Cancellation & Refund Policy

This Cancellation, Return and Refund Policy applies to all purchases from Rebox Tech LLC for new, refurbished, and pre-owned electronics sold via our website, app, or other authorized channels. By placing an order or initiating a cancellation, return, exchange, or refund you accept these terms. Rebox may update this policy at any time and updated terms apply to requests made after the update; customers are responsible for reviewing the policy before initiating a request.

Buyer Initiated Cancellations

• Orders may be cancelled by the buyer while the order status is Packed and before the item is shipped, provided the cancel option is available on the platform.
• Rebox may deny cancellation or withhold refund rights and may suspend accounts where misuse or excessive cancellations are detected.

Cancellation by Rebox

Rebox may cancel an order for reasons including incorrect or undeliverable address, address outside delivery zone, inability to contact the buyer at delivery, lack of required delivery authorization, or unavailability of ordered item(s). If Rebox cancels an order, the buyer will be notified, and any eligible refund will be processed according to the Refunds section.

Eligible Reasons for Return

Returns are accepted within the timeframe shown on the product listing for reasons including physical damage, defects not matching the product description, wrong item delivered, or missing/partial shipments attributable to Rebox logistics.

Evidence Required at Time of Return Request

• Clear images showing the shipping label with barcode and order reference, order details, packing condition, damage, and IMEI/serial number.
• A short video demonstrating the issue and showing all sides of the package, order details, and any tampering.
• Copy of the original invoice.

Rebox customer support may request additional information; failure to provide required evidence may result in rejection.

Condition of Returned Goods

All returns must be in original condition with all original packaging, factory seals, barcodes, serial numbers, warranty stickers, accessories, and documentation intact unless the item is being returned as defective. Pre-owned and refurbished items must include the packaging and accessories provided at sale. Rebox will perform a Quality Check on returned items; this typically takes 1–2 business days.

Collection Options

• Pick Up: Where available Rebox will collect approved returns from the buyer’s address and may perform a quick check with photos or video at pickup.
• Self-Ship: If pickup is unavailable the buyer must securely self-ship using a reliable courier and provide a scanned courier receipt.

Pickup Attempts and Handling

• After approval Rebox will attempt pickup within the timeframe shown on the platform and will make up to two additional attempts if the buyer is unavailable, generally within 48 hours of each prior attempt.
• If pickup repeatedly fails due to buyer unavailability the return request may be cancelled and no further returns for that order will be entertained.
• Once received and passed Quality Check at our warehouse, approved returns are accepted; items failing Quality Check will be returned to buyer and re-shipment costs will be borne by the buyer.

Exchanges

Exchanges are accepted within seven days from purchase subject to eligibility and product condition and require the original invoice.

Refund Initiation and Wallet Option

• Upon successful receipt and Quality Check of the returned product, Rebox will instantly initiate refunds to the buyer’s Rebox wallet where applicable. Refunds to the original payment method may be processed instead, depending on the payment channel chosen at purchase.
• If a returned item fails Quality Check, Rebox will ship the item back to the buyer and re-shipment costs will be borne by the buyer; Rebox will not entertain further refund requests for that return.

Refund Timeline

Approved refunds processed to external payment methods typically complete within 7 to 14 business days, depending on the payment provider. Wallet refunds are initiated immediately after Quality Check.

Fees and Costs

• Customer-initiated returns for change of mind or dislike incur a return shipping fee of AED 150.
• Unclaimed items after delivery attempts back to the customer may incur a holding/return fee of AED 100; unclaimed items may be liquidated after the holding period with no compensation.
• For self-shipped returns reverse shipping costs are borne by the buyer. Re-shipment costs for returns that fail Quality Check are charged to the buyer.

Overpayments and Recovery

If Rebox discovers overpayment to a buyer, the buyer is obliged to return the excess amount on demand. Rebox may recover wrongly transferred funds through available legal remedies.

Finality of Refund Decisions

Rebox’s refund decision following Quality Check and audit is final and binding, subject to the dispute procedure below.

Dispute Resolution

If a refund request is disputed, Rebox will engage with the buyer to resolve the matter. Parties should aim to resolve disputes by mutual discussion. If a dispute remains unresolved for 30 days after notification, it may be escalated to mediation or other alternative dispute resolution processes available under UAE law; unresolved disputes after mediation may be referred to the competent courts having jurisdiction in the UAE.

Grievance Officer

Any grievance relating to this policy may be directed to Rebox’s grievance officer at info@rebox.tech or via the customer support channels listed on our platform. Buyers must respond promptly to information requests; failure to cooperate may result in rejection of the return.

Liability Limitation

Rebox’s liability for cancellations, returns, or refunds is limited to the purchase price and applicable shipping charges described in this policy. Rebox is not liable for indirect, consequential, or special damages.

• Items with tampered seals, removed serial numbers, missing warranty stickers, missing accessories, or damaged original packaging are not eligible for return, exchange, or refund.
• Promotional freebies or bundled items must be returned together with the main product; failure to return bundled items may reduce or void the refund.
• Items returned by mistake or extra items sent by the buyer are not Rebox’s responsibility and may not be accepted.