1. Definitions

In this Refund and Returns Policy, the following terms shall have the meanings set out below:

• "Consumer" means any natural person purchasing Products for purposes not related to their commercial, business, craft, or professional activities .
• "Customer" means any individual or legal entity that purchases Products from Excel Kitchen LLC, including both Consumers and commercial buyers.
• "Products" means the commercial kitchen equipment, parts, accessories, and related items offered for sale by Excel Kitchen LLC.
• "Return Period" means the timeframe within which a Customer may initiate a return as specified in Section 2 below.
• "UAE" means the United Arab Emirates.

2. Return Period and Conditions

2.1 Return Period

Under UAE Consumer Protection Law, Consumers have the right to return Products within 15 calendar days from the date of delivery . Commercial customers (business-to-business transactions) may have different return rights as specified in their purchase agreement.

2.2 Conditions for Return

To be eligible for a return, the following conditions must be met:

• The return request is initiated within the applicable Return Period;
• The Product is unused, uninstalled, and in its original condition;
• The Product is returned in its original packaging with all accessories, manuals, and tags intact;
• The Product is not among the non-returnable items listed in Section 3;
• A valid proof of purchase (invoice, receipt, or order confirmation) is provided; and
• The Product is not damaged due to misuse, improper handling, or unauthorized repair.

2.3 Change of Mind Returns

For change of mind returns, Consumers may return Products within 15 calendar days of delivery, provided the Products are unopened, unused, and in resalable condition. A restocking fee of up to 15% may apply to change of mind returns as permitted under UAE law .

3. Non-Returnable Items

The following items are non-returnable and non-refundable under this policy:

• Custom or Made-to-Order Products: Equipment manufactured specifically to Customer specifications, including custom-sized equipment, branded items, or specially configured products.
• Clearance or Final Sale Items: Products marked as "Final Sale", "Clearance", "As-Is", or with similar designations.
• Used or Installed Products: Products that have been used, installed, or modified in any way.
• Hygiene-Sensitive Products: Items such as food contact surfaces, cutting boards, and certain preparation equipment due to health and safety regulations.
• Discontinued Products: Products that have been discontinued by the manufacturer.
• Spare Parts and Accessories: Individual components, spare parts, and accessories unless defective.
• Software or Digital Products: Software licenses, digital manuals, or other intangible products.
• Products Damaged by Customer: Items damaged due to improper handling, installation, storage, or use.
• Products Missing Parts: Items returned without original packaging, accessories, or documentation.
• Products Beyond Return Period: Any product returned after the applicable Return Period has expired.

4. Return Process

4.1 How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact our Customer Service team at [email protected] or call +971 4 267 9180 within the Return Period.
2. Provide your order number, product details, and reason for return.
3. Include supporting documentation such as photos or videos if the return is due to damage or defect.
4. Wait for a Return Merchandise Authorization (RMA) number from our team. Do not ship any product without an RMA number.
5. Package the product securely in its original packaging, including all accessories and documentation.
6. Write the RMA number clearly on the outside of the shipping package.
7. Ship the product to the address provided in your RMA confirmation.

4.2 Required Documentation

The following documents must accompany your return:

• Original invoice or proof of purchase;
• RMA number confirmation;
• Completed return form (if provided); and
• Any relevant supporting documentation (photos, videos, inspection reports).

5. Return Shipping

5.1 Who Pays for Return Shipping?

• Defective or Damaged Products: Excel Kitchen LLC will cover the cost of return shipping for defective or damaged products. We will provide you with a shipping label or arrange for pickup .
• Change of Mind Returns: The Customer is responsible for all return shipping costs for change of mind returns. These costs are non-refundable.
• Incorrect Product Shipped: If we shipped the wrong product by our error, we will cover all return shipping costs and ship the correct product at no additional charge.

5.2 Shipping Recommendations

We recommend using a trackable shipping service and purchasing shipping insurance for returns valued over AED 1,000. Excel Kitchen LLC is not responsible for products lost or damaged during return shipping.

5.3 Return Address

Returns must be shipped to the address provided in your RMA confirmation. Do not return products to any address without prior authorization.

6. Inspection and Approval

6.1 Inspection Process

Upon receiving your return, we will inspect the product within 5 to 7 business days. The inspection will verify:

• The product is in original condition and packaging;
• The product has not been used, installed, or damaged;
• All accessories, manuals, and parts are included;
• The RMA number matches our records; and
• The reason for return is valid under this policy.

6.2 Inspection Results

After inspection, we will notify you of the approval or rejection of your return. If approved, we will process your refund or exchange as requested. If rejected, we will provide the reason and may return the product to you at your expense or dispose of it as permitted by law.

7. Refund Methods and Timing

7.1 Refund Methods

Refunds will be issued using the original payment method whenever possible:

• Credit/Debit Card: Refund credited to the original card.
• Bank Transfer: Refund transferred to the original bank account.
• Cash on Delivery (COD): Refund issued via bank transfer or store credit .
• Store Credit: May be offered as an alternative at Customer's request.

7.2 Refund Timing

Once your return is approved:

• Refunds are processed within 7 to 14 business days of approval;
• Credit card refunds may take an additional 3-5 business days to appear on your statement depending on your bank;
• Bank transfers may take 2-5 business days to complete;
• Store credit is issued immediately upon approval.

7.3 Partial Refunds

Partial refunds may be granted in the following circumstances:

• Products returned with missing accessories or packaging (partial refund reflecting diminished value);
• Products showing signs of use or minor damage not caused by us;
• Returns initiated after the Return Period but accepted at our discretion.

7.4 Non-Refundable Charges

The following charges are non-refundable:

• Original shipping and handling fees (except for defective products or our error);
• Return shipping costs for change of mind returns;
• Restocking fees (up to 15% for change of mind returns);
• Customs duties or taxes for international returns (unless prepaid by us).

8. Exchanges

8.1 Exchange Policy

We accept exchanges under the following conditions:

• The exchange request is made within the Return Period;
• The product is eligible for return under Section 2;
• The requested replacement product is available in stock;
• Any price difference will be charged or refunded accordingly.

8.2 Exchange Process

To exchange a product, follow the return process in Section 4 and specify that you request an exchange rather than a refund. Once we receive and inspect your return, we will ship the replacement product to you. You are responsible for any price difference and additional shipping costs.

8.3 Defective Product Exchanges

For defective products, we will ship the replacement product immediately upon receipt of your return or, at our discretion, before receiving the return for verified defects.

9. Damaged or Defective Items

9.1 Reporting Damage or Defects

If you receive a damaged or defective product, please:

1. Document the damage or defect with clear photos or videos;
2. Contact us within 48 hours of delivery for visible damage or immediately upon discovering a defect;
3. Do not use or install a damaged or defective product;
4. Keep all original packaging and documentation.

9.2 Concealed Damage

For concealed damage (damage not visible until after unpacking), you must notify us within 7 days of delivery. Delayed reporting may affect your eligibility for replacement or refund.

9.3 Remedies for Defective Products

Depending on the nature of the defect and applicable law, remedies may include:

• Full refund including original shipping costs;
• Replacement with an identical or equivalent product;
• Repair of the defective product at our expense; or
• Price reduction or store credit.

Under UAE Consumer Protection Law, Consumers have the right to choose between repair, replacement, or refund for defective products within the warranty period .

10. Order Cancellations

10.1 Cancellation Before Shipment

You may cancel your order before it has been shipped without penalty. Contact us immediately at [email protected] or +971 4 267 9180. Full refunds will be issued for cancellations before shipment.

10.2 Cancellation After Shipment

If your order has already been shipped, you must follow the return process in Section 4. Shipping charges are non-refundable, and restocking fees may apply.

10.3 Custom Order Cancellations

Custom or made-to-order products cannot be canceled once production has begun. A deposit of up to 75% may be non-refundable for custom orders.

10.4 Our Right to Cancel

We reserve the right to cancel any order for any reason, including but not limited to product unavailability, pricing errors, suspected fraud, or violation of our terms. In such cases, you will receive a full refund.

11. Warranty Returns

11.1 Manufacturer Warranty

Most Products come with a manufacturer's warranty. Warranty periods and coverage vary by product and brand. Please refer to the product documentation for specific warranty terms.

11.2 Warranty Return Process

For warranty returns:

• Contact us with proof of purchase and a description of the issue;
• We will verify warranty coverage and provide instructions;
• You may be required to ship the product to an authorized service center;
• Warranty repairs or replacements are at no cost to you (excluding shipping for non-defective items);
• Warranty does not cover misuse, improper installation, normal wear and tear, or unauthorized repairs.

11.3 Warranty Periods by Product Category

• Commercial Refrigeration: 1-3 years (varies by brand)
• Cooking Equipment: 1-2 years
• Dishwashers and Warewashing: 1-2 years
• Bakery Equipment: 1-2 years
• Spare Parts: 3-6 months
• Accessories: 3-6 months

12. International Returns

12.1 Eligibility

International returns are subject to the same conditions as domestic returns, except as modified below.

12.2 Return Shipping

Customers are responsible for all international return shipping costs, customs duties, and taxes. We recommend using a trackable shipping service with insurance.

12.3 Refunds for International Returns

Refunds will be issued in AED at the exchange rate on the date of the original transaction. We are not responsible for currency fluctuation losses. Original shipping charges and any customs duties paid are non-refundable.

13. Consumer Rights Under UAE Law

13.1 Overview

This policy is subject to and complies with UAE Federal Law No. (15) of 2020 on Consumer Protection. Under this law, Consumers have certain rights that cannot be limited or excluded by this policy .

13.2 Key Consumer Rights

• Right to Return: Consumers may return products within 15 calendar days of delivery for any reason, subject to conditions .
• Right to Warranty: Consumers are entitled to warranty protection against defects for the warranty period specified by the manufacturer .
• Right to Repair, Replace, or Refund: For defective products, Consumers may choose between repair, replacement, or refund .
• Right to Information: Consumers have the right to clear and accurate information about products, prices, and terms .
• Right to File Complaints: Consumers have the right to file complaints with the UAE Ministry of Economy .

13.3 How to File a Consumer Complaint

If you are a Consumer and are unsatisfied with our resolution of your return or refund request, you may file a complaint with:

• UAE Ministry of Economy – Consumer Protection Department
• Website: www.economy.gov.ae
• Consumer Protection Hotline: 600-522-225

14. Dispute Resolution

14.1 Good Faith Negotiation

If a dispute arises regarding a return or refund, both parties agree to first attempt to resolve the matter through good faith negotiations. Please contact our Customer Service team at [email protected].

14.2 Escalation

If we cannot resolve your dispute within 30 days, you may escalate the matter to:

• The UAE Ministry of Economy – Consumer Protection Department (for Consumer disputes); or
• The courts of Dubai, United Arab Emirates (for commercial disputes).

15. Contact Information

If you have any questions about this Refund and Returns Policy or need assistance with a return, please contact us:

• General Inquiries: [email protected]
• Phone: +971 4 267 9180
• Address: Excel Kitchen LLC, [Your Full Address], Dubai, United Arab Emirates