Return & Refund Policy

At GearZone, we want you to be satisfied with your purchase. We carefully inspect and pack our products before delivery. If you receive a product that is defective, damaged, incomplete, incorrect, or does not match the product description, please contact us as soon as possible so that we can assist you.

This Return & Refund Policy applies to purchases made through gearzone.ae and, where applicable, purchases made directly from our physical store.

1. Eligibility for Returns

A product may be eligible for return or exchange in the following circumstances:

The product is defective or does not function as described.
The product was damaged before or during delivery.
The wrong product, model, specification, or quantity was delivered.
The product is incomplete or missing components that were included with the purchase.
The product does not correspond to the description or specifications published on our website.
The product is subject to a valid warranty claim that requires replacement or another remedy.
Other circumstances where a return or refund is required under applicable UAE laws.

For products that are defective or damaged, GearZone may inspect and test the product before determining the appropriate remedy, which may include repair, replacement, exchange, or refund, depending on the circumstances and applicable law.

2. Change-of-Mind Returns

For products that are not defective, damaged, incorrect, or otherwise covered by a legal or warranty claim, GearZone may accept a return within 7 days of delivery, provided that:

The product is unused.
The product is in its original condition.
The original packaging, accessories, manuals, labels, and promotional items are included.
The product has not been registered, activated, configured, or permanently linked to a user account.
There are no signs of physical damage, misuse, modification, or tampering.
The product can be returned in a condition suitable for resale.

Change-of-mind returns are subject to inspection and approval by GearZone.

3. Products That May Not Be Eligible for Change-of-Mind Returns

Due to their nature, certain products may not be eligible for a change-of-mind return once opened, activated, registered, or used, including:

Software licenses, digital products, activation keys, and downloadable products once activated or redeemed.
Operating system licenses or software that has been activated.
Products or services that have been customized or specially configured at the customer's request.
Consumable items once opened or used.
Products with security seals or protective packaging that has been opened where opening prevents resale.
Products damaged as a result of misuse, accident, unauthorized modification, improper installation, or failure to follow manufacturer instructions.

This does not affect any rights the customer may have under applicable UAE consumer protection laws in relation to defective, damaged, incomplete, or incorrectly supplied products.

4. Computer Components and Hardware

For computer components such as CPUs, GPUs, RAM, SSDs, motherboards, power supplies, and other hardware, the product must be returned with all original accessories and packaging.

Products showing signs of:

Physical damage;
Burn marks or electrical damage;
Liquid damage;
Bent or broken pins;
Unauthorized modification;
Incorrect installation;
Tampering;
Damage caused by incompatible components or improper use;

may be subject to inspection and may not qualify for a change-of-mind return.

Where a product is covered by a manufacturer or distributor warranty, GearZone may coordinate the warranty process with the relevant manufacturer, authorized distributor, or service center.

5. Damaged Products on Delivery

Please inspect your order when it is delivered.

If the package or product appears damaged, please contact GearZone as soon as possible and provide:

Your order number;
Photos or videos of the package and product;
A description of the damage;
Any relevant delivery information.

Where appropriate, we may request additional photographs, videos, or other information to help us investigate the issue with the courier or supplier.

6. Wrong or Missing Items

If you receive an incorrect product or an order is missing an item, please contact us promptly.

After verification, GearZone may arrange for the incorrect item to be collected and provide the correct item or another appropriate remedy.

7. Return Request Process

To request a return, please contact our customer service team with:

Order Number:
Customer Name:
Product Name:
Reason for Return:
Photos/Videos (if applicable):

Please do not send a product back without receiving return instructions from GearZone.

Once your request is received, our team will review the case and provide the appropriate next steps.

8. Product Inspection

Returned products may be inspected and tested by GearZone or, where necessary, by the relevant manufacturer, distributor, or authorized service center.

For technical products, testing may be required to determine whether the reported issue is caused by a manufacturing defect, shipping damage, software/configuration issue, compatibility issue, user damage, or another cause.

The inspection process does not affect any rights provided to consumers under applicable UAE law.

9. Refunds

If a refund is approved, GearZone will process the refund using the appropriate payment method or another mutually agreed method, subject to applicable payment-provider and banking procedures.

Depending on the circumstances of the return, the refunded amount may include the amount paid for the returned product and any applicable amounts that are required to be refunded under UAE law.

Refund processing times may vary depending on the original payment method and the customer's bank or payment provider.

10. Delivery and Return Charges

Where the return is due to a defective, damaged, incorrect, or incomplete product, GearZone will handle the return process in accordance with applicable UAE law and the circumstances of the case.

For approved change-of-mind returns, any applicable delivery, collection, or return costs may be the customer's responsibility.

11. Warranty

Many products sold by GearZone are covered by a manufacturer's or authorized distributor's warranty.

Warranty coverage, duration, and service procedures may vary by product and manufacturer.

A warranty does not normally cover damage resulting from:

Accidental damage;
Liquid or moisture exposure;
Physical damage;
Improper installation;
Unauthorized repairs or modifications;
Misuse or abuse;
Electrical damage caused by unsuitable power sources;
Use outside the manufacturer's specifications.

Where a product develops a fault during its applicable warranty period, please contact GearZone so we can assist with the appropriate warranty process.

12. Custom-Built and Configured Systems

For custom-built PCs, upgraded systems, or products specially configured according to customer requirements, change-of-mind returns may not be available because components may have been installed, configured, or specifically allocated for the customer's order.

However, this does not affect the customer's rights regarding defective or incorrectly supplied products under applicable UAE laws and warranty obligations.

13. Refunds for Cancelled Orders

If an order has not yet been dispatched, customers may contact GearZone to request cancellation.

If the order has already been dispatched, cancellation may be treated as a return and may be subject to the applicable return conditions.

Orders for specially ordered, customized, or allocated products may be subject to specific cancellation conditions communicated to the customer before purchase.

14. UAE Consumer Protection

Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any rights or remedies available to consumers under applicable laws and regulations of the United Arab Emirates.

Where UAE law provides a consumer with a right to repair, replacement, exchange, return, or refund, GearZone will comply with the applicable legal requirements.

15. Contact Us

If you have any questions about a return, exchange, refund, or warranty claim, please contact GearZone:

GearZone Computer store
Website: https://gearzone.ae
Email: support@gearzone.ae
Location: https://maps.app.goo.gl/uhj5p4YzhyEwP1di7

Our customer service team will review your request and guide you through the applicable return or warranty process.

GearZone reserves the right to update this Return & Refund Policy from time to time. The version published on this page at the time of purchase will apply to the relevant order, subject to applicable UAE laws and regulations.