Phonology.ae – Return, Refund & Exchange Policy
(In accordance with UAE Consumer Protection Law)
At Phonology.ae, we aim to provide a smooth and transparent shopping experience. This policy outlines our return, refund, and exchange guidelines in compliance with UAE Federal Law No. (15) of 2020 on Consumer Protection and Cabinet Decision No. (66) of 2023 (E-Commerce Regulations).
1. Return Eligibility
You may request a return within 7 calendar days of receiving your order for:
A. Defective, damaged, or incorrect items
Return is accepted even if the product has been opened or tested, provided it is:
- Defective or not functioning properly
- Damaged during delivery
- Incorrect item delivered
- Not matching the website description
B. Change-of-mind (non-defective) returns
We accept change-of-mind returns only if the product is in perfect retail condition, meaning it is:
- Completely unopened
- Unused
- Sealed exactly as delivered
- All accessories, manuals, and packaging intact
Opened, activated, or used products cannot be returned for change of mind as they cannot be resold.
2. Exchange Policy
- If your item is defective, damaged, or incorrect, we will offer a free replacement after inspection.
- If the identical item is unavailable, you may select another product or receive a refund.
- Exchanges for change-of-mind requests follow the same conditions as returns (must be unopened and unused).
3. Refund Policy
A full refund will be issued if:
- The product is defective and cannot be repaired or replaced
- The wrong item is delivered
- The product is significantly different from the online listing
- The order is not delivered within 15 working days (excluding force majeure)
Refund processing time
- Refunds are processed within 10 days after we receive and inspect the returned item.
- Your bank may require additional time to reflect the refund.
- If you do not receive your refund within 15 days of approval, contact us at support@phonology.ae.
4. Non-Returnable Items
The following cannot be returned unless faulty:
- Opened or activated electronics
- Used personal care/hygiene items (e.g., earphones)
- Customized or personalized items
- Clearance or final-sale items
- Items damaged due to misuse or improper handling
5. Return Methods & Fees
- Returns are accepted by courier/mail.
- Return shipping is free. A prepaid return label is included in the package or sent by email.
- In-store returns may be accepted where applicable.
6. Warranty & Repair Support
Most products sold on Phonology.ae come with a manufacturer's warranty, provided by the brand or authorized UAE distributor.
Customers must provide:
- Product serial number (if applicable)
- Proof of purchase
We will assist with authorized UAE service centers in accordance with the official warranty terms.
Repair Timeframe
- Once a product is handed to the authorized service center, the standard repair time is up to 10 working days.
- Delays may occur due to spare part availability or manufacturer procedures, and we will update you accordingly.
7. How to Initiate a Return
Email support@phonology.ae within 7 days with:
- Order number
- Reason for return
- Photos or videos (if applicable)
We will provide return instructions and a prepaid shipping label.
Returns without approval will not be accepted.
8. Legal Compliance
- This policy is governed by UAE Consumer Protection Law and regulated by the Ministry of Economy and local economic departments.
- Phonology.ae is a licensed UAE e-commerce business.