Refund policy

& Returns Policy

Fair, straightforward, customer-first — Dubai, UAE

7 days to request a return | 14 days to send it back | Replace first — refund as last resort

How to Start a Return

Contact us at orders@dxgears.com within 7 days of receiving your item. Please include your order number and reason for return. If approved, we will send you a return shipping label along with instructions on where to send your package.

Items sent back without first requesting and receiving a return approval will not be accepted.

Email: orders@dxgears.com
Return address: 8a Street, Al Nahda 2, Dubai, UAE

Return Eligibility

To be eligible for a return, your item must meet all of the following conditions:

In the same condition as received — unused, unworn, and unaltered
All original tags still attached
In its original packaging, undamaged
Accompanied by your receipt or proof of purchase
Return requested within 7 days and item shipped back within 14 days of delivery

Defective or Damaged Items

Our priority: get you the right product, fast. If your item arrives defective or damaged, we will always try to make it right with a replacement first. A refund is offered only when a replacement is not possible or not suitable.

Please inspect your order as soon as it arrives. If the item is defective, damaged, or you have received the wrong product, contact us immediately at orders@dxgears.com so we can evaluate the issue and arrange a resolution.

Our resolution process follows this order:

Step 1 — Replacement: We send you a replacement item at no cost. This is always our first action.
Step 2 — Exchange: If the exact item is unavailable, we offer a suitable alternative.
Step 3 — Refund: If neither a replacement nor an exchange is possible, a full refund will be issued.

Exchanges

Need a different size, colour, or model? The quickest way to get what you need is to return your current item and place a new order separately. Once we receive and approve your return, you are free to re-order at any time.

Non-Returnable Items

The following cannot be returned under any circumstances:

Sale items and gift cards
Personal care and hygiene products (e.g. beauty, skincare)
Custom or personalised products made to order
Perishable goods (food, plants, flowers)
Hazardous materials, flammable liquids, or pressurised gases

Not sure if your item qualifies? Reach out before you return — we are happy to help.

GCC Orders — Saudi Arabia, Kuwait, Bahrain, Oman & Qatar

DXGEARS is based in Dubai and ships across the GCC region. However, due to cross-border customs and logistics complexities, we are unable to process physical returns for orders shipped outside the UAE.

If you are a GCC customer and your order arrives defective, damaged, or incorrect, we will still take care of you — without asking you to ship anything back. Our resolution process for GCC orders is as follows:

Photo or video evidence: Send us clear images or a short video of the issue to orders@dxgears.com within 7 days of delivery.
Replacement shipped: Once verified, we will dispatch a replacement to you at no charge. No return shipment required.
Refund if unavailable: If a replacement cannot be fulfilled, a full refund will be issued to your original payment method.

GCC orders are not eligible for change-of-mind returns. We can only assist where items are confirmed defective, damaged, or incorrectly shipped. If you have any questions before placing an order, we encourage you to reach out to us first at orders@dxgears.com.

Refunds

Once we receive and inspect your returned item, we will notify you of our decision by email. If a refund is approved, it will be processed to your original payment method within 10 business days.

Please allow additional time for your bank or card provider to post the amount. If 15 business days have passed since your refund was approved and you have not seen the credit, contact us at orders@dxgears.com.

Last updated: April 2025
DXGEARS — INS Sales and Solutions FZE LLC
8a Street, Al Nahda 2, Dubai, United Arab Emirates
orders@dxgears.com | +971 54 214 1369 | www.dxgears.com