranty period
  • Dead-on-arrival (DOA) cases reported within the brand’s DOA window (typically 1–2 working days)

Not Covered Under Warranty

  • Accidental, liquid, impact, or physical damage
  • Misuse, negligence, or unauthorized repair/modification
  • Electrical surges, unstable power, or incompatible peripherals/software
  • Consumables (printheads, ribbons, batteries, labels, rolls) unless the manufacturer explicitly includes them
  • Data loss, corruption, configuration, or software-related issues

2) Eligibility & Required Documents

To submit a valid warranty claim, customers must provide:

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

Claims may be declined if:

  • Warranty has expired
  • Serial numbers are missing or tampered
  • Misuse or unauthorized repair is evident
  • Required documentation is incomplete

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

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

Scope Includes

  • POS systems and complete POS kits
  • Barcode, receipt, and label printers
  • Scanners and weighing scales
  • Basic configuration and connectivity setup

Pre-Service Requirements

  • Valid NEOTECH® invoice
  • Written appointment confirmation (date & time)
  • Site readiness: power, stable LAN/Wi-Fi, access permissions

Charges & Exclusions

  • Basic installation may be complimentary within Dubai (only if confirmed in writing)
  • Out-of-city visits or extended work may incur travel or hourly charges (quoted in advance)
  • Not included unless quoted: cabling, electrical work, civil work, third-party software or subscriptions

4) Customer Responsibilities

Customers are responsible for:

  • Providing timely access and a site contact person
  • Supplying valid admin credentials where required
  • Backing up all data before installation or service

If the site is not ready, the visit may be rescheduled and a revisit fee may apply.

5) Process & Timelines

Installation Workflow

  1. Booking: Scope and schedule confirmed in writing
  2. On-Site Work: Hardware setup, configuration, functional testing
  3. Sign-Off: Job sheet signed or accepted by email
    • No response within 2 business days is treated as acceptance

Warranty Workflow

  1. Ticket: Contact support with invoice, serial/IMEI, and issue details
  2. Evaluation: 2–5 business days after receipt at service center
  3. Repair: Typically 7–14 business days (subject to parts/vendor approval)
  4. Replacement: Offered if repair is not feasible and stock is available, per manufacturer policy

Timelines are best-effort and may vary due to third-party dependencies.

6) Post-Installation & Extended Support

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

7) Scheduling, Cancellation & Re-Visits

  • Cancellations or rescheduling within 24 hours may incur a call-out fee
  • If the site is unprepared upon arrival, the visit may be postponed and a revisit fee charged

8) Data, Access & Confidentiality

  • Customers must back up data before service
  • Temporary credentials should be revoked after service
  • All customer data is handled in accordance with our Privacy Policy

9) Logistics

  • Inbound: Customer delivers equipment unless otherwise agreed
  • Return shipping: Covered by the warranty provider when applicable
  • Transit: Customer must pack 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

Upon request, NEOTECH® may provide:

  • UAE VAT invoices
  • Warranty confirmations
  • Import compliance or brand authorization documents (where applicable)
  • Trade License, VAT Certificate, and Trademark records via secure verification

11) Limitations of Liability

  • NEOTECH® is not liable for delays caused by power issues, site readiness, courier delays, or force majeure
  • NEOTECH® is not responsible for third-party software, network issues, or data loss
  • Liability 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 rights.

Frequently Asked Questions (Warranty & Support)

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 50 739 1234 with your invoice, serial/IMEI, and issue details to receive an RMA number or booking confirmation.

Contact NEOTECH®

📧 support@neotech.ae
💬 WhatsApp: +971 50 739 1234

🏢 Store 13, Computer Building, Al Fahidi – Bur Dubai, Dubai 44245, UAE
🕘 Mon–Sat 9:00 AM–9:00 PM | Sun 9:00 AM–5:00 PM (GST, UTC +4)

Disclaimer

Information is accurate as of the date shown and may be updated to reflect operational or legal changes.

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 is used unless legally documented and verifiable.

Last updated: 31 January 2026 (GST, UTC +4)