Return & Refund Policy

Effective Date: 01-01-2025
Applies to: www.utgme.com

At UTG Distribution Systems Trading LLC (“UTG,” “we,” “us,” or “our”), we are committed to customer satisfaction and operational integrity. As a premium value-added distributor of IT infrastructure and electronic products, we understand that returns and refunds are a necessary part of any responsible eCommerce operation. The following Return & Refund Policy has been drafted in alignment with best practices and UAE commercial standards to ensure transparency, trust, and clarity.

1. Returns – General Policy

1.1 Eligibility for Returns

We accept returns under the following conditions:

• The item must be returned within 7–30 calendar days from the date of delivery, depending on the product category.
• The product must be unused, uninstalled, and in its original condition and packaging with all included accessories, manuals, and documentation.
• You must provide the original invoice or proof of purchase.

Non-eligible returns include:

• Custom-built or specially ordered items.
• Software licenses once activated.
• Opened consumables or tamper-evident sealed items (e.g., batteries, UPS consumables).
• Clearance or discounted final sale items marked “non-returnable.”

1.2 Return Authorization Process

All returns require prior Return Merchandise Authorization (RMA) from our customer support team. To initiate a return:

1. Email your request to info@utgme.com with your order number and reason for return.
2. Our team will assess the case and provide an RMA reference number if eligible.
3. Securely pack the item and return it with the RMA code clearly marked.
4. Ship the item to our designated returns department or arrange drop-off at our Sharjah facility.

Returns submitted without authorization may be rejected or incur processing delays.

2. Refunds – Processing and Timelines

2.1 Refund Eligibility

Once we receive your returned item, it undergoes a full technical inspection. A refund is only issued if the product:

• Is in original condition,
• Passes quality checks,
• Matches the product serials/invoice.

Damaged or incomplete returns may be denied or subjected to a restocking fee (up to 15%).

2.2 Method of Refund

• Original Payment Method: Refunds will be credited to the same method used for the purchase (card, bank transfer, or cash).
• Processing Time: Approved refunds are processed within 7–14 business days of item inspection.

2.3 Shipping Costs

• Outbound shipping charges are non-refundable unless the return is due to UTG’s error.
• Return shipping is the customer’s responsibility unless agreed otherwise.

3. Exchanges

If you wish to exchange an item for a different model or category:

• A return request must be submitted as above.
• Once the original item is received and approved, a new order can be processed.
• Price differences, if any, will be settled prior to the dispatch of the new item.

4. Damaged, Defective, or Incorrect Items

If you receive a product that is:

• Visibly damaged on arrival,
• Incorrect (wrong item/model delivered),
• Defective out-of-box (non-operational),

You must notify us within 48 hours of receipt. Please include supporting photographs or video proof when contacting us.

Upon validation:

• We may offer immediate replacement, free repair, or a full refund, based on stock availability and warranty policies.

5. Warranty-Related Returns

Many of our distributed products come with manufacturer-backed warranties (1–5 years). Warranty claims must follow the brand’s specific RMA process, often requiring:

• Serial numbers,
• Diagnostic reports,
• Proof of purchase.

UTG will assist with warranty claim facilitation but does not guarantee replacement speed or coverage—these are subject to the respective manufacturer’s terms.

6. Business Accounts & Bulk Orders

For registered resellers, integrators, and commercial clients:

• Return requests will be evaluated on a case-by-case basis.
• Special-order and project-based items are non-returnable unless DOA (dead on arrival).
• Refunds or credit notes will be applied after internal validation and supplier review.

7. UAE Law Compliance

This policy is governed by Federal Law No. (24) of 2006 (Consumer Protection Law) and aligned with the Commercial Transactions Law (Federal Law No. (18) of 1993) of the United Arab Emirates.

8. Our Commitment

At UTG, our customer-first approach is built on integrity, support, and long-term partnerships. We honor legitimate refund and return requests and aim to resolve every case quickly and fairly.

Need Assistance?

For questions regarding returns or to start a request, contact us:

UTG Distribution Systems Trading LLC
Industrial Area 18, Maleha Road
Sharjah, UAE
+971 6 577 3752
info@utgme.com
www.utgme.com