Last Updated: November 2025
At NoorTech Hub, we are committed to your complete satisfaction. We understand that purchasing a laptop is an important decision, and we want you to feel confident in your purchase. This Refund and Returns Policy outlines your rights and our procedures in accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection and Federal Decree Law No. 14 of 2023 on E-Commerce.
Our Commitment to You
We stand behind the quality of every product we sell. All laptops and accessories sold by NoorTech Hub are 100% genuine and come with manufacturer warranties. If you encounter any issues with your purchase, we’re here to help resolve them promptly and fairly.
Return & Refund Policy Overview
For Defective or Faulty Products
- Return Period: 7 days from delivery date
- Eligibility: Full refund or replacement for defective, damaged, or non-functional items
- Condition Required: As received (defect must not be caused by customer misuse)
For Change of Mind (Non-Defective Items)
- Return Period: 7 days from delivery date
- Eligibility: Exchange or store credit only (no cash refund for change of mind)
- Condition Required: Unopened, unused, with all original packaging, accessories, and documentation intact
- Restocking Fee: 10% restocking fee may apply
For Wrong Item Delivered
- Return Period: 7 days from delivery date
- Eligibility: Full refund or replacement at no additional cost
- Condition Required: Unopened, unused, in original packaging
Detailed Return Conditions
Eligible for Return/Refund
You may return your laptop or accessory if:
✅ Defective on Arrival – The product has manufacturing defects or hardware failures not caused by misuse
✅ Damaged During Shipping – The product arrives physically damaged or broken
✅ Wrong Product Delivered – You received a different model, specification, or brand than ordered
✅ Significantly Different from Description – The product does not match the specifications listed on our website
✅ Dead on Arrival (DOA) – The product does not power on or function from the first use
✅ Missing Components – Essential accessories, cables, or documentation are missing from the package
Not Eligible for Return/Refund
Returns will NOT be accepted under the following circumstances:
❌ Opened Software, Games, or Digital Products – Due to licensing restrictions, these items cannot be returned once opened or activated
❌ Physical Damage Caused by Customer – Drops, liquid damage, cracks, or damage from misuse
❌ Used or Opened Products Without Valid Defect – Products that show signs of use without a legitimate defect claim
❌ Missing Original Packaging – Items returned without original box, manuals, accessories, or warranty cards
❌ After 7-Day Return Window – Returns requested more than 7 days after delivery (warranty claims still apply)
❌ Sale Items Without Defect – Clearance and promotional items are final sale unless defective
❌ Customized or Special Orders – Laptops with custom specifications or special orders (unless defective)
❌ Consumable Items – Cleaning kits, opened cables, or other consumables
Return Process – Step by Step
Step 1: Contact Our Support Team
Contact us within 7 days of receiving your order:
Email: support@noortechhub.com
Phone: +971 XX XXX XXXX
Hours: Saturday-Thursday: 9:00 AM – 9:00 PM | Friday: 2:00 PM – 9:00 PM
Provide the following information:
- Order number
- Product name and model
- Reason for return
- Photos/videos of defect (if applicable)
- Original invoice/receipt
Step 2: Return Authorization
Our team will review your request within 1-2 business days and provide:
- Return Authorization (RA) Number
- Return shipping instructions
- Return address details
- Expected refund/exchange timeline
Important: Do not ship items back without a Return Authorization Number. Unauthorized returns will not be accepted.
Step 3: Pack and Ship
- Pack the item securely in its original packaging
- Include all accessories, cables, manuals, and warranty cards
- Write the RA number clearly on the package
- Ship using a trackable courier service (we recommend using insured shipping)
Return Shipping Costs:
- Defective/Wrong Item: We cover return shipping costs
- Change of Mind: Customer covers return shipping costs
Step 4: Inspection
Once we receive your return (typically 3-5 business days), we will:
- Inspect the product for defects and condition
- Verify all contents are included
- Process your refund, replacement, or exchange
Step 5: Refund/Exchange Processing
- Refund Timeline: 7-10 business days after inspection approval
- Exchange Timeline: New product shipped within 2-3 business days after approval
- Store Credit: Issued immediately after approval
Refund Methods
Refunds will be processed using the same payment method used for the original purchase:
Credit/Debit Card Payments
- Refund credited to the original card
- Processing time: 7-10 business days
- Bank processing may take an additional 3-5 business days
Cash on Delivery (COD) Payments
- Refund via bank transfer to your provided account
- Please provide accurate bank details when requesting a return
- Processing time: 7-10 business days after receiving correct bank information
Bank Transfer Payments
- Refund to the originating bank account
- Processing time: 7-10 business days
Store Credit
- Issued as a credit voucher for future purchases
- Valid for 12 months from issue date
- Can be used across all products on NoorTech Hub
- Non-transferable and cannot be exchanged for cash
Exchange Policy
We offer exchanges for:
- Defective products (same or similar model)
- Wrong items delivered (correct item shipped)
- Size/specification changes (subject to price difference)
Exchange Process:
- Follow the return process outlined above
- Select “Exchange” as your preferred resolution
- Choose your replacement product
- Pay any price difference if applicable (or receive store credit if replacement is less expensive)
- Receive your new product within 2-3 business days after approval
Price Differences:
- If replacement is more expensive: Pay the difference before shipping
- If replacement is less expensive: Receive store credit for the difference
Warranty Claims
All laptops come with manufacturer warranties. Warranty periods vary by brand:
- HP: 1 year international warranty
- Dell: 1 year international warranty
- Apple: 1 year limited warranty (AppleCare+ available)
- Acer: 1-2 years warranty (varies by model)
- ASUS: 1-2 years warranty (varies by model)
- Lenovo: 1 year warranty
Warranty Claim Process
Within 7 Days of Purchase:
- Contact NoorTech Hub directly
- We will facilitate quick replacement or repair
After 7 Days (During Warranty Period):
- Contact NoorTech Hub for assessment
- We will coordinate with the manufacturer’s authorized service center
- If repair takes more than 7 days, we may provide a loaner laptop (subject to availability)
What Warranty Covers:
- Manufacturing defects
- Hardware failures during normal use
- Component malfunctions
What Warranty Does NOT Cover:
- Physical damage (drops, liquid damage, cracks)
- Software issues or virus infections
- Damage from unauthorized repairs
- Normal wear and tear
- Lost or stolen items
Required for Warranty Claims:
- Original purchase invoice
- Warranty card
- Product serial number
- Detailed description of the issue
Special Circumstances
Damaged During Delivery
If your package arrives damaged:
- DO NOT ACCEPT the delivery if the box is visibly damaged
- Take photos/videos of the damaged package
- Contact us immediately at support@noortechhub.com
- We will arrange a replacement shipment at no cost
Missing Items in Package
If accessories or items are missing from your delivery:
- Contact us within 48 hours of delivery
- Provide your order number and list missing items
- We will ship missing items at no additional cost
Price Drop Within 7 Days
As per UAE consumer protection regulations, if we reduce the price of an item you purchased within 7 days of your purchase:
- Contact us with proof of purchase
- We will refund the price difference to your original payment method
- Claim must be made within 30 days of original purchase
Non-Returnable Items
The following items are final sale and cannot be returned unless defective:
- Software licenses and activation codes (once used)
- Downloadable digital products
- Opened antivirus or software packages
- Gift cards and store credit vouchers
- Earphones and headphones (opened, for hygiene reasons)
- Clearance and liquidation items (marked as final sale)
- Custom-built or made-to-order laptops
Consumer Rights in UAE
In accordance with UAE Federal Law No. 15 of 2020, you have the right to:
✅ Receive products that match advertised specifications
✅ Return or exchange defective or non-conforming products
✅ Receive clear information about return and warranty policies
✅ Fair treatment and compensation for legitimate complaints
✅ File complaints with UAE consumer protection authorities
Filing a Complaint
If you’re not satisfied with our resolution, you may escalate your complaint to:
Ministry of Economy – Consumer Protection Department
- Toll-Free: 600 522 225
- Email: consumer@economy.ae
- Website: https://u.ae/en/information-and-services/justice-safety-and-the-law/consumer-protection
Dubai Economic Department (for Dubai residents)
- Toll-Free: 600 545 555
- Consumer Rights Unit
Important Notes
📋 Keep Your Receipt: Always retain your original invoice/receipt for returns and warranty claims
📦 Original Packaging: Keep original boxes and packaging for at least 7 days after delivery
📸 Document Issues: Take photos/videos of defects immediately upon discovery
⏰ Act Quickly: Return requests must be initiated within 7 days of delivery
✉️ Get Authorization: Always obtain an RA number before returning items
🔒 Backup Data: Remove all personal data from laptops before returning
Contact Our Returns Department
For Return Requests & Inquiries:
📧 Email: support@noortechhub.com
📞 Phone: +971 XX XXX XXXX
💬 WhatsApp: +971 XX XXX XXXX
Email Subject Line Format: “Return Request – Order #[Your Order Number]”
Business Hours:
- Saturday to Thursday: 9:00 AM – 9:00 PM GST
- Friday: 2:00 PM – 9:00 PM GST
Average Response Time: 24-48 hours
Policy Updates
We reserve the right to update this Refund and Returns Policy at any time to comply with UAE regulations or improve our services. Any changes will be posted on this page with an updated “Last Updated” date. Continued use of our services after changes constitutes acceptance of the revised policy.
Our Promise
At NoorTech Hub, your satisfaction is our priority. We strive to make every purchase experience smooth and worry-free. If you have any questions about returns or refunds, our dedicated customer support team is always ready to assist you.
Thank you for choosing NoorTech Hub – Your Trusted Laptop Partner in UAE
This policy is governed by the laws of the United Arab Emirates, including Federal Law No. 15 of 2020 on Consumer Protection and Federal Decree Law No. 14 of 2023 on E-Commerce.
