Support Policy

 At Refurb.ae, we are committed to providing our customers with high-quality refurbished electronics and top-notch customer support. Our goal is to ensure that every purchase experience is smooth, and that you have the help and guidance you need when it comes to using or troubleshooting your device. This Support Policy outlines the support services we offer and how we assist our customers.

1.Product Support

Refurb.ae offers a range of refurbished devices, including smartphones, laptops, tablets, and other electronics. We stand behind the quality of our products, which are thoroughly inspected, tested, and certified to ensure they meet high standards of performance.
Product Warranties: Every device purchased from refurb.ae comes with a limited warranty that covers manufacturing defects. The length of the warranty depends on the product type (e.g., 12 months for smartphones, 1 year for laptops). Please refer to your product page or order confirmation for specific warranty details.
- Product Setup and Usage Support: We provide support for setting up your device, including operating system installation, configuration, and troubleshooting. If you need assistance with initial setup, please contact our support team.

 2.Technical Support

Our technical support team is available to help with any questions or issues you encounter with your refurbished device. Whether it's a hardware or software issue, we’re here to assist.
-Contacting Support: You can reach our support team by:

  - Email: support@refurb.ae
  - Phone: +971566247186
  - Live chat by WhatsApp : Available during business hours .

-Support Hours: Our technical support team is available Monday to Friday, from 9:00 AM to 6:00 PM (UAE time). We do not offer support during weekends or public holidays.
- Common Support Issues:
  - Device not powering on
  - Screen or hardware issues
  - Connectivity or network problems
  - Software or app installation
  - Battery performance issues
  - Data backup and recovery support
- Troubleshooting: Our support team will guide you through troubleshooting steps to help resolve any issues remotely, but in certain cases, we may ask for your device to be returned for further inspection and repair.

 3. Returns and Replacements

At refurb.ae, we want to ensure that you are fully satisfied with your purchase. If you are not satisfied with your refurbished device, you may return it for a replacement or a refund, subject to the terms below:
- Return Window: You can return your product within 30 days of receipt. The item must be in its original condition, without any physical damage or signs of misuse. If the product is faulty or not as described, the return window may be extended.
-Return Process:
  1. Contact our support team via email or phone to initiate the return.
  2. Provide your order number and details about the issue with the product.
  3. If eligible, we will issue a return authorization and provide instructions on how to send the device back to us.
  - Replacement or Refund: Once we receive the returned product and verify that it meets the return criteria, we will offer you the choice of:
  - A replacement device, or
  - A full refund, depending on product availability and the nature of the issue.
- Non-returnable Items: Certain products, such as those marked as final sale or damaged beyond repair, may not be eligible for return.

 4. Warranty Claims and Repairs

If your device is under warranty and develops a fault, we will arrange for repair or replacement, depending on the nature of the problem. Please note the following:
- Warranty Coverage: Our warranty covers defects in materials and workmanship. It does not cover accidental damage, misuse, water damage, or wear and tear.
- How to File a Warranty Claim:
  1. Contact our support team with your order number and a detailed description of the issue.
  2. If required, send your device to us for inspection.
  3. We will assess the issue and provide a solution. If the fault is covered under the warranty, we will repair or replace your device at no extra cost.
- Repair Process: If the issue is not covered under warranty, we will provide you with a repair quote. If you choose to proceed with the repair, we will handle the process and notify you once the device is ready.

 5. Customer Satisfaction

We value your feedback and are always looking for ways to improve our products and services. If you are unhappy with your experience or need assistance beyond technical support, please reach out to us.
Feedback: We encourage you to share your experience, whether positive or negative, so that we can continue to improve.
Customer Satisfaction Guarantee: We are committed to resolving any issues and ensuring that you are satisfied with your refurbished device. If you have concerns, please contact our customer support team, and we will work to resolve them promptly.

6. Contact Information

For all support-related inquiries, please use the following contact details:

• Email: support@refurb.ae

• Phone: +971566247186

• Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (UAE time)

We aim to respond to all inquiries within 24 hours during business days.

7. Limitations and Disclaimers

• Third-Party Services: Some of the products we sell may require third-party services, apps, or subscriptions. These services are not covered by our warranty or support.

  
  Data Loss: We are not responsible for any data loss that occurs during the repair, return, or replacement process. Please back up all data before sending your device in for support.

  
  Service Availability: The availability of our support services may be impacted by factors beyond our control, such as public holidays, technical issues, or emergencies.

Conclusion

At Refurb.ae, we strive to offer a hassle-free experience with high-quality refurbished devices and excellent customer support. Whether you need help setting up your device, troubleshooting issues, or managing warranty claims, we are here to assist you. If you have any questions or need assistance, don’t hesitate to reach out to our support team.
Thank you for choosing Refurb.ae!