Seven days, a matching serial, and a straight refund.

01The 7-day window

You may return an unused item within 7 days of the delivery date on your order. The same window applies to a purchase made at the counter in Bur Dubai, counted from the day on the invoice.

Day one is the day the order is marked delivered, or the day you collect it. Ask us before the seventh day if a courier delay means you have not had a fair chance to open the box.

02What can come back

A change-of-mind return is accepted when all of the following are true.

• The item is unused, with no account signed in and no setup completed.
• The factory seals that matter for that product are intact. A sealed phone stays sealed. A sealed accessory stays sealed.
• The original box, charger, cable, manuals, and any free gift that came with it are in the parcel.
• The serial or IMEI matches the one on your invoice.
• You have the order number or the shop invoice.

03What we cannot take back as a change of mind

These are outside the 7-day change-of-mind return. A fault is a different path, set out under warranty below.

• A phone, tablet, or watch that has been activated, signed into iCloud, Google, or Samsung, or had its account lock turned on.
• A laptop that has been set up, registered, or had software installed beyond the first power-on.
• Ear tips, cables, or other hygiene-sealed pieces once the seal is broken, unless they are faulty.
• An item engraved, skin-fitted, or altered at your request.
• A device damaged, dropped, or exposed to liquid after it left us.
• Any product whose serial does not match the invoice.

04How to start a return

Message the counter on WhatsApp at +971506695344, write to hello@waqasdubaiwala.com, or use the contact form. Include the order number, the item, and whether you want a refund or an exchange.

We reply within one working day with a return note. Do not ship a device back before we confirm, so the serial is logged and the parcel is not refused.

You can also bring the item to Al Fahidi Street during counter hours. Bring the invoice or the order number on your phone.

05Inspection

Every return is checked against the invoice: serial, grade, accessories, and signs of use. A sealed new item that has been opened for a genuine fault is still accepted. A sealed item opened only to look, then used, is not a change-of-mind return.

If something is missing, we tell you before any refund is reduced. You can send the missing piece within 3 days or accept the reduced amount.

06How the money comes back

Once the return passes inspection, the refund is issued within 7 working days. The amount is the price you paid for the item, in AED, less any missing-part deduction we have already agreed.

Delivery fees are refunded only when the return is our mistake: the wrong item, a fault on arrival, or a description that did not match the device. A change-of-mind return does not refund the original delivery fee.

• Cash on delivery: we transfer the refund to a bank account in the name on the order.
• Card on delivery: we reverse it to the same card where the terminal allows. Otherwise it is a bank transfer.
• Bank transfer: we return it to the account that paid.
• We never refund to a third-party account we cannot match to the buyer.

07Exchanges

An exchange for another colour, storage, or model follows the same 7-day rules. If the new item costs more, you pay the difference. If it costs less, we refund the difference the same way as a return.

An exchange that is in stock in Bur Dubai can often be handed over the same day at the counter, or sent on the next dispatch.

08Who pays to send it back

For a change of mind, you pay the courier back to Dubai, and you carry the risk until we sign for the parcel. Use a tracked service and keep the receipt.

If the item is faulty, not as described, or the wrong piece, we either arrange collection or repay a reasonable tracked-courier cost. Keep the receipt.

Orders delivered outside the UAE follow the same rule. Customs duty you paid on the way out is a matter for the customs authority and is not part of our refund, unless the duty was caused by our error.

09Faults on arrival

Check the seal and the serial when the rider is still there if you can. If the device is dead, badly damaged in transit, or not the model on the invoice, refuse the delivery or write to us the same day with photos.

A dead-on-arrival device is replaced from stock when we have the same model. If we cannot replace it, you receive a full refund, including delivery. You do not have to keep a faulty device for the sake of the 7-day window.

10Warranty

The warranty on your invoice is the one that applies. It starts on the delivery or collection date. It covers a failure of the hardware in normal use. It does not cover cracks, liquid, unauthorised repair, or a lost account password.

A warranty repair is free of labour and parts for the covered fault. If we cannot repair it in a reasonable time, we replace it or refund the purchase price, reduced only for the time you have already had use of a working device when the law allows that.

• New: the manufacturer warranty stated on the listing, typically 12 months, plus the paperwork in the box.
• Used: 6-month Waqas Dubaiwala store warranty, unless the listing says otherwise.
• Refurbished: 12-month Waqas Dubaiwala warranty. Battery health is the figure written on the invoice, not a guess.
• Accessories such as cables and cases follow the listing. Where no warranty is printed, the 7-day return still applies.

11Orders outside Dubai

The same refund and warranty rules apply to the United Arab Emirates, Saudi Arabia, Kuwait, Bahrain, Qatar, and Oman. Warranty service for a device outside Dubai can be handled by shipping it back to the counter, or through the brand’s own service centre when the manufacturer warranty is the one on the invoice.

We do not ask you to waive a right you have under the consumer protection law of the country where you received the goods.