We want you to shop with confidence at GamingPCDubai.com. If you are not completely satisfied with your purchase, we’re here to help with straightforward return and refund options. This policy outlines the conditions and procedures for returns, exchanges, and refunds. Our goal is to make the process as transparent and hassle-free as possible for our valued customers.

1. Eligibility for Returns

We accept returns for most products within 14 days of the date you received the item. To be eligible for a return or exchange, the product must meet the following conditions:

  • Original Condition: The item should be in its original unused or gently used condition. This means the product isn’t damaged (except for manufacturing defects) and is free of signs of excessive wear.
  • Original Packaging: Please return the item with its original packaging, including all boxes, manuals, cables, protective wrapping, and any accessories or freebies that came with it. The packaging and contents should be as complete as when delivered.
  • Proof of Purchase: A copy of the original invoice, receipt, or order confirmation must be provided to validate the purchase and date. (If you have lost your invoice, you can print a new copy from your account order history or request one from us.)
  • Tags/Labels: If the product came with branded tags, labels, or warranty cards, these should be included in the return. For example, manufacturer warranty cards must be blank/untampered, and any serial numbers on the product should match those on the box and our records.

Some categories of products may not be eligible for return unless faulty, including: software licenses or digital downloads (once activated), opened video game discs or PC software, items that by their nature cannot be resold for hygiene or safety reasons once opened (e.g. certain personal use items like in-ear headsets), and clearance or final sale items explicitly marked “no returns”. We will clearly indicate on the product page if an item is non-returnable. If you are unsure about an item’s eligibility, please contact us.

2. Process to Initiate a Return

If your purchase meets the above conditions and you wish to proceed with a return or exchange, follow these steps:

  1. Contact Us: Within 14 days of receiving the product, get in touch with our customer support to request a return. The easiest way is to email us at [email protected] or use the contact form on our Contact Us page. Please provide your order number, the item(s) you want to return, and the reason for return (this helps us improve our products and services, and in case of a defective product, it helps us address the issue).
  2. Return Authorization: Our team will respond within 1-2 business days to approve the return if it meets criteria. We will provide you with a Return Merchandise Authorization (RMA) number or confirmation email. Important: Please do not send back items without contacting us first – unannounced returns may not be processed.
  3. Return Method: We will coordinate the return shipping method with you. In many cases, we provide a convenient option:
    • Courier Pickup/Return Label: We may arrange a courier pickup from your address or provide a prepaid return shipping label. If we email you a return label (PDF), print it out and attach it to the package. Then hand the package to the designated courier when they come, or drop it at the courier’s office as instructed.
    • In-Store Drop-off: Alternatively, you have the option to bring the product to our physical store/office in Dubai (Al Hamriya) and return it in person. This can sometimes speed up the process. Be sure to bring the RMA confirmation or proof of purchase with you.
    • We do not charge any restocking fees for returns. However, if the return is due to a change-of-mind or order error on the customer’s part (non-defective product), the customer may be responsible for a return shipping fee (which would be deducted from the refund). If the return is due to a product defect or an error on our part, we will cover all return shipping costs.
  4. Packaging the Return: Re-pack the item securely in a box, ideally the same packaging it arrived in. Include all items as noted (accessories, manuals, etc.). Seal the box and affix the return label if provided. Make sure to erase or cover any old shipping labels or barcodes on the box to avoid confusion.

3. Condition of Returned Items

When we receive the returned product, our team will inspect it to ensure it meets the return conditions:

  • If the product is returned unused, complete, and without damage, we will proceed with processing your refund or exchange.
  • If the product shows signs of use that exceed what would be expected from handling it to decide if you want to keep it (for example, significant scratches, missing components, or software registrations activated), we reserve the right to decline the return or apply a deduction on the refund amount. We will communicate this to you.
  • In cases where a return is rejected (e.g., returned outside the allowed time frame, or in unacceptable condition), we can ship the item back to you (at your expense) or dispose of it, according to your preference.

We understand that you may carefully test or examine a product to determine if it meets your needs. Minor use for evaluation is acceptable. However, returning a heavily used or altered item is against our policy.

Also note, any product that was sold as a bundle or with a promotional gift must be returned with all components of that bundle/gift. For instance, if you purchased a gaming PC that came with a free game code or accessory, the game code/accessory must also be returned or its value will be deducted from the refund if it is not returned (in the case of a game code that has been redeemed, the return might be refused or prorated accordingly).

4. Defective or Damaged Products (DOA and Warranty Returns)

If you received a product that is defective, damaged, or not as described, we apologize for the inconvenience and will make it right. This is treated somewhat differently from a standard change-of-mind return:

  • DOA (Dead on Arrival): If your product is not functioning correctly out of the box (electronic device not powering on, etc.) or is discovered to be faulty within the first 7–14 days of use, please inform us immediately. We will arrange for a return and offer you the choice of a full refund or a replacement unit (subject to stock availability). There will be no cost to you for returning a confirmed DOA item, and any replacement will be shipped out as soon as possible.
  • Damaged in Shipping: If your item arrived with visible physical damage, please document this by taking photos and notify us (and the courier if possible) within 48 hours of receipt. We will initiate a damage claim with the courier and get the item returned and replaced for you. Again, you will not bear any return shipping cost.
  • Incorrect Item Delivered: In the unlikely event we delivered the wrong product, or a product is missing from your order, please let us know within 2 days of delivery. We will arrange the correct item delivery and the pickup of any incorrect item at our expense.
  • General Warranty Claims: If a product develops a defect after the initial return window (14 days) but within the manufacturer’s warranty period, you can still contact us for assistance. Depending on the situation, we may guide you to an authorized service center or handle the warranty process for you. Warranty repairs/replacements are subject to the manufacturer’s terms. While this is not a “return” for refund, we will do our best to help facilitate a repair or replacement as per warranty.

For all the above issues, the first step is to contact us with details and (if applicable) evidence of the problem. We are committed to resolving problems quickly. Your satisfaction matters – if something goes wrong, we will make it right as stated in our company values and trust commitments.

5. Refunds and Processing Time

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund:

  • Refund Method: Approved refunds will be issued back to your original method of payment whenever possible. For example, if you paid by credit card, the refund will be credited to the same card. If you paid Cash on Delivery, we can refund to bank transfer or offer store credit, as per your preference. We do not issue cash refunds for COD returns, but a bank deposit or cheque can be arranged if necessary.
  • Processing Time: We aim to process returns quickly. After we receive the returned package, inspection usually takes 1-2 business days. Once approved, we will initiate the refund immediately on our end. However, note that banks and payment processors may take additional time to post the credit to your account. Credit card refunds can take 7–15 business days to reflect on your statement (often sooner, but it can vary by bank). PayPal refunds are usually faster (1–3 days). We will keep you informed and provide any transaction reference if needed.
  • Partial Refunds: If an item returned is not in its original condition or missing parts not due to our error, or if it’s returned beyond the 14-day window (with approval), we might only approve a partial refund. We will communicate any such decision with you, along with the reasons.
  • Shipping Fee Refunds: Original shipping charges are refundable only in cases where the return is due to our error or a defective product. If you paid AED 30 for shipping and the product was defective or we sent the wrong item, we will refund that shipping fee as well. If you’re returning a non-defective item for a refund, the original shipping fee may not be refunded (we will clarify at the time of RMA issuance). Similarly, if you paid for premium delivery (e.g., same-day courier), those costs might not be refunded on a change-of-mind return.

After processing, we will send you a confirmation email that your refund has been issued. If you don’t receive the refund within the expected timeframe, please check with your bank or payment provider, as sometimes there’s internal processing time before a refund is officially posted. You can always reach out to us to double-check the status.

6. Exchanges

If you wish to exchange a product for a different model or variant, the simplest method is to process it as a return and then place a new order for the desired item. You may contact us to assist – sometimes we can streamline an exchange if the value is the same and the item is in stock. For example, if you bought a keyboard and want to exchange for another of a different color, we can arrange a direct swap once you return the first item, without waiting for refund and re-purchase. Exchanges are treated on a case-by-case basis depending on stock availability and timing. The 14-day window also applies for exchanges (initiate within 14 days of receiving the original item).

7. Items Not Picked Up or Refused Delivery

If you place an order and refuse delivery of the shipment (or do not pick up the item from a collection point within the courier’s deadline), it will likely be returned to us. Such returns may be treated as a canceled order. We can refund the product price, but shipping fees incurred to send it and return it may be deducted. Please to avoid any unnecessary fees, accept the delivery and then go through our standard return process if needed. If there are special circumstances causing refusal, contact us immediately.

8. Contact for Returns

If you have any questions about our Return and Refund Policy or need assistance with a return, please don’t hesitate to contact our support team:

  • Email: [email protected]
  • Phone/WhatsApp: +971 50 613 6187
  • Contact Form: Visit our Contact Us page to send a message online.

Our customer service is available during business hours (10:00 a.m. to 11:30 p.m., Monday to Sunday) to help you with any concerns. We aim to respond to all return queries within one business day.

Your trust is our priority. We stand by the quality of our products and want you to be happy with your purchase. This Return and Refund Policy is designed to be fair and in line with UAE consumer protection guidelines (for instance, many electronics retailers in the UAE offer around a 7–14 day return period for unopened or gently used items). We believe our 14-day window and hassle-free approach underscore our commitment to customer satisfaction.

Thank you for shopping with GamingPCDubai.com. Your business is appreciated, and we are always here to support you even after the sale.