Return Policy Page

Q: I received a defective/damaged product, can I get a refund?

If the product you received is damaged or defective, you can return the product in the same condition that you received it with the original box intact and/or the packaging intact. any shipping charges have been paid.


Q: I received a wrong product; how can I return it?

In unusual circumstances where the product received is faulty, you may return the product in the same condition in which you received it with the original box intact and/or the packaging intact. Once we receive the returned product, we will refund the payment as long as the return is within 15 days.


Q: When is “return” not possible?

There are some cases where it is difficult for us to support returns:


If the return is requested outside the specified time frame which is 15 days from the day of receipt.

If the product is used, damaged or not in the same condition you received it in.

Any consumable product that has been used or installed.

Products with a tampered or counterfeit serial number. Anything missing from the packaging you received including price tags, labels and packaging

Original and free accessories and accessories. Fragile and personal hygiene products


Q: I changed my mind; Can I return what I bought?

If you change your mind before receiving your product, simply contact us to cancel your order and we will refund your payment with any applicable shipping charges. If you wish to return the product after receiving it, you have up to 15 days to return it, subject to the rules listed below:


The product is not in the “non-returnable products” list.

The product should not be a liquidation item and it is clearly stated that it is not returnable.

Only products whose “retail packaging” has never been opened (closed / riveted box) and still has its original seal can be returned.

Q: What are the products that cannot be returned?

Products that cannot be returned are:


The product should not be a liquidation item and it is clearly stated that it is not returnable.

When the offer notes specifically state that the product cannot be returned.

Cell phones, unless there is a manufacturer defect

Also, any consumable products that have been used or installed cannot be returned. As described in Consumer Protection Rights in Non-returnable Products section.


Q: How long does it take to receive the returned products?

Usually, a representative of the shipping company will contact you within 3-5 days from the day you requested the return. However, sometimes it can take up to two weeks for a representative of the shipping company to receive the product.


Q: Can I make an appointment with the shipping company to return an item?

At this time, you will not be able to contact the shipping company directly. However, once a shipping company representative contacts you to pick up the product, you can provide it at your preferred time.


Q: Can I return my product after 15 days?

There may be situations where you have not been able to return products within 15 days, in these cases, please contact our Customer Service Team at +971 2 5511633 or through the Contact Us page to file a complaint. Complaints are handled on a case-by-case basis. However, all returns accepted in accordance with consumer protection laws must adhere to the specified period.


Q: How can I get my refund if the payment method is credit card?

If you paid through electronic means (credit card or debit card), the amount paid will be refunded to your card. The amount paid may take up to a month to appear on your Card or CASHU statement, depending on how long it takes the bank to complete the process.


Q: Can I exchange or change a product instead of getting a refund?

Currently, AD Build does not support product exchange or product change policy; However, you can still return the product for a full refund.


Q: I lost the original box in which I received the product, how can I return it?

We only accept returns if the product is in its original unopened box or packaging with all labels and barcodes on it, but in this case, please check our Help Center for more information.


Q: What does "retail wrap" for a product that has never been opened (closed box/riveted) mean?

It means that the product is new, unused, unopened, undamaged and in its original packaging. The packaging must be as is when it is delivered to you.


Q: Can I return a product through my courier company or have it delivered in person anywhere?

At the moment, the product can only be returned to us through one of our couriers.


Q: Who pays the shipping fee when the product is returned?

You can return the product for free within 15 days from the date of delivery, as all shipping fees are covered by AD Build.