Return Policy

Effective Date: 24 October 2025

Overview

At Royal Focus Trading LLC, we are committed to providing high-quality computer hardware, components, and customized PC solutions. We understand that sometimes returns or exchanges may be necessary. Please read our policy carefully to understand your rights and responsibilities.

Return Eligibility

General Return Conditions

Returns are accepted only within 7 days of delivery under the following conditions:

• Unopened Seal Required: Products must have their original seal intact. Items with opened seals are NOT eligible for return, except in cases of manufacturer defects (see Defective Products section below).
• Original Packaging: Items must be in their original box and packaging in good condition.
• Unused Condition: Products must be unused with all tags, labels, accessories, manuals, and free gifts included.
• Original Invoice: The original purchase invoice/receipt must be provided.

Return Processing Fee

A base charge of 25 AED applies to all eligible returns. This fee covers return processing and courier charges.

Fee Waiver Options:

• The 25 AED fee is waived if you return the item directly to our retail outlet location.
• The 25 AED fee is waived for genuinely defective or DOA (Dead on Arrival) products verified by our technical team.

Non-Returnable Items

The following items are NOT eligible for return under any circumstances:

1. Customized PCs

   Any desktop computer built, assembled, or customized by Royal Focus Trading LLC is non-returnable. However, if there are internal hardware issues or defects with individual components, we will:

   • Diagnose and repair the issue at no charge during the warranty period
   • Replace defective parts with new components if repair is not possible
2. Opened Products

   Any product with a broken or opened seal (including but not limited to):

   • Motherboards
   • Graphics Cards
   • RAM/Memory Modules
   • SSDs and Hard Disks
   • Network Cards
   • Processors
   • Power Supplies
   • Routers and Networking Equipment

   Exception: Opened products are eligible for return/replacement ONLY if verified as defective through our RMA process.

3. Laptops with Opened Seals

   Returns or replacements for laptops with opened packaging or broken seals are only accepted if the laptop is found to be defective as verified by our technical team during the RMA inspection process.

Laptops are returnable only if:

• The original manufacturer seal is intact
• The box is in good condition
• Returned within 7 days of delivery

Once the seal is opened, laptops become non-returnable unless defective.

Defective or DOA (Dead on Arrival) Products

If you receive a defective product or discover a manufacturing defect, we offer replacement or repair under the following terms:

Software/Internal Issues

• Products with software malfunctions or internal hardware failures are eligible for replacement/repair
• Physical damage caused by the customer is NOT covered

Defective Product Process

1. Verification: Our technical team will test and verify the defect
2. RMA Process: Defective items will be sent through the official Return Merchandise Authorization (RMA) process to the manufacturer’s service center
3. Resolution Timeline: RMA processing takes 2-4 weeks depending on the manufacturer
4. Outcome:

• Repairable: Item will be repaired and returned to you
• Non-Repairable: You will receive a replacement unit (if available in stock) or a credit note
• Credit Note: Refund will be processed via bank transfer to your provided account

No Return Fee for Defective Items

The 25 AED return processing fee is waived for verified defective products.

Warranty Coverage

Standard Warranty

All products sold by Royal Focus Trading LLC come with a minimum 1-year manufacturer warranty, with many brands offering extended warranty periods (2-3 years depending on the product category).

First Year Warranty (Year 1)

• Royal Focus Trading LLC handles all warranty claims
• We coordinate with manufacturer service centers on your behalf
• RMA processing: 2-4 weeks
• Replacements are provided immediately if we have stock available

Extended Warranty (After Year 1)

• For products with warranties exceeding 1 year, customers may contact the manufacturer’s service center directly
• Alternatively, you may still reach out to us for assistance

Warranty Exclusions

• Physical damage, liquid damage, or misuse
• Unauthorized repairs or modifications
• Damage from power surges (unless covered by manufacturer)

How to Initiate a Return

Step 1: Submit Return Request

• Log in to your account on our website
• Navigate to your order history
• Click on “Return Request” for the item you wish to return

Step 2: Verification

• Once we receive your request, our team will contact you within 1-2 business days
• We will verify the condition of the product and confirm eligibility

Step 3: Return Documentation

• You will receive a return authorization form via email
• Complete and submit the form as instructed

Step 4: Product Collection

Option A – Courier Pickup (25 AED fee):

• Our partnered courier company will contact you to schedule a pickup
• The 25 AED return fee will be deducted from your refund

Option B – Drop-off at Store (FREE):

• Bring the item directly to our retail outlet
• No return processing fee applies

Refund Process

Refund Timeline

• Card Payments: Refunds to credit/debit cards take up to 14 business days to process and reflect in your account
• Cash Payments: Refunds will be processed via bank transfer within 14 business days. You must provide valid bank account details

Refund Amount

• Original product price minus 25 AED return fee(unless waived)
• Original shipping charges (if any) are non-refundable

Multiple Item Returns

If you purchased multiple items and wish to return only some of them, the 25 AED return fee applies once per return request, not per item.

Exchange Policy

Before Delivery

If you wish to exchange an item before delivery, the following options are available at no extra charge:

Scenario 1 – Out of Stock:

• If your ordered item is unavailable, we will contact you to suggest an alternative product
• You may accept the alternative, choose a different item, or cancel your order for a full refund

Scenario 2 – Change of Mind:

• If you wish to change your order before delivery, contact us immediately
• If the alternative item is in stock, we will process the exchange at no cost

After Delivery

Exchanges after delivery are possible under the following conditions:

• The product seal must be intact and the box in good condition
• A 25 AED exchange processing fee applies
• The exchange fee is waived for defective items

Exchange Process:

1. Submit a return request through your account
2. Pay the 25 AED exchange fee (if applicable)
3. Return the original item via courier or store drop-off
4. We will ship the replacement item once the original is received and verified

Important Notes

• After 7 Days: Returns are NOT accepted after 7 days from the delivery date, except for warranty claims on defective products
• Customized PCs: Fully assembled or customized desktops are non-returnable, but component-level repairs/replacements are covered under warranty
• Return Abuse: Royal Focus Trading LLC reserves the right to refuse returns if we suspect misuse, damage, or fraudulent claims

Contact Us

For return inquiries, warranty claims, or assistance, please contact us:

Royal Focus Trading LLC
📍 Store Address: Al Ain Center Computer Plaza, M03, Royal Focus, Burdubai UAE
📞 Phone: +971 56 302 3391
📧 Email: sales@royalfocusuae.com
🌐 Website: https://royalfocusuae.com/

This policy is subject to change without prior notice. Please refer to our website for the most up-to-date version.

Last Updated: 24 October 2025