Refund, Returns and Warranty Policy

At FixBuddy, we aim to provide a clear and reliable purchasing experience. This Refund, Returns and Warranty Policy explains the conditions that apply to product returns, exchanges, refunds, and warranty claims.

By placing an order, purchasing a product, or using our services, you agree to the terms outlined in this policy. Nothing in this policy limits any rights or remedies available to customers under applicable UAE law.

Definitions and Key Terms

To make this policy as clear as possible, the following terms have the meanings set out below:

Company: When this policy refers to the “Company,” “FixBuddy,” “we,” “us,” or “our,” it refers to FixBuddy Computer Equipments Repairing LLC.

Customer: Refers to any individual, company, or organisation that purchases a product or uses a service provided by FixBuddy.

Device: Refers to any electronic device, including but not limited to smartphones, tablets, laptops, desktop computers, monitors, smartwatches, earphones, and other electronic equipment.

Product: Refers to any physical item purchased from FixBuddy, including electronic devices, renewed or refurbished devices, accessories, replacement components, cables, adapters, chargers, cases, covers, screen protectors, and other products offered for sale.

Service: Refers to any repair, diagnosis, maintenance, troubleshooting, installation, upgrade, pickup and delivery, or other technical service provided by FixBuddy.

Website: Refers to the official FixBuddy website.

You or Your: Refers to the individual or entity purchasing a product or using FixBuddy’s services.

Returns

Thank you for shopping with FixBuddy. We want every purchase to be straightforward and satisfactory. Returns and exchanges are subject to certain conditions depending on the reason for the return and the condition of the product.

By placing an order or purchasing a product from FixBuddy, you agree to the return conditions outlined in this policy.

You may request a return if:

• The product delivered is incorrect.

• The product received is damaged or defective.

• The product is materially different from the product description provided at the time of purchase.

For an incorrect product return, the product should remain unopened and in its original packaging wherever reasonably possible.

Any issue with an incorrect, damaged, or defective product should be reported to FixBuddy as soon as reasonably possible after delivery. We may request photographs, videos, order information, or other supporting evidence to assess the issue.

Returns involving defective, damaged, or incorrectly supplied products will be handled in accordance with this policy and applicable UAE law.

7-Day Change-of-Mind Returns

You may request a return due to a change of mind within 7 calendar days from the date you receive the product.

To qualify for a change-of-mind return:

• The product must not be damaged, altered, or tampered with.

• The product must not show signs of misuse or physical damage.

• The original packaging must be retained and returned.

• All accessories, manuals, cables, chargers, and other supplied items must be included.

• Valid proof of purchase must be provided.

For approved change-of-mind returns, FixBuddy may deduct an operational fee ranging from 0% to 20% of the product price, depending on the condition of the returned product and the reasonable costs associated with processing the return.

Applicable shipping, pickup, or collection charges may also be deducted from the refund amount, up to a maximum of AED 100.

The 7-day change-of-mind return period applies to non-defective products and does not limit any rights available to customers in relation to defective, damaged, misdescribed, or incorrectly supplied products under applicable law.

Opened Products

If the product packaging has been opened but the product is not defective, remains unused, and has no visible scratches, marks, damage, or signs of wear, the product may still be considered for return or exchange within the 7-day change-of-mind return period.

In such cases, FixBuddy will deduct 20% of the product price, in addition to applicable shipping, pickup, or collection charges of up to AED 100, from the refund or exchange value.

All returned products are subject to inspection and approval by FixBuddy before a refund or exchange is processed.

Non-Returnable Products

Unless a product is defective, damaged, incorrectly supplied, or otherwise subject to rights available under applicable law, change-of-mind returns may not be accepted for:

• Products returned after the 7-day change-of-mind return period.

• Products damaged through misuse, accidental damage, liquid exposure, improper handling, or unauthorised modification.

• Products with missing serial numbers, identification labels, or tampered warranty seals.

• Products with missing accessories, chargers, cables, manuals, or essential components originally supplied.

• Screen protectors or protective films that have already been applied.

• Custom-cut skins, wraps, personalised accessories, or specially modified products.

• Consumable items or components that have already been used or installed.

• Special-order products or parts specifically sourced at the customer's request.

Product Warranty

Certain products sold by FixBuddy, including selected renewed laptops, brand-new laptops, desktop computers, and other electronic devices, may include a limited warranty.

A FixBuddy warranty applies only where a warranty and its applicable period are explicitly stated on the relevant product page, product description, invoice, receipt, or warranty documentation.

Where a product is advertised with a 1-year warranty, the warranty period begins from the original date of purchase.

Other products may have different warranty periods. The warranty period applicable to a product is the period specifically stated in the relevant product description or purchase documentation.

Where no FixBuddy warranty is expressly stated, no additional voluntary FixBuddy warranty is provided. This does not limit any mandatory rights or remedies available to customers under applicable UAE law.

A stated product warranty covers qualifying hardware defects or functional failures occurring during normal and intended use, subject to the exclusions set out in this policy.

Where a valid warranty claim is confirmed, FixBuddy may, depending on the nature of the issue:

• Repair the defective product or component.

• Replace the defective component.

• Replace the product with the same model where available.

• Provide a comparable alternative where the same model is unavailable.

• Provide another appropriate remedy based on the nature of the defect, product condition, and availability.

All warranty claims are subject to technical inspection and verification by FixBuddy.

A warranty claim does not automatically entitle the customer to an immediate replacement or refund. FixBuddy must first be given a reasonable opportunity to inspect, diagnose, and resolve the reported issue, subject to applicable law.

Warranty Exclusions

A FixBuddy product warranty does not cover damage or faults resulting from:

• Accidental drops, impact, crushing, bending, or other physical damage.

• Cracked or broken screens caused by impact or misuse.

• Liquid, moisture, humidity, corrosion, or chemical exposure.

• Fire, excessive heat, electrical surges, or improper power supply.

• Misuse, negligence, improper storage, or use outside the product's intended purpose.

• Repairs, modifications, upgrades, or opening of the product by unauthorised third parties.

• Software problems caused by third-party applications, malware, viruses, unsupported operating systems, or unauthorised software modifications.

• Forgotten passwords, account locks, activation locks, or other user-controlled security restrictions.

• Normal cosmetic wear, scratches, dents, fading, or deterioration that does not affect the normal functionality of the product.

• Consumable components where deterioration is caused by normal use and expected wear.

• Loss or corruption of personal data.

These exclusions apply to the extent permitted by applicable law.

Proof of purchase may be required for warranty claims.

Warranty Claims

To submit a warranty claim, customers should contact FixBuddy and provide:

• The original invoice, receipt, or other valid proof of purchase.

• The product details and serial number, where applicable.

• A clear description of the reported issue.

• Photos or videos of the problem where reasonably requested.

The product may need to be collected, delivered, or brought to FixBuddy for technical inspection.

Warranty approval is subject to inspection and confirmation that the reported issue falls within the applicable warranty coverage.

Customers should not arrange third-party repairs or modifications before FixBuddy has inspected the product, as unauthorised intervention may affect warranty eligibility where it has caused or contributed to the reported issue.

Refunds

Every product is inspected and checked before being supplied to the customer. However, there may be situations where an order cannot be fulfilled because of stock availability, inventory discrepancies, or quality control concerns.

If FixBuddy is unable to fulfil an order, we may cancel the affected order or product. The customer will be informed, and any eligible payment already received will be refunded.

For payments made electronically, approved refunds will normally be processed through the original payment method where reasonably possible.

For cash payments or situations where refunding through the original payment method is not reasonably possible, FixBuddy may request valid bank account details or arrange another suitable refund method.

Returned products will be inspected after they are received. If the return meets the applicable conditions outlined in this policy, the approved refund will be processed.

The time required for a refund to appear in the customer's account may vary depending on the bank, card issuer, payment gateway, or payment method used. FixBuddy will notify the customer when the approved refund has been initiated.

Shipping, Pickup and Collection Charges

For change-of-mind returns or returns not caused by an error or verified defect attributable to FixBuddy, the customer may be responsible for applicable shipping, pickup, collection, or return delivery costs.

Even where the original order included free delivery, return collection or shipping charges may still apply to a change-of-mind return.

Applicable shipping or collection charges for such returns may be deducted from the refund amount and may be up to AED 100.

Where a product has been verified as defective, damaged, or incorrectly supplied, FixBuddy will arrange the appropriate collection, repair, replacement, exchange, refund, or other remedy in accordance with the circumstances and applicable law.

Product Inspection

All returned products and warranty claims are subject to inspection.

FixBuddy may check:

• The physical condition of the product.

• Serial numbers and identification labels.

• Signs of impact, liquid exposure, or misuse.

• Missing accessories or components.

• Evidence of unauthorised repair or modification.

• Software or account-related restrictions affecting the product.

• Whether the reported issue can be reproduced and verified.

The outcome of the inspection will be used to determine the appropriate refund, exchange, repair, replacement, warranty remedy, or other resolution in accordance with this policy and applicable law.

Personal Data and Customer Responsibility

Customers are responsible for backing up personal data stored on devices submitted for return, inspection, warranty service, or repair.

Before handing over a device, customers are strongly advised to:

• Back up all important files, photographs, contacts, documents, and other data.

• Remove SIM cards, memory cards, and external storage devices unless required for diagnosis.

• Disable Find My iPhone, Find My Device, activation locks, and similar tracking or security features where necessary.

• Remove device passwords or provide temporary access credentials where required for testing.

• Sign out of personal accounts where appropriate.

Repair, diagnosis, warranty assessment, device replacement, hardware failure, storage failure, software corruption, or necessary reset procedures may result in data loss.

Customers should therefore maintain an independent backup of important data before submitting a device.

To the extent permitted by applicable law, FixBuddy is not responsible for data loss arising from pre-existing hardware failure, storage failure, software corruption, or procedures reasonably necessary to diagnose, repair, reset, replace, or test a device.

Your Consent

By using our website, purchasing a product, submitting a device, or using a FixBuddy service, you acknowledge that you have read and agreed to this Refund, Returns and Warranty Policy.

Nothing in this policy excludes or restricts any consumer rights that cannot legally be excluded or restricted under applicable UAE law.

Changes to This Policy

FixBuddy Computer Equipments Repairing LLC may update or amend this policy when necessary to reflect changes in our products, services, operational procedures, or applicable legal requirements.

Any updated version will be published through our official channels. The revised policy will apply to future purchases and transactions from its effective date, unless otherwise required by applicable law.

Contact Us

If you have questions about a return, refund, exchange, warranty claim, or product issue, please contact us:

FixBuddy Computer Equipments Repairing LLC

Email: info@fixbuddy.ae

Our team will review your request and provide the appropriate next steps based on the product, its condition, the nature of the issue, and the applicable terms of this policy.