Last updated: August 2026
1. Eligibility
A return or replacement may be considered when the product is unused, is returned in suitable condition with packaging and accessories where applicable, or is suspected to have a manufacturing defect. Products showing misuse, scratches, damage after handover or incorrect installation may be rejected.
2. Manufacturing Defect Assessment
Where a manufacturing defect is claimed, Cignetix may inspect and test the product. A return, replacement or refund decision may be made only after the assessment is complete.
3. How to Request a Return
Customers should contact Cignetix support with the order number, product details, reason for the request and supporting images where relevant. The product should not be sent or returned until the customer receives the applicable instructions.
4. Returning the Product to the Warehouse
Phase 1 does not include home delivery. Customers are responsible for returning approved products to the Cignetix Dubai warehouse in accordance with the instructions provided by the support team.
5. Replacement
If an eligible replacement is approved and the replacement product is available, Cignetix may arrange collection from the warehouse once the replacement is ready. Product availability may affect timing.
6. Refund Processing
Where a refund is approved, it should be manually authorized after the returned product has been received and inspected. The refund should be initiated through the original payment method/payment-gateway workflow where supported. Based on the current client direction, customers should allow up to 60 days for the approved refund process to be completed.
7. Final Eligibility Window
The number of days within which a customer must raise a return/replacement request is not confirmed in the supplied requirements and should be finalized before production launch.