Return & Refund Policy

Our Refunds and Returns Policy

Effective Date: 22-09-2024

At Excelair ElectroMechanical WLL, we are committed to providing our customers with high-quality products and excellent service. If you are not fully satisfied with your purchase, our comprehensive Refunds and Returns Policy ensures a fair and transparent process for all returns and refunds.

1. Eligibility for Returns and Refunds

We accept returns for both physical and digital products, but different conditions apply:

• Physical Products: You can request a return or refund for any physical product purchased from our website if it meets the following criteria:
  • The item must be unused, in its original packaging, and in the same condition as you received it.
  • Returns must be initiated within 30 days of the purchase date.
  • You must provide proof of purchase, such as an order confirmation or receipt.
• Digital Products: Refunds for digital products will only be granted if:
  • There is a technical issue preventing you from using the product.
  • The issue is reported within 15 days of the purchase date.
  • We are unable to resolve the issue through customer support.

Non-Returnable Items

Certain products are exempt from being returned, including:

• Custom or personalized items.
• Products that have been opened and are no longer in their original condition.
• Digital products once they have been successfully downloaded, unless there is a technical defect.

Return Process

To initiate a return for a physical product:

1. Contact us: Email our customer support team at admin@excelairqatar.com with your order details, reason for the return, and proof of purchase.
2. Return Authorization: Once your return request is approved, we will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to return your item.
3. Shipping: You are responsible for the cost of return shipping. We recommend using a trackable shipping service, as we are not liable for items lost in transit.

Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• Approved refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10-14 business days.
• Partial refunds: In some cases, only partial refunds may be granted for items that show signs of use or are missing parts.
• Rejected refunds: If your return does not meet the criteria, you will be notified, and the product will be returned to you at your expense.

Fees and Costs

• Return Shipping: Customers are responsible for paying return shipping costs unless the return is due to a defective product or an error on our part.
• Restocking Fee: A restocking fee of up to 10% may apply for large or bulk returns.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange a product for the same item, please contact us at admin@excelairqatar.com.

Late or Missing Refunds

If you haven’t received your refund within the stated timeframe:

• First, check your bank account again.
• Then contact your credit card company, as it may take some time before your refund is officially posted.
• Next, contact your bank. Processing time may vary.
• If you have done all of this and still have not received your refund, please contact us at admin@excelairqatar.com.

Contact Information

If you have any questions about our Refunds and Returns Policy, please reach out to our customer support team:

• Email: admin@excelairqatar.com
• Address: Building No.15, Berkat alawamer, Zone 91, Street No 3107, Doha, Qatar

We are committed to ensuring that you have a smooth and hassle-free experience when shopping with us.