Refund and Returns Policy

  1. Product should be returned within 7 days of purchase in original packed condition.
  2. Customers need to produce original Payrelay invoice at the time of return.
  3. If the product purchased has a bundle, then the entire bundle (including any freebies, gift vouchers, accessories, raffle coupons etc) need to be returned or else system price of free items will be charged.
  4. Refunds shall be made according to mode of payment as used in invoicing. Further in case of credit card, refund will be made in same credit card which has been used at the time of invoicing. For refund in other credit card, customer need to share the bank letter for closure or replacement of credit card.
  5. No cash refunds. Upon approval of sales returns, only credit notes will be issued.
  6. Original Credit Note or Gift Voucher is mandatory for redemption.
  7. If the product packing or seal is opened & management approves for return within 7 days, a minimum 15% restocking fees would apply on product regular RSP provided product is unused & confirmed by in charge that same can be offered to other customer.
  8. Personal care items, Headsets, gaming software’s and generic software’s are not applicable for exchange.
  9. Damage unit will not be accepted for any returns. It’s customer’s responsibility to ensure & check the product PRIOR to signing the proof of delivery & in case of click & collect, it must be reported at the time of invoicing. Any damages reported subsequently will not qualify for return or exchange or Warranty terms and conditions.
  10. In case of Dead-on-Arrival (DOA cases), not functioning as per operational manual, returns/ refunds will only be processed after due verification & approval by our personnel or manufacturers authorized service centre technicians, as applicable and this process may take 3-5 working days.
  11. The product must be in its original packed condition (including instruction manual and all accessories), which means it is unworn, unopened from shrink wrap or seal opened, unused and in its original condition. If the conditions are satisfied, customer would be issued credit note for equivalent value.
  12. Credit Note / Gift Vouchers will not be accepted after validity date as printed or 6 months from the date of issue. Lost credit note or gift voucher will be considered as void.
  13. Easy Payment Plans charges will not be refunded if already converted by bank into instalments. To verify from bank, it will take minimum 3 working days.
  14. In case customer is using Discount Voucher as mode of payment, it will be mandatory to pay minimum 25% of invoice value through other mode of payment other than Discount Vouchers. Customer can’t pay 100% of the invoice value through Discount Vouchers as same will be treated as Deemed Sales and will attract 5% VAT.
  15. Certain items like Payrelay Gift Vouchers, Payrelay Gift Cards, e-Vouchers, etc (Payrelay having rights to add any other item) will not be accepted for any sales return. Once voucher code/PIN generated same cannot be returned.
  16. In case a customer is making a sales return of an invoice where Discount Voucher has been redeemed, the customer will get the credit note after reducing the value of Discount Voucher.
  17. In case credit card payment exceeds AED 2,000/- it is mandatory to verify customer’s original ID (Emirates ID card or Driving License or Passport). This is required even for the transactions where PIN has been entered.
  18. In case of appliances or large panel Audio/Video products, no customer returns shall be entertained post the unit is delivered & installed unless supplier gives confirmation to take the unit back or before authorized service centre investigation report & approval
  19. In case product delivered and not installed based on customers request, any subsequent visit for delivery/installation will be a paid service (minimum visit charges AED 100 per visit) and will be subject to availability of technicians.
  20. Post-delivery of stocks/ installation, Payrelay will not entertain any claims for damage stocks. For cases where customer would like to make their own delivery/ installation arrangements, Payrelay will not have any liability for damage or breakage either in transit or while installation.
  21. In case product is sent to service center for repair, Payrelay will not be responsible for any data loss from the device.
  22. Detailed Warranty & Terms & Conditionss have been explained to customer and only after customer’s consent on its charges, invoicing has been done. Customer can view the Terms and Conditions by visiting Payrelay Web page
  23. Terms & Conditions of prevailing loyalty programs will apply in all invoices.