Refund, Return & Cancellation Policy

1.1 Eligibility for Refund

You are entitled to a full refund under the following conditions:

• The product delivered is physically damaged or defective upon initial unboxing.
• The incorrect device, color, or specification was received compared to your confirmed invoice.
• The order was cancelled prior to courier shipment.
• The device is returned unopened, unused, in original factory packaging with unpeeled security seals within the designated return window.

1.2 Refund Request Timeframe

Refund requests must be formally submitted within 7 calendar days of physical delivery receipt across Dubai, Abu Dhabi, and Northern Emirates. Requests submitted after 7 days will be handled under manufacturer warranty repair procedures.

1.3 Non-Refundable Items

In compliance with regional electronics standards, the following items cannot be refunded:

• Devices with opened or broken manufacturer security seals (unless diagnosed with a verifiable hardware defect).
• Products with missing accessories, cables, documentation, or serial number tags.
• Items damaged due to customer misuse, drops, liquid immersion, or unauthorized repair attempts.
• Digital redeemable cards, software codes, or extended care vouchers once issued.

1.4 Refund Processing & Turnaround Time

2.1 Exchange Conditions

Customers may request an exchange for another storage tier, color variant, or product within 7 calendar days of delivery, provided the item is brand-new, unactivated, and retained in unopened original packaging. Any price differential will be charged or credited accordingly.

2.2 Exchange Process

To request an exchange, contact our Concierge team at support@vipstar.ae or WhatsApp +971 50 123 4567. Our courier will collect the item and deliver the replacement device upon verification.

Orders may be cancelled under the following guidelines:

• Prior to Dispatch: You may cancel your order at zero cost before it has been dispatched with our logistics partners. A 100% refund will be initiated immediately.
• After Dispatch / In Transit: If your order has already departed our Dubai warehouse, cancellation cannot take effect mid-transit. You may refuse delivery upon arrival with the courier or initiate a return within 7 days of receipt.

We take customer satisfaction seriously and are committed to resolving any issue promptly. Customers agree to contact VIP Star customer support (support@vipstar.ae) first to seek amicable resolution before initiating any chargeback or claim with their card-issuing bank.