Refund policy
Return & Refund Policy — NEOTECH® UAE
Clear Returns. Fair Refunds. Customer-Friendly Support.
Business Identity
Website: https://neotech.ae
Display Name (Brand): NEOTECH®
Legal Entity / Operator: NEOLYN TECHNOLOGY LLC
TRN (VAT): 100319094700003
Registered Address:
Store 13, Computer Building
Al Fahidi – Bur Dubai
Dubai 44245
United Arab Emirates
Support: support@neotech.ae
All payments, invoices, refunds, and customer transactions on neotech.ae are processed exclusively by NEOLYN TECHNOLOGY LLC.
A valid UAE VAT Tax Invoice is issued for every eligible order.
This policy is intended to comply with applicable UAE consumer protection requirements and industry best practices.
Quick Summary
Applies To
- UAE orders only
- UAE deliveries
- UAE collections
Return Window
- 30 days from delivery date
Return Method
- Courier return
- Authorized collection
- Return Authorization Number (RAN) required
Return Shipping
- Free prepaid return label for eligible returns
Fees
- No restocking fees
- No hidden fees
Refund Processing
- Within 15 business days after return approval
- Returned to original payment method
Exchanges
- Accepted subject to stock availability
Product Condition
Products should be:
- New
- Unused
- Undamaged
- Complete with accessories
- Returned in original packaging where reasonably possible
1. Eligibility for Returns
Products may be eligible for return when:
- Returned within 30 days of delivery
- Accompanied by proof of purchase
- In substantially the same condition as received
- Free from misuse, abuse, modification, or accidental damage
Acceptable proof of purchase includes:
- Order confirmation
- Tax invoice
- Order number
Returns requested after the return period may be reviewed individually but are not guaranteed to be accepted.
2. Non-Returnable Products
Unless defective, incorrect, damaged during delivery, or required by applicable law, the following items are generally non-returnable:
- Activated software licenses
- Digital downloads
- Electronic activation codes
- Opened thermal labels
- Opened thermal ribbons
- Opened consumables
- Custom-configured products
- Customized products
- Specially manufactured products
Additional product-specific restrictions may be stated on the product page.
3. How to Start a Return or Exchange
To request a return or exchange:
Email:
Please provide:
- Order number
- Product details
- Reason for return
- Photographs if applicable
After review, NEOTECH® will issue:
- Return Authorization Number (RAN)
- Return instructions
- Prepaid return label where applicable
Returns sent without a valid RAN may be delayed, refused, or returned to sender.
4. Return Method & Costs
Return Methods
Returns may be completed through:
- Courier collection
- Courier drop-off
- Other approved return arrangements
Return Shipping Cost
For eligible approved returns:
- NEOTECH® covers return shipping costs
- A prepaid return label may be provided
Where a return is outside policy eligibility, the customer may be responsible for return shipping costs.
5. Refunds
After the returned product is received and inspected:
- Customers will receive confirmation of approval or rejection
- Approved refunds are processed within 15 business days
- Refunds are returned to the original payment method whenever possible
Depending on the bank or payment provider, additional time may be required before funds appear in the customer's account.
Refunds are processed by:
NEOLYN TECHNOLOGY LLC
VAT adjustments and VAT credit notes may be provided where applicable.
6. Exchanges
Exchanges are available within the return period subject to:
- Product eligibility
- Stock availability
- Product condition
Where a replacement product differs in value:
- Additional payment may be required
or - A partial refund may be issued
NEOTECH® will assist customers in identifying suitable replacement options where possible.
7. Incorrect, Damaged, or Defective Products
If a product arrives:
- Incorrect
- Damaged during transit
- Defective upon receipt
Please contact NEOTECH® as soon as reasonably possible after discovery.
Contact:
Email: support@neotech.ae
Customers may be asked to provide:
- Photographs
- Short videos
- Product details
- Packaging details
This helps accelerate assessment and resolution.
Where the claim is confirmed, NEOTECH® may provide:
- Replacement
- Repair
- Refund
at no additional cost to the customer.
8. Order Verification & Refund Protection
To protect customers, cardholders, payment providers, and NEOTECH®, certain orders may be subject to verification before shipment.
Verification may be requested where:
- Customer information cannot be verified
- Payment information appears inconsistent
- Delivery information appears unusual
- Fraud-prevention systems identify elevated risk
- Additional confirmation is reasonably required
If payment authorization, customer identity, delivery information, collection arrangements, or order legitimacy cannot be reasonably verified, NEOTECH® may:
- Place the order on hold
- Cancel the order
- Issue a full refund to the original payment method
A refund issued under these circumstances does not imply wrongdoing by the customer and is intended solely to protect all parties from unauthorized transactions, fraud, payment disputes, or chargebacks.
9. Special-Order & Non-Stock Products
Certain products are sourced, imported, configured, or procured specifically for a customer.
Examples may include:
- Barcode equipment
- POS hardware
- RFID equipment
- Rugged computers
- Industrial equipment
- Custom configurations
Where a product has been specially sourced or procured after customer confirmation, cancellation or return rights may be limited after supplier confirmation, except where:
- Required by applicable law
- The product is defective
- The product is incorrect
- NEOTECH® is unable to supply the item
If NEOTECH® cannot supply the ordered product, a full refund will be issued.
10. Authorised Return Address
NEOTECH® — Returns Department
Store 13, Computer Building
Al Fahidi – Bur Dubai
Dubai 44245
United Arab Emirates
Important
Do not return products without a valid Return Authorization Number (RAN).
Unauthorized returns may be delayed or refused.
11. Policy Updates
This policy may be updated periodically to reflect:
- Legal changes
- Operational changes
- Product changes
- Compliance updates
The latest published version replaces all previous versions.
Nothing in this policy limits or removes rights that customers may have under applicable UAE law.
Need Help?
NEOTECH® Customer Support
Email: support@neotech.ae
Support Hours (GST / UTC+4)
Monday–Saturday: 9:00 AM – 9:00 PM
Sunday: 9:00 AM – 5:00 PM
Frequently Asked Questions
Q: How long do I have to return a product?
A: Eligible products may generally be returned within 30 days of delivery.
Q: Is return shipping free?
A: Yes. Eligible approved returns include a prepaid return label at no cost to the customer.
Q: How long do refunds take?
A: Approved refunds are processed within 15 business days, although banks may require additional time to post funds.
Q: Can NEOTECH® cancel and refund an order before shipment?
A: Yes. If payment authorization, customer identity, delivery details, collection arrangements, or order legitimacy cannot be reasonably verified, NEOTECH® may cancel the order and issue a full refund to the original payment method.
Q: Are special-order products returnable?
A: Certain specially sourced or customized products may have limited cancellation or return rights after supplier confirmation, except where required by law or where the product is defective, incorrect, or cannot be supplied.
Compliance
This Return & Refund Policy is intended to align with:
- UAE Consumer Protection requirements
- UAE eCommerce requirements
- Dubai business compliance requirements
- Google Merchant Center policies
- Shopify platform requirements
NEOTECH® operates on a UAE-only supply basis and does not make unsupported claims of authorization, exclusivity, official status, guaranteed availability, or guaranteed delivery unless supported by written documentation.