Return & Refund Policy
Extel Mobile Phone Trading LLC – UAE
As a UAE-based retailer, Extel Mobile Phone Trading LLC follows the consumer protection guidelines set by the Dubai Economy (DED). The return policy outlined below applies to both in-store and online purchases.
1. The 7-Day Return Rule
- Sealed Items: Products may be returned or exchanged within 7 days of purchase if they remain in their original, unopened packaging with all factory seals intact.
- Opened Items: Once the packaging has been opened, returns are generally not accepted for change-of-mind purchases. This is standard practice for electronics in the UAE to ensure authenticity and hygiene, especially for accessories such as headphones.
2. Defective or Damaged Products
- Dead on Arrival (DOA): If a device is faulty immediately upon opening, it must be reported within 24–48 hours. After verification by the technical team, a replacement unit is typically issued.
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Manufacturing Defects: If a fault develops after initial use,
it will be processed as a warranty claim:
- Extel Brand: Serviced at authorized Extel service centers (Deira/Karama).
- Major Brands (Apple, Samsung, Lenovo): Handled through the official UAE brand service centers.
3. Non-Returnable Items
The following items are strictly non-returnable unless a confirmed manufacturing defect exists:
- Used accessories (power banks, cables, chargers).
- Software products or activated devices (phones logged into a Google or Apple ID).
- Items with physical damage, including scratches, liquid damage, or cracked screens caused by the user.
4. Refund Process
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Original Payment Method: Refunds are issued via the same method used for payment.
- Cash Payments: Refunded in cash or via bank transfer.
- Credit/Debit Card Payments: May take 7–14 business days for the bank to reflect the refund.
- Service & Delivery Charges: Delivery fees are typically non-refundable unless the return is due to an error by Extel (e.g., incorrect product delivered).
How to Start a Return
- Locate Your Invoice: Returns and warranty claims require the original tax invoice.
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Contact Support:
- Email: info@extelmobiles.com
- Phone: +971 4 27 35 689 (Main Deira Branch)
- Visit the Store: For the fastest resolution, visit the branch where the purchase was made (typically open 10:00 AM – 11:30 PM).
Important Notice:
All returns and exchanges are subject to inspection and approval in accordance with
UAE consumer protection regulations.