COPAK CUSTOMER CARE
Returns, Refunds & Exchanges
This policy applies to physical products purchased directly from COPAK within the United Arab Emirates.
RETURNS OVERVIEW
Key Timelines at a Glance
30CALENDAR DAYS
Defective Product Requests
We accept return requests for defective products within 30 calendar days of delivery. We do not offer refunds for change of mind.
3CALENDAR DAYS
Non-Defective Exchanges
Non-defective products may be exchanged within 3 calendar days of delivery, subject to the conditions below.
4–5CALENDAR DAYS
Approved Refund Processing
Approved refunds will be processed to the original payment method within 4–5 calendar days after inspection and approval.
No refunds for change of mind.
These periods do not limit applicable warranty coverage or statutory consumer rights.
BEFORE SENDING A PRODUCT
Return & Exchange Conditions
Defective Product Returns
If your product develops a fault, contact us within 30 calendar days of delivery with:
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Your invoice or proof of purchase.
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The product model and serial number, where applicable.
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A description of the fault, with photographs or video where possible.
We will assess the product to establish the cause of the fault and the appropriate resolution. Opening or initial use of a product does not automatically prevent a valid defect claim.
Products damaged through customer misuse, accidental damage, unauthorized modification or incorrect installation by others are not eligible under our defective-product return policy.
Faults reported after 30 days will be assessed under the applicable warranty and consumer protection requirements.
Exchanges of Non-Defective Products
Exchange requests must be submitted within 3 calendar days of delivery.
The returning product must be:
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Unused and uninstalled.
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Free from defects, damage, scratches or signs of alteration.
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In its original packaging, with all accessories, components and documentation.
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Accompanied by proof of purchase.
Exchanges are subject to inspection and replacement-product availability. Any price difference will be agreed before the exchange proceeds.
The buyer is responsible for return shipping and delivery of the replacement product for these voluntary exchanges.
DAMAGE & FEES
Damaged Orders & Return Costs
Damaged or Incorrect Products
Products damaged by the customer after delivery are not accepted for voluntary returns or exchanges.
If your order arrives damaged, incorrect or defective, contact us promptly with photographs and your order details. We will assess and resolve the issue in accordance with applicable consumer rights. The customer-damage exclusion does not apply to damage attributable to COPAK or delivery arranged by COPAK.
Shipping & Payment Fees
The buyer is responsible for shipping costs associated with voluntary exchanges and any other return costs lawfully chargeable to the buyer.
Actual, non-refundable bank or payment-gateway fees may be charged to the buyer only where legally permitted and disclosed before the transaction. Any applicable deduction will be explained before processing.
For qualifying defective-product claims where applicable law requires a remedy without charge, COPAK will bear the required costs and will not deduct shipping, bank or payment-gateway fees from the statutory refund.
RETURNS PROCESS
From Return Request to Refund
Contact COPAK First
Contact COPAK before sending a product. We will provide instructions and confirm the return arrangements.
Arrange the return through COPAK and send the product only as instructed by COPAK.
Inspection & Approval
Once we receive and inspect the returned product, we will notify you whether the refund has been approved.
Refund Processing
Approved refunds will be processed to the original payment method within 4–5 calendar days after inspection and approval.
Your bank or payment provider may require additional time to display the credit in your account. Contact us if you need assistance tracing a processed refund.
Installed or hardwired equipment
For installed EV chargers or other hardwired equipment, contact our technical team before arranging disconnection or removal.
YOUR RIGHTS
Consumer Rights
Nothing in this policy excludes or limits rights available under applicable UAE consumer protection law. Statutory remedies for defective or incorrectly supplied goods apply independently of our voluntary exchange conditions.
COMMON QUESTIONS
Returns Questions, Answered
Quick answers about change-of-mind requests, opened products, warranty coverage and refund timing.
Can I get a refund if I change my mind?
COPAK does not offer refunds for change of mind. Non-defective products may be exchanged within 3 calendar days of delivery, subject to the exchange conditions above.
Can I report a fault after opening or initially using a product?
Opening or initial use of a product does not automatically prevent a valid defect claim. Contact COPAK within 30 calendar days of delivery with your proof of purchase, product details and a description of the fault.
Does the 30-day period limit my warranty?
No. These periods do not limit applicable warranty coverage or statutory consumer rights. Faults reported after 30 days will be assessed under the applicable warranty and consumer protection requirements. See the Warranty Policy for product warranty periods.
When will an approved refund reach my account?
Approved refunds are processed to the original payment method within 4–5 calendar days after inspection and approval. Your bank or payment provider may require additional time to display the credit in your account.
TALK TO COPAK
Need Help With a Return?
Email: support@copak-technical.com
Phone / WhatsApp: +971 50 536 7856
Please contact us before dispatching or bringing a product to this address.
Office M14-15, Royal House Building
24 Al Wuheida St, Hor Al Anz East
Deira, Dubai, United Arab Emirates