Refund & Return Policy

01Overview

We want you to be satisfied with every purchase from ZAMN Mobile Phones & Accessories Trading Co. L.L.C. This policy explains when you can cancel an Order, return a Product, exchange it, or receive a refund — and how long each step takes.

This policy applies to all purchases made through zamnmobiles.com, WhatsApp, or in person at our shop in Deira, Dubai. It sits alongside your statutory rights under UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection and does not limit them.

02Cancelling an Order

• Before dispatch — you may cancel any Order at no cost. Message us on WhatsApp or email us with your Order or invoice number. If payment has already been taken, we refund the full amount, including any delivery charge.
• After dispatch but before delivery — you may refuse the parcel at the door or ask us to recall it. We refund the value of the Products; the outbound delivery charge is non-refundable in this case.
• After delivery — the return process below applies.

We may also cancel an Order ourselves — for example, if an item is out of stock, if a pricing error occurred, or if we cannot verify the payment or delivery details. In those cases you receive a full refund and we will contact you to explain.

03Return Eligibility

You may request a return within 7 calendar days of the delivery date (or the date of purchase for in-store sales), provided that the Product:

• Is unused, unactivated and in fully resalable condition;
• Is in its original packaging, with all seals, tags, plastic wrap, manuals, warranty cards and free gifts included;
• Includes every bundled accessory — charger, cable, adapter, SIM tool, case — exactly as supplied;
• Has no physical damage, scratches, dents, liquid exposure or signs of use;
• Has not been registered to an account, and has no active activation lock (iCloud, Google FRP, Samsung account or similar);
• Is accompanied by the original tax invoice or a clear copy of it.

04Items That Cannot Be Returned

For hygiene, safety, licensing and activation reasons, the following are not eligible for return or refund unless they are faulty:

• In-ear and on-ear headphones, earbuds and any audio product where the hygiene seal has been broken;
• Screen protectors and tempered glass once applied or unsealed;
• Devices that have been activated, registered, or where the software has been modified;
• Items with a broken manufacturer seal on the box, where that seal indicates first use;
• SIM cards, prepaid recharge vouchers, e-vouchers, gift cards and digital or downloadable content;
• Products damaged by misuse, accident, liquid, unauthorised repair or non-genuine accessories;
• Items sold as clearance, display units, open-box or “final sale”, where this is clearly stated at the point of sale;
• Special orders and personalised or engraved items sourced specifically at your request.

Nothing in this section affects your right to a remedy where a Product is defective, not as described, or unfit for its ordinary purpose.

05Faulty, Damaged or Incorrect Items

Damaged in transit or wrong item delivered

Please inspect your parcel at delivery. If the box is visibly damaged, note it with the courier before signing. Report any damage, missing item, or incorrect item to us within 24 hours of delivery with photographs of the packaging, the item and the invoice. We will arrange collection and send the correct item, or issue a full refund including delivery charges — at no cost to you.

Dead on arrival (DOA)

If a device does not power on or has a clear manufacturing defect out of the box, notify us within 3 calendar days of delivery. After verification — by us or by the manufacturer's authorised service centre — we will replace the unit with an identical new item, or issue a full refund if a replacement is unavailable.

Faults appearing later

Faults reported after the DOA window are handled under the manufacturer's warranty. See section 11 below and the warranty section of our Terms & Conditions.

06How to Request a Return or Refund

1. Contact us within the applicable window — WhatsApp +971 56 648 3997 or email Abdorahman.h.ahmad@gmail.com.
2. Provide your invoice or Order number, the item name and IMEI or serial number where applicable, the reason for the return, and clear photographs of the item and its packaging.
3. Wait for approval. We respond within 1 to 2 Business Days with a return authorisation and instructions.
4. Return the item — hand it to our shop in Deira, or hand it to the courier we arrange. Please pack it securely in its original box.
5. Inspection. We inspect the returned item within 2 to 3 Business Days of receiving it.
6. Outcome. We confirm the approved remedy — refund, replacement or exchange — and process it as described below.

Please do not send an item back without contacting us first. Unauthorised returns may be refused and returned to sender.

07Inspection and Assessment

Every returned item is inspected against the eligibility conditions in section 3. We check completeness of the box contents, physical condition, activation status, and — where a fault is claimed — the reported defect.

If an item fails inspection, for example because it shows physical damage, is missing accessories, or is still locked to an account, we will contact you with photographs and an explanation. You may then choose to have the item returned to you at your cost, or to accept a partial refund where we are able to offer one.

08Refund Method and Timeline

Approved refunds are always issued to the original payment method. We cannot refund to a different card, account or person.

We will confirm by email or WhatsApp once a refund has been issued. If the credit has not appeared after the periods above, contact your bank first, then contact us and we will provide the transaction reference.

09Exchanges

Where you would prefer a different model, colour or capacity, we are happy to arrange an exchange within the same 7-day window, subject to the same eligibility conditions and to stock availability.

• If the new item costs more, you pay the difference before we dispatch it.
• If the new item costs less, we refund the difference to your original payment method.
• Exchanges are limited to one per Order line.

10Who Pays for Return Delivery

• We pay when the item is faulty, damaged in transit, incorrect, or not as described. We also refund the original delivery charge in these cases.
• You pay when you change your mind, ordered the wrong model, or no longer want the item. The original delivery charge is not refunded in these cases.
• You can always avoid return delivery charges by bringing the item to our shop in Deira during working hours.

We do not charge a restocking fee on approved returns.

11Warranty Claims Are Separate

A return is not the same as a warranty claim. Once the 7-day return window has passed, a faulty Product is handled under the manufacturer's warranty — typically 12 months for devices and 3 to 6 months for accessories, unless stated otherwise.

Warranty repairs and replacements are carried out by the manufacturer's authorised service centre in the UAE. We will help you identify the correct centre and raise the claim. Warranty service results in repair or replacement, not a cash refund, unless the manufacturer determines that the unit cannot be repaired or replaced.

12Questions About a Return

Our team handles every return case personally. Please get in touch with your invoice number to hand: