Shopping Cart 0
AED0.00
All Categories
  • Home
  • Shipping Cancellation & Returns Policy - Cable & Devices

Shipping & Returns

Cable and Devices strives to make clients' journey as smooth as possible, from purchasing the product to receiving and installing it. Despite all efforts and diligence, sometimes something might go wrong, and you may wish to return the product. In this case, please raise an RMA (Return Merchandise Authorization) request by agreeing to the below terms and conditions. This document explains our policies in all scenarios where you must raise an RMA request. Please note that there is a difference between Business Customers and Consumers (see Terms below).

Please be aware that any discrepancies between your order and the goods received must be notified within 2 days of receiving the receipt of the items.

Terms

  • "Business Customer" means a customer who is not a Consumer of the product.
  • "Consumer" means an individual who is not acting for his or her business or profession.


Cancellation Policy

Suppose a consumer or business account wishes to cancel an order. In that case, there will be no charge if you email us, quoting the order reference number or your PO number, before the item is dispatched.

If the item has already been dispatched, the best advice is not to open the shipment when it arrives. Customers may then arrange for the shipment to be returned to us within 14 days of the good's arrival. Please ensure your item is adequately re-packaged, preferably using the original outer packaging. Otherwise, a re-stocking fee of 35% may be applied.

The goods must be unused and received by us in a resalable condition, including all accessories, packing, etc., within fourteen days of the goods being signed for by the customer. You will be required to organize and pay for the return delivery, and you should arrange insurance against loss or damage to the goods while in transit; otherwise, the liability for lost goods will be on your end.

Non-Faulty Returns Conditions

At our discretion, let's agree to accept the return for credit of unwanted products. The Goods must be returned with our prior written agreement within fourteen days of delivery. The Goods must be unopened, with the manufacturer's seals intact and in perfect resalable condition. All non-faulty returns are liable to a 35% restocking fee unless incorrectly supplied by Cables and Devices incorrectly supplied items must be returned in their original condition, or a re-stocking fee of 35% will be charged. Original condition: accessories, manuals, software, and warranties must be enclosed in their original packaging and should be undamaged. Securely repackage the item/items in the same way that they were sent to you.

 

Charges on Wrong Orders or Made by Mistake

Cable and Devices hold the right to charge a 35% restocking fee on wrong orders or orders made by mistake by customers. The customer must have proper information about the product or ask us for technical help before placing any order. Have a proper look at the order before making confirmation.

Faulty Items under Warranty

If you encounter a fault with any product bought from us, please raise an RMA request by agreeing to the terms and conditions below. You will need to quote our order number, the date of purchase, and the faulty item's serial number. Once we have confirmed that the faulty product is still under warranty, one of our engineers will try to resolve your problem over the phone or via remote access.

If the problem persists, an RMA Number will be issued, and you will need to follow our standard RMA procedure. Once the item has been returned, we will test it and fix the problem. If the item cannot be repaired, we will send out a replacement. Replacement hardware may be either new or equivalent to new and may be identical or have equivalent specifications.

Return Material Authorization (RMA)

  • Please raise an RMA request by agreeing to the terms and conditions below. This is required to return all items to Cable and Devices regardless of the reason for return.
  • Items should be returned in their original condition. All accessories, manuals, software, and warranties should be undamaged and enclosed in original packaging.
  • Once you have received your RMA number, securely repackage the items like they were sent to you (ideally inside the original outer box). If the original box is marked or damaged in any way, a restocking fee of 35% may be applied.
  • Do not write directly on the original box/packaging.
  • Ensure the package clearly has the RMA number on the outer box; otherwise, the package will not be accepted.
  • Using a label, ensure our full address is clearly displayed outside the package.
    Cable and Devices,
    Address: Office No. 2536, 25th Floor, IRIS Bay Tower Al Abraj Street, Business Bay, Dubai.
  • Once goods have been received and tested, we will return the replacement item to you within 10 days of receipt of the faulty item.
  • Please note that any discrepancies between your PO and the goods received must be notified within two days of receipt of the items.

 

Return Material Authorization (RMA) Process

The RMA Confirmation process:

  • Your sales representative will send you the RMA form. (Download the RMA form)
    (see attachment. PO No.; Product Serial No.; Description of Failure or Problem)
  • You Fill it out and send it back to the sales representative.

RMA Return Shipment

A: After the RMA form, the sales representative will email you the returned instructions, including the shipping address and special shipping invoice.
B: Returned products must be appropriately packed to avoid damage during delivery.
C: All accessories and user documentation should be returned.
D: Once shipped, please tell the sales representative tracking No. immediately.


Delivery Charges

The customer is responsible for paying shipment charges when returning to us. We will pay for the shipment of the repaired items back to the customer.


RMA Turnaround Time

  • The defective products will be sent to Cisco Distributor for repair.
  • Within four weeks after receipt of the returned item, the repaired or replacement item will be ready for the return shipment.
  • After that the item will be shipped to the customer by Express, such as DHL or FedEx.

The Support Contacts

If your products failed, you must contact your sales representative to verify product failure. If the problem still can't be corrected by remote support methods, i.e., email or phone support, the RMA procedure will be issued.

Goods Damaged in Transit

If goods are visibly damaged on receipt, it is essential to sign for the goods as damaged on arrival with the courier and then contact us immediately at +971 4 3466183 or email us at [email protected]. If items were damaged in transit, we request that you report it to us within two working days of delivery.

 

 

The following reasons can invalidate the replacement of the hardware:

  • The item is not faulty based on the information given on the RMA form.
  • The item has been tampered with or is physically damaged.
  • The wrong software is being used.

Cable and Devices reserves the right to charge a 35% restocking fee if:

  • There is no damage to the original packaging.
  • There are missing components or accessories.
  • If the item is not faulty when tested against the fault information provided on the RMA form.
  • The goods requested to be held at our warehouse upon customer request after the generated invoice. Any returns in such cases will also be applicable as a restocking fee.