Returns & refunds policy

This policy explains when and how products bought from NAS.AE can be returned. It is written for industrial and electronic products (motors, sensors, controllers, breakers, electronic components), which cannot safely be resold once they have been installed or powered on.

Nothing in this policy limits your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations, or any other law in force in the United Arab Emirates. Where this policy conflicts with a legal right, the law applies.

1. Two kinds of return

• A problem with the product: the item is defective, wrong, not as described, or damaged in transit. These are always accepted, even when a product is marked non-returnable.
• A change of mind: you no longer need the item, or ordered one that does not fit your system. These are accepted only on the conditions in section 3.

2. Returns for a product problem

• Time limit: report the problem within 7 days of delivery, or within the product's return period if it is returnable and that period is longer.
• Visible transit damage and missing items: report these within 3 days of delivery, with photos of the outer packaging, the shipping label and the item.
• What we do: once the problem is confirmed, and depending on the case and on stock, we repair the item, replace it with an identical one, or refund it in full.
• Shipping costs: we pay for the return shipping, and refund the original delivery fee when we refund in full.
• Technical inspection: the item may be tested by us, the seller, or a service centre authorised by the manufacturer. If the fault is caused by something section 5 excludes, we send the item back and share the inspection result with you. Inspection and shipping costs may then be charged, and we will tell you about them beforehand.
• After that period: a fault that appears later is a warranty matter, handled under the product's warranty through Support in your account (section 6).

3. Change-of-mind returns

A change-of-mind return is accepted only if all of the following are true:

• The product page shows the product as returnable, and you request the return within the period it states (14 days from delivery unless stated otherwise).
• The item has not been installed, connected to power, operated, programmed or configured.
• It is new and unused, and complete with all accessories, manuals and certificates.
• It is in its original sealed packaging, with any anti-static (ESD) bags unopened and serial-number and warranty labels intact.

For a change-of-mind return:

• You pay the return shipping, which is deducted from the refund. The original delivery fee is not refunded.
• We inspect the item on arrival. If it does not meet these conditions, we either return it to you at your cost or offer a partial refund, which we make only with your agreement.

4. Items that cannot be returned for a change of mind

These items are still covered if they are defective, wrong or not as described:

• Anything that has been installed, wired, powered on or operated, such as motors, drives (inverters), PLCs, sensors and power supplies.
• Electronic components and boards whose anti-static packaging has been opened.
• Items cut to length (such as cable), or made, programmed or configured to your order.
• Special orders through the NAS.AE sourcing desk, which are procured specifically for you.
• Software, licences and digital codes once delivered or activated.
• Consumables once opened, such as fuses, lamps and batteries.
• Products marked "non-returnable" on their page, and discontinued or final-clearance items.

5. What returns and warranty do not cover

• Damage from incorrect installation or wiring, or the wrong voltage or frequency.
• Damage from overload, power surges, lightning, moisture or water, dust or excessive heat.
• Use outside the specifications in the datasheet.
• Repair or modification by an unauthorised party.
• Normal wear and tear.

We strongly recommend that electrical products be installed by a qualified technician to the applicable standards, and that you check compatibility (part number, voltage, dimensions) before ordering. We are happy to help with this before you buy, through "Request a call" or Technical Sales.

6. Warranty

• Products carry the manufacturer's or seller's warranty stated on the product page, and we coordinate warranty claims for you.
• Keep your tax invoice and the item's serial number for any claim.
• Used and refurbished items carry only the warranty stated on their page.

7. How to request a return

• Request: in My Orders, open the order and choose "Request a return". Select the items, quantity and reason, and attach photos and the serial number where there is one.
• Review: we review your request within 2 business days and arrange collection from your address.
• Sending the item: do not ship anything before the return is approved, and pack the item well so it is protected in transit.
• Inspection: we inspect the item within 5 business days of receiving it and tell you the result.

8. Refunds

• Card and Apple Pay: we refund the original payment method. It usually appears within 5 to 14 business days, depending on your bank.
• Cash on delivery and bank transfer: we refund by bank transfer to an IBAN in the name of the person who placed the order.
• Delivery fees: refunded only when the return is due to a problem with the product.
• Partial refunds: if the item comes back incomplete or with damaged packaging, a partial refund may apply, and we tell you before making it.

9. Business customers and quotations

This policy applies to both individuals and businesses. A quotation for a bulk or special order may carry different return terms; those terms apply when they are stated in the quotation and you accept it.

10. Contact

For any question about a return, contact us through Support in your account.

This is an initial draft and must be reviewed by a legal adviser before it is adopted.