Last Updated: October 2026

At Arabserv Engineering Services FZE LLC, we aim to provide quality MEP, HVAC, electrical, plumbing, water system, pump, and engineering products and services. This Return & Refund Policy explains the conditions applicable to product returns, exchanges, cancellations, and refunds purchased through our website.

By placing an order with Arabserv, you acknowledge and agree to the terms of this policy.

1. Product Returns

Products may be eligible for return if they meet all applicable return requirements.

To request a return, the customer should contact Arabserv as soon as possible after receiving the product and provide:

  • Order or invoice details
  • Product name
  • Reason for the return
  • Photographs or other relevant information where requested
  • Details of any damage or incorrect product received

A return request does not automatically guarantee approval. Each request will be reviewed based on the product condition, supplier or manufacturer requirements, and applicable return conditions.

2. Conditions for Return

To be considered for return, products should generally:

  • Be unused and not installed
  • Be in their original condition
  • Include original packaging, accessories, manuals, and documentation where applicable
  • Not have been modified, altered, or damaged by the customer
  • Be returned within the applicable return period confirmed by Arabserv
  • Be suitable for resale where applicable

Products that do not meet these conditions may be refused for return or may be subject to applicable deductions.

3. Non-Returnable Products

Certain products may not be eligible for return because of their nature, installation requirements, project specifications, or manufacturer policies.

These may include:

  • Specially ordered products
  • Customised or project-specific products
  • Products manufactured or configured to customer specifications
  • Products that have been installed
  • Used or operated equipment
  • Products damaged after delivery
  • Products modified by the customer or a third party
  • Certain electrical, plumbing, HVAC, pump, water heating, or technical equipment
  • Products where the manufacturer or authorised supplier does not permit returns
  • Products that cannot reasonably be resold due to their condition

Arabserv will inform the customer where specific products are subject to special return restrictions.

4. Incorrect or Damaged Products

If you receive an incorrect product or a product that appears to have been damaged during delivery, please contact us promptly.

Customers may be requested to provide photographs, packaging details, delivery information, or other evidence to help us investigate the issue.

Where the issue is confirmed to be attributable to Arabserv or the applicable delivery process, we will determine an appropriate resolution, which may include replacement, return, repair, credit, or refund, subject to the circumstances.

5. Product Inspection

Returned products may be inspected before a return, exchange, credit, or refund is approved.

Where a returned product is found to have been used, installed, damaged, modified, or otherwise altered after delivery, Arabserv may reject the return or apply an appropriate deduction where permitted.

6. Return Shipping

Return transportation arrangements and costs depend on the reason for the return.

Where the return is due to an incorrect product supplied by Arabserv or a confirmed product issue attributable to Arabserv, we may arrange or cover the applicable return transportation.

Where a customer requests a return for reasons such as a change of mind, incorrect selection, or ordering a product that is no longer required, the customer may be responsible for applicable return, transportation, handling, restocking, or other charges.

The applicable charges will be communicated before the return is processed where possible.

7. Refunds

Where a refund is approved, the refund amount will be determined based on the final order value and the applicable return conditions.

Refunds may be subject to deductions for:

  • Delivery charges
  • Return transportation
  • Installation or service charges already incurred
  • Restocking fees
  • Damage or missing components
  • Other costs reasonably incurred in processing the order

Where required by applicable law, refunds will be handled in accordance with the relevant legal requirements.

8. Refund Processing

Once a return has been received and inspected, we will inform the customer whether the refund has been approved.

Approved refunds will generally be processed using the original payment method where technically possible.

The time required for the refund to appear in the customer’s account may depend on the payment provider, bank, or financial institution.

Arabserv does not control processing times imposed by third-party payment providers or banks.

9. Order Cancellation

Customers may request cancellation of an order before the product has been dispatched or procurement has commenced.

Cancellation requests are subject to the order status and product type.

Orders for specially procured, customised, imported, or project-specific products may not be cancellable once procurement or preparation has commenced.

Where an order has already been dispatched, the request may be treated as a return request instead of a cancellation.

10. Service Cancellation

For maintenance, installation, inspection, or engineering service bookings, customers may request cancellation or rescheduling before the scheduled service.

Cancellation or rescheduling may be subject to charges where:

  • A technician has already been assigned or dispatched
  • A site visit has already taken place
  • Materials have already been purchased
  • Work has already commenced
  • Special equipment or resources have been arranged
  • The service was specifically prepared for the customer’s project

Any applicable cancellation charges will depend on the work already performed and costs incurred.

11. Installation and Service Fees

Installation, inspection, maintenance, labour, site visit, consultation, and other service charges may not be refundable once the relevant service has been performed.

If a service has not yet commenced, any refund or cancellation will be assessed according to the agreed quotation, booking conditions, and costs already incurred.

12. Warranty Claims

A product fault occurring during an applicable manufacturer warranty period may be handled as a warranty claim rather than a standard product return.

Warranty claims are subject to the relevant manufacturer’s warranty terms and conditions.

The customer may be required to provide the invoice, product information, serial number, photographs, or other documentation required by the manufacturer or supplier.

Warranty coverage may not apply to damage resulting from incorrect installation, misuse, neglect, unauthorised modification, improper maintenance, abnormal operating conditions, or other exclusions specified by the manufacturer.

13. Exchanges

Where permitted, Arabserv may offer an exchange instead of a refund.

An exchange is subject to product availability, supplier or manufacturer approval, and applicable price differences.

If the replacement product has a higher price, the customer may be required to pay the difference.

If the replacement product has a lower price, any applicable credit or refund will be determined according to the approved exchange terms.

14. Price Differences

If a customer exchanges a product for another product with a different price, the applicable price difference will be calculated based on the approved exchange arrangement.

Any additional delivery, installation, transportation, or service charges may also apply.

15. Special-Order and Project Products

Products purchased specifically for a particular project, specification, system, capacity, size, brand, configuration, or customer requirement may be subject to special return conditions.

Customers should confirm product specifications and requirements before placing an order for project-specific products.

Where technical assistance is required, our team can assist with product and application information before purchase.

16. Product Compatibility

Customers are responsible for providing accurate information regarding existing equipment, dimensions, specifications, system requirements, and site conditions when requesting products.

Where Arabserv has provided technical recommendations based on information supplied by the customer, the customer remains responsible for confirming that the final product is suitable for the intended application unless a separate technical design or engineering scope has been agreed.

17. Delivery Refusal

Customers should inspect delivered products where reasonably possible.

If visible damage is identified at the time of delivery, customers should document the condition and notify Arabserv promptly.

Refusing delivery without contacting Arabserv may delay the investigation and resolution process.

18. How to Request a Return or Refund

To request a return, exchange, cancellation, or refund, contact Arabserv with:

  • Customer name
  • Order or invoice number
  • Product or service details
  • Date of purchase
  • Reason for the request
  • Photographs or supporting information where applicable

Our team will review the request and advise you of the next steps.

19. Contact Us

For return, refund, exchange, cancellation, or warranty enquiries, please contact:

Arabserv Engineering Services FZE LLC
26th Floor, Amber Gem Tower
Ajman, United Arab Emirates

Phone: +971 52 638 9827
Email: info@arabserv.ae
Projects: projects@arabserv.ae

20. Policy Updates

Arabserv may update this Return & Refund Policy from time to time to reflect changes in our products, services, suppliers, payment methods, business practices, or applicable requirements.

The latest version published on this page will apply to future purchases and service requests.