Returns & Cancellations.

For equipment bought at a distance you may cancel within 14 days of receiving it without giving a reason, under Cabinet Decision No. 66 of 2023. Email legal@wisermonks.com with your order number, then return the goods within 14 days: unused, in original packaging, with all accessories and documentation.

These are the exclusions UAE law permits, and they exist because we cannot resell the item:

• Made-to-order and configured goods: Made-to-order LED builds, cut-to-length cable and busbar, custom mounting fabrication and fit-out joinery manufactured to your specification.
• Installed and commissioned equipment: Once a system is fixed to the structure, wired in and energised it is no longer in a returnable condition. Faults after that point are a Warranty matter, a route that gives you repair, replacement or refund.
• Special-order items: Equipment procured specifically for your project from a manufacturer that will not take it back. We flag these at quotation so you know before committing.
• Damaged by the site: Goods damaged after delivery by storage, handling or weather on your site.

None of this affects your rights when goods are faulty, damaged in transit or not as described. See section 04.

• Before we order from the manufacturer: Cancel free of charge, refunded in full.
• After procurement, before dispatch: Refunded less any restocking or cancellation charge the manufacturer imposes on us. We show you that charge rather than applying a flat percentage.
• After mobilisation: Where crew and equipment have been committed to a date, the costs already incurred are payable. The balance is refunded.

Federal Law No. 15 of 2020 entitles you to a remedy where goods are defective, unfit for purpose or not as described. Report transit damage within 48 hours and other faults as soon as they appear. The timings are in our Delivery & Installation policy.

We pay return carriage on faulty, damaged, incorrect or incomplete orders. You pay return carriage only when exercising the no-reason cooling-off right in section 01.

• Timing: Within 14 days of us receiving the goods back, or of agreeing the refund where nothing is being returned.
• Method: Bank transfer to the paying account, in AED. We cannot redirect a refund to a different account holder.
• Amount: The price paid including VAT. Standard delivery is refunded on a full-order return; where you paid for expedited delivery we refund the standard rate.
• Condition deductions: We may reduce a cooling-off refund to reflect handling beyond what was needed to examine the goods, for example a panel with mounting holes drilled. We will itemise any deduction.

Contact legal@wisermonks.com first; we aim to resolve disputes within 7 working days. Your statutory rights and the escalation route to the Consumer Protection Department are set out in our Terms of Supply and are unaffected by this policy.