--- title: "Return & Refund Policy" description: "## 1. General Policy At Qonooz, we strive to ensure customer satisfaction while maintaining fair and transparent policies. All return, refund, or replacement requests are subject to the terms outlined below and require prior approval. --- ## 2. Return Eligibility…" url: "https://qonooz.com/knowledgebase/return-policies/" updated: "2026-03-30" category: "Sale & Use Facts" tags: - Qonooz - refunds - replacement - returns - sale - warranty --- # Return & Refund Policy ## 1. General Policy At Qonooz, we strive to ensure customer satisfaction while maintaining fair and transparent policies. All return, refund, or replacement requests are subject to the terms outlined below and require prior approval. --- ## 2. Return Eligibility Returns may be requested within **7 days of delivery** if: - The item is **defective, damaged, or not as described** - The item is **unused, in original packaging**, and in resalable condition - All accessories, manuals, packaging, and any included items are returned --- ## 3. Non-Returnable Items The following items are not eligible for return: - Opened or used items (unless defective) - Items damaged due to misuse, installation, or improper handling - Items missing original packaging or accessories - Products with damaged or incomplete retail packaging - Special-order or customized items - Hygiene-related products (e.g., earphones, personal-use items) - Software, digital products, or activated devices - Products that have been **activated, registered, or linked to user accounts** --- ## 4. Sealed & Opened Items Policy - Items sold in sealed packaging, once opened, are considered **used** - Opened items are not eligible for return unless proven defective - Any signs of use may result in rejection or partial refund --- ## 5. Change of Mind Returns For change-of-mind requests: - Returns are accepted **subject to approval** - A **restocking fee of 15%–20%** of the item value will be applied - Delivery charges are non-refundable - Return shipping cost is the responsibility of the customer - Payment processing fees may be deducted as they are non-recoverable --- ## 6. Restocking Charges Restocking fees apply in the following cases: - Change-of-mind returns - Order cancellation after dispatch - Refused deliveries without valid reason **Restocking Fee Structure:** - Unopened item in original condition: **15% fee** - Opened box (unused but packaging opened): **20% fee** - Items returned with damaged packaging, missing items, or signs of use: → Additional deductions or partial refund may apply based on condition --- ## 7. Damaged or Incorrect Items If you receive a damaged or incorrect item: - Notify us within **48 hours of delivery** - Provide clear photos or videos as proof - Customers are advised to record an unboxing video upon delivery Failure to provide sufficient proof within the required timeframe may result in rejection of the claim. Once verified, we will offer: - Replacement (preferred), or - Full refund if a replacement is not available (No restocking fees apply in this case) --- ## 8. Return Process 1. Contact us with: - Order number - Description of the issue - Supporting photos/videos 2. After approval: - Return instructions will be provided - Returns sent without prior approval will not be accepted 3. Approved returns must be shipped within **3 days of approval**. Delayed returns may be rejected. 4. Qonooz reserves the right to determine the return method and courier. --- ## 9. Inspection & Approval All returned items are subject to inspection. Qonooz reserves the right to: - Determine the condition of the returned item - Apply deductions where applicable - Approve or reject returns based on inspection Partial refunds may be issued for items returned in a condition different from original. --- ## 10. Refunds - Refunds are processed after inspection and approval - Processing time: **5–7 working days** (depending on payment provider) - Refunds will be issued via the original payment method - Applicable restocking fees and processing charges will be deducted --- ## 11. Shipping & Fees - Delivery fees are non-refundable - Return shipping costs are borne by the customer (unless item is defective) - COD and service-related fees are non-refundable --- ## 12. Refused Deliveries If a delivery is refused without valid reason: - Delivery and return shipping costs will be deducted - A restocking fee will apply --- ## 13. Failed Delivery Attempts If delivery fails due to incorrect address, unavailability, or customer-related reasons: - Return shipping and restocking charges will apply --- ## 14. Order Cancellations - Orders can be cancelled only before dispatch - Once shipped, cancellation will be treated as a return and restocking fees may apply --- ## 15. Delivery Timeframes Delivery timelines are estimates and not guaranteed. Delays do not qualify for cancellation, return, or compensation. --- ## 16. Product Use & Installation Items that have been installed, used, altered, or configured after delivery are not eligible for return. --- ## 17. Bundles & Promotions - Items sold as part of a bundle must be returned in full - Free gifts or promotional items must be returned with the main product - Missing items may result in deductions --- ## 18. Communication & Response Time Customers must respond to return-related communication within **48 hours**, otherwise the request may be closed. --- ## 19. Delivery Confirmation Courier confirmation (signature, OTP, or photo proof) will be considered as successful delivery. --- ## 20. Serial Number Verification Returned items must match the original serial number or identifiers recorded at dispatch. --- ## 21. Chargebacks & Disputes Initiating a payment dispute or chargeback without contacting us first may result in restriction from future purchases. --- ## 22. Warranty - Products may include manufacturer warranty where applicable - Warranty service is subject to manufacturer terms and processes --- ## 23. External Factors Qonooz is not liable for delays caused by factors beyond our control, including logistics disruptions, customs clearance, or regional conditions. --- ## 24. Policy Updates Qonooz reserves the right to update or modify this policy at any time without prior notice. --- ## 25. Governing Terms All transactions are governed by the applicable laws and regulations within the United Arab Emirates. --- ## 26. Abuse & Misuse We reserve the right to: - Reject returns that do not meet the above conditions - Limit or refuse service in cases of repeated misuse of the return policy --- ## 27. Final Decision Qonooz reserves the right to make the final decision on all return, refund, and replacement requests.