We want you to be confident ordering from Wizor Electric and Automation Trading LLC. This policy explains how returns, exchanges and refunds work for products bought from wizorelectric.com, by quotation or from our team. It does not affect your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection.
Change-of-mind returns
If you ordered the wrong item or no longer need it, you can return it within 14 days of delivery as long as:
- it is unused, uninstalled and has never been wired or energised;
- it is in its original, undamaged and sealed packaging, with all accessories, manuals and labels;
- it is in a condition we can resell as new; and
- you have your order number or invoice.
Return delivery costs for change-of-mind returns are paid by you. Where a manufacturer charges us to take stock back, a restocking fee may apply — we will always tell you the amount before you send the item.
Items we cannot take back
Unless they are faulty or we sent them in error, we cannot accept returns of:
- items ordered or imported specially for you, or not normally held in stock;
- custom-built switchgear, control panels and distribution boards;
- cable, conduit, busbar or other items cut to length;
- items that have been installed, wired, energised, programmed or have broken seals;
- software, licences and programmed drives or controllers;
- clearance or final-sale items marked as non-returnable.
Damaged, missing or wrong items
Please check your order on delivery. If anything is damaged in transit, missing or not what you ordered, tell us within 48 hours of delivery with your order number and photos of the item and packaging. We will arrange a replacement or collection at no cost to you.
Faulty products & warranty
- Faulty on arrival: report it within 7 days of delivery and, once the fault is confirmed, we will replace the item or refund you.
- Faults after that: products are covered by the manufacturer’s warranty. We handle the claim with the manufacturer for you, and the item is repaired, replaced or refunded according to the manufacturer’s decision.
- Warranty does not cover damage from incorrect installation or selection, misuse, overload or voltage surges, water or dust ingress, unauthorised repair, or normal wear.
- The manufacturer or our engineers may need to test the item before a claim is approved.
How to return an item
- Email sales@wizorelectric.com or WhatsApp +971 55 195 4433 with your order number, the items and quantities, the reason for the return and photos where relevant.
- We will reply with a Return Authorisation (RA) number and instructions. Returns sent without an RA number may be refused.
- Pack the item securely in its original packaging and mark the RA number clearly on the outer box.
- Drop it at our warehouse by arrangement, or we will arrange collection where the return is due to our error or a fault.
Inspection & refunds
- We inspect returned items within 5 working days of receiving them and let you know the outcome.
- Approved refunds are made to your original payment method within 14 days of approval. Your bank or card provider may take a few extra days to show the credit.
- Orders paid by cheque or bank transfer are refunded by bank transfer to the account you give us.
- Original delivery charges are refunded only when the return is due to our error or a faulty product.
- If a returned item does not meet the conditions above, we will contact you and can send it back at your cost.
Exchanges
If you would prefer a different item, we can exchange it under the same conditions as a return. Any price difference will be charged or refunded once the exchange is confirmed.
Engineering services
If you are not satisfied with installation, repair or maintenance work we carried out, please tell us within 30 days of completion. We will inspect the work and put right any problem caused by our workmanship at no extra cost. Workmanship warranties for larger projects are set out in the written proposal.
Contact us
Questions about this policy? Get in touch with our team.