Refund policy

Effective date: 3 August 2026

Our commitment to you

We understand that purchasing a computer, monitor or other technology product is an important investment.

At DellOnline.ae, we want you to shop with confidence. Should something not be right with your order, our customer support team will guide you through the return, exchange, warranty or refund process as quickly and fairly as possible.

This policy is subject to the applicable consumer protection and online-trading laws of the United Arab Emirates. Nothing in this policy limits any mandatory rights or remedies available to you under UAE law.

1. Change-of-mind returns

You may request a return of an eligible physical product within seven calendar days of delivery if you have changed your mind.

To qualify for a change-of-mind return, the product must be:

Unopened, unused and in its original sealed packaging.
In a condition suitable for resale as new.
Returned with all original accessories, components, cables, manuals, labels and packaging.
Returned with any promotional item, free gift or bundled product supplied with the order.
Accompanied by the order number or other reasonable proof of purchase.

Please contact us before opening the product if you are uncertain whether it is suitable for your requirements. Our team will assist you with product specifications and compatibility wherever reasonably possible.

Opened products

Products that have been opened, used, configured, registered, altered or activated are not eligible for a change-of-mind return.

An opened product will only be considered for return where it is suspected to be defective, damaged, incomplete, incorrectly supplied or materially different from the product description or specifications displayed when the order was placed.

Opening or reasonably examining a product to identify a possible defect will not automatically cause a valid defective-product claim to be treated as a change-of-mind return.

The product may need to be assessed by Dell, the distributor or an authorised service provider before the appropriate remedy is confirmed.

2. Change-of-mind delivery and collection costs

For an approved change-of-mind return:

The original delivery charge is non-refundable.
The customer is responsible for the return collection or courier cost.
The collection cost will be confirmed before the return is arranged.

These deductions do not apply where the return results from a product defect, delivery damage, an incorrect product, missing components, a misdescribed product or another failure on our part.

3. Software, digital licences and subscriptions

Software and digital products include, but are not limited to:

Microsoft Windows licences.
Microsoft 365 or Office licences and subscriptions.
Electronic Software Delivery products.
Product keys, activation codes and downloadable software.
Software supplied by email or made available through an online account.

Digital products cannot be returned or refunded once the licence key, activation code or download information has been issued, accessed, revealed, redeemed or activated, except where the product is defective, incorrectly supplied or otherwise returnable under applicable UAE law.

Physical software cannot be returned once its packaging or security seal has been opened.

An order for a digital product may only be cancelled before the licence, activation code or download information has been issued.

4. Products that cannot be returned for change of mind

The following products are not eligible for a change-of-mind return:

Any physical product that has been opened, used, configured, registered or activated.
Custom-configured, personalised or specially ordered products that were clearly identified as such before purchase.
Products that have been physically damaged, modified or altered after delivery.
Products with missing serial numbers, service tags, labels, accessories, components or packaging.
Products locked with a customer password, account or activation lock that cannot be removed.
Opened hygiene-sensitive products, such as in-ear headsets or earbuds.
Products showing signs of misuse, improper handling or unauthorised repair.

These exclusions do not remove any rights you may have where a product is defective, damaged, incomplete, incorrectly supplied, misdescribed or otherwise does not comply with applicable UAE law.

5. Damaged, defective, incomplete or incorrect products

Please contact us promptly if your order:

Arrives physically damaged.
Is incomplete or has missing components.
Is not the product you ordered.
Does not match the description or specifications displayed when you placed the order.
Does not function correctly.
Is defective or unsafe.
Does not comply with the agreed terms of sale.

Where possible, visible courier or packaging damage should be reported within 48 hours of delivery. This helps us investigate the matter with the courier or fulfilment partner.

Failure to report visible damage within 48 hours will not automatically remove any statutory rights you may have.

To help us assess the problem, we may request:

Photographs of the product and packaging.
The product serial number or Dell service tag.
A description or short video showing the problem.
Completion of reasonable troubleshooting steps.
Inspection by Dell, the distributor or an authorised service provider.

Once the problem has been verified, we will provide the appropriate remedy based on the circumstances and applicable UAE law. This may include:

Repairing the product.
Replacing the product.
Exchanging it for an appropriate equivalent.
Accepting the return and providing a refund.

No return collection charge will apply to an approved return resulting from a defect, delivery damage, an incorrect product, missing components or a product that does not match its description.

6. Delivery delays

Please contact us if your order has not been delivered within the communicated delivery period.

We will investigate the shipment and provide you with an updated delivery estimate.

Where delivery is delayed to such an extent that the original purpose of the purchase can no longer reasonably be fulfilled, you may be entitled to cancel the order and receive a refund in accordance with applicable UAE law.

A delay caused by incomplete or incorrect customer information, unsuccessful delivery attempts, restricted access to the delivery address or circumstances outside our reasonable control will be assessed individually.

7. Warranty support and repairs

Products sold through DellOnline.ae are supplied with the applicable Dell warranty displayed on the product page, order confirmation or invoice.

Warranty coverage may differ according to the product, service level and warranty option selected.

A warranty claim may require assessment by Dell or an authorised service provider before a repair, replacement or refund is approved.

Where a product cannot be repaired within a reasonable period, repeatedly experiences the same material fault or cannot be restored to proper working condition, additional remedies may be available under the applicable warranty and UAE consumer protection law.

Warranty coverage does not normally include faults or damage caused by:

Accidental or liquid damage, unless covered by a separately purchased service.
Misuse, abuse or neglect.
Incorrect installation or operation.
Electrical damage, power surges or unsuitable power supplies.
Unauthorised modification or repair.
Viruses, malware or software installed by the customer.
Normal wear and tear.
Failure to follow the manufacturer's instructions.

An exclusion from the manufacturer's warranty does not affect any separate rights you may have under applicable UAE law.

8. How to request a return, exchange or warranty assessment

Contact our customer support team using one of the following channels:

Email: support@dellonline.ae
Live chat: Available through DellOnline.ae
Support hours: 10:00 to 19:00 UAE time

Email requests may be submitted at any time. Live-chat assistance is available during the published support hours.

Please provide:

Your order number.
Your full name and contact details.
The product name and Dell service tag or serial number.
The reason for the return, exchange or warranty request.
Photographs, videos or other supporting information where relevant.

Our team will assess your request and provide the relevant return or service instructions.

9. Return authorisation and collection

All returns must be authorised before being sent or handed to a courier.

Once a return has been approved, we will:

Provide a return authorisation or reference number.
Confirm which products, accessories and components must be returned.
Provide packaging and collection instructions.
Arrange collection or provide the approved return location.
Keep you informed regarding the inspection, exchange, repair or refund.

Please do not send a product to an address that has not been provided or approved by our customer support team.

DellOnline.ae does not accept unarranged walk-in returns.

10. Packaging and return transit

Change-of-mind returns must include the original packaging and all supplied components.

For defective, damaged or incorrectly supplied products, the absence of original packaging will not automatically invalidate the claim. However, the product must be packaged securely to prevent further damage during transport.

You may be responsible for additional damage caused by inadequate return packaging where reasonable collection and packaging instructions were not followed.

11. Personal information and customer data

Before returning a computer or data-storage product, please:

Back up all important information.
Remove personal, confidential and business information.
Sign out of all accounts.
Remove passwords, PINs and device locks.
Disable device-tracking and activation-lock services.
Remove SIM cards and removable storage devices.

Returned products may be reset, repaired, replaced or securely erased as part of the inspection or service process.

DellOnline.ae, Dell and the relevant service provider cannot guarantee the preservation of information stored on a returned or repaired product.

Where a fault prevents you from removing your information or credentials, please inform our customer support team before collection.

12. Inspection of returned products

All returned products may be inspected to confirm:

The stated reason for the return.
The physical and operating condition of the product.
Whether all accessories and components are present.
Whether software or licences have been activated.
Whether the product qualifies under this policy or the applicable warranty.

We will communicate the inspection outcome and proposed resolution to you.

Where a change-of-mind return does not meet the conditions stated in this policy, we may decline the return and arrange for the product to be sent back to you. Any related collection or courier cost may be payable by the customer.

A defective-product claim will not be declined merely because the packaging was opened to inspect the product or identify a possible defect.

13. Refunds

Once a refund has been approved, we will normally initiate it within seven business days.

Refunds will normally be made to the original payment method. Where this is not reasonably possible, we may request verified UAE bank account details belonging to the purchaser.

After a refund has been initiated, the bank or payment provider may take an additional five to fourteen business days to reflect the funds in your account. This processing period is controlled by the relevant bank or payment provider.

For an approved return resulting from a defect, delivery damage, incorrect supply, missing components or misdescription, the refund will include:

The amount paid for the returned product.
The original standard delivery charge, where applicable.
The approved return collection cost.

For a change-of-mind return, the original delivery charge and any disclosed return collection or courier cost will be deducted from the refund.

14. Exchanges and replacement products

Replacement and exchange products are subject to availability.

Where the same product is unavailable, we will discuss the available options with you. These may include:

Waiting for replacement stock.
Selecting an alternative product and settling any price difference.
Receiving a refund.

Any replacement product will carry the remaining original warranty or any additional warranty required under applicable law or confirmed by Dell.

15. Complaints

If you are dissatisfied with how a return, repair, exchange or refund has been handled, please email support@dellonline.ae and request that the matter be escalated.

We will review the matter and work with you to reach a fair resolution.

You may also submit a complaint to the relevant consumer protection authority in the United Arab Emirates.

16. Changes to this policy

We may update this policy from time to time to reflect operational, legal or regulatory changes.

The version applicable to your purchase will normally be the version published when your order was placed, unless a later change provides you with greater protection or is required by law.

17. Your statutory rights

This policy explains how DellOnline.ae handles returns, exchanges, repairs, warranties and refunds.

It does not exclude, restrict or replace any mandatory consumer rights or remedies available under the laws of the United Arab Emirates.