Returns and refunds

Faulty, damaged, or not as described

Tell us as soon as you find the problem. Email or call us with the order details and photographs. We will repair the goods, replace them, or refund the price you paid, including any delivery charge you paid for those goods. We pay the cost of getting the goods back to us. You do not need the original packaging to report a fault, and you may use the goods as far as you need to in order to check them.

Where the manufacturer or its agent gives a warranty, that period applies. Time the goods spend with us for a covered repair is added to the warranty. Where we are the distributor or commercial agent and a covered warranty repair takes more than 7 days, we provide a similar item for you to use until that repair is finished, where the law requires it. If the same fault substantially affects how the goods work and it happens three times in the first year, we replace them with goods of the same type and specification, or we refund the price. A repair we carry out is itself warranted for 15 days, unless a part has to be ordered and that takes longer, and the new fault was not caused by misuse.

If a product is sold without a warranty document and a defect then appears, you can return it for a refund when you tell us within 30 days of the defect appearing. That sits alongside the repair, replacement, and refund rights above. It does not replace them.

Change of mind

You may return goods within 15 days of the day you receive them, for a refund of the item price, when all of the following are true:

• you have changed your mind, and the goods are not faulty
• the goods are unused and, where they were sealed, the seal is intact
• they are in the original packaging, with the accessories and manuals
• you can show the order reference or the invoice

You pay the cost of sending a change-of-mind return to us. You can also hand the goods in at Office 110, Al Asmawi Building, Dubai Investments Park 1, PO Box 440346, Dubai, UAE, and that drop-off has no return-delivery charge. We do not charge a restocking fee.

We do not accept a change-of-mind return for:

• opened software, or a licence or download once the key or file has been issued
• consumables once the seal is broken, including cable or trunking cut to length
• goods made, configured, or ordered specially for you, including special orders
• items that have been installed or configured
• items that are not in a condition we can resell

Those limits do not apply where the goods are faulty, damaged, incomplete, or not as described.

Refunds

Refunds go to the original payment method, which for a card payment is the card Stripe charged. We send the refund within 14 days after we receive the goods and check them. If you hand the goods in at our office, the 14 days run from that check. Your card issuer then posts the credit. We refund any delivery charge you paid when the return is for a fault, damage, or a description that was wrong. A change-of-mind refund is the item price.

How to start a return

Email info@redwood-tech.com or call +971 4 882 9779 with your name, the order reference from Stripe, and the SKU. You can also use the contact page. Do not send goods back until we confirm the return, unless we have asked you to bring them to the office.

Trade buyers

The change-of-mind window is for consumer purchases. On a trade order it applies only where we have agreed that on the order. Faulty, damaged, incomplete, and not-as-described goods are still put right. See the terms and conditions.