Last updated: 21 July 2026

This policy explains when goods can be returned and how to arrange it. Your statutory rights under UAE Federal Law No. 15 of 2020 on Consumer Protection are not affected by anything on this page.

Faulty, damaged or incorrect goods

If an item arrives damaged, develops a fault, or is not what you ordered, contact us straight away and we will put it right — by repair, replacement or refund, depending on the circumstances and the manufacturer's warranty terms.

• Report transit damage within [DAMAGE NOTIFICATION WINDOW] of delivery.
• For faults appearing later, see our Warranty page.
• Please keep the original packaging until you are satisfied the product is working correctly.

Change of mind

Unopened, unused goods in their original sealed packaging may be returned within [RETURNS WINDOW] days of delivery, subject to inspection. Return transport is arranged by us and charged at cost unless the return is our error. [RESTOCKING FEE POLICY, IF ANY].

We cannot accept change-of-mind returns where the product has been unboxed, installed, calibrated or used, as this affects its resale condition.

Items that cannot be returned

• Special orders, indent items and custom finishes made to your specification.
• Custom-terminated or cut-to-length cable.
• Installed or commissioned systems, and any bespoke cinema or architectural installation work.
• Ex-display or clearance items sold as such, unless faulty.

How to arrange a return

Message us on WhatsApp, email info@cinefolks.ae or call +971 58 523 2001 with your invoice number and a description of the issue — photographs help. We will confirm next steps before anything is collected or returned. Please do not send goods back without arranging it with us first.

Refunds

Approved refunds are issued to the original payment method within [REFUND TIMEFRAME] of the returned goods being received and inspected.