Help centre
Frequently asked questions
Answers to the questions we hear most about ordering, delivery, returns, payment and warranty. Can't find what you need? Our support team is one message away.
Orders
- Are the products genuine and brand-new?
- Yes. Unless a listing is explicitly marked "open-box" or "pre-owned", every product is brand-new, sealed and sourced from the official brand or an authorised distributor. Open-box and pre-owned units are individually graded and function-tested, and the grade is shown on the product page.
- Can I change or cancel my order after placing it?
- You can cancel or edit an order free of charge any time before it is marked "shipped", usually within a few hours. Contact support with your order number and we'll take care of it. Once an order has shipped, you can use the 30-day return policy instead.
- Do you sell in bulk or to businesses?
- Yes. For quantities above ten units, volume pricing and dedicated account management are available. Email partners@digitabai.com with the models and quantities you need.
Shipping & delivery
- How long does delivery take?
- In-stock orders placed before 3pm GST on a working day ship the same day. Delivery is typically 1–2 working days within the UAE and 3–6 working days to other GCC countries. Every shipment is tracked and you receive the tracking link by email and SMS.
- How much does shipping cost?
- Standard shipping is free on UAE orders over AED 200 (roughly USD 55). Below that threshold a flat fee applies, shown clearly at checkout before you pay. GCC shipping is calculated by weight and destination at checkout.
- Which countries do you ship to?
- We currently ship across the United Arab Emirates and the GCC (Saudi Arabia, Qatar, Kuwait, Bahrain and Oman). We are working on wider regional coverage.
Returns & refunds
- What is your return policy?
- You have 30 days from delivery to return most items for a full refund. The product should be in resalable condition with all original accessories and packaging. Software, digital codes and hygiene-sealed items are excluded once opened.
- How do I start a return?
- Open your order in your account and choose "Return an item", or message support. We arrange collection or send you a prepaid label. Once the item passes inspection, the refund is issued to your original payment method within 5–7 working days.
- Do I pay for return shipping?
- Return shipping is free if the item is faulty, damaged in transit, or not as described. For change-of-mind returns, a flat return fee is deducted from the refund.
Payment
- Which payment methods do you accept?
- We accept Visa, Mastercard and American Express, Apple Pay and Google Pay, and cash on delivery for eligible UAE addresses. All card payments are processed over an encrypted, PCI-DSS-compliant connection.
- Can I pay in instalments?
- Yes. Buy-now-pay-later options are available at checkout for eligible UAE orders, letting you split the cost over 3 or 4 monthly payments with no interest.
- In which currency are prices shown?
- Prices are shown in AED by default and can be switched to USD. The amount charged is always the amount displayed at checkout in your selected currency.
Warranty & support
- What warranty comes with my purchase?
- Every new device includes a minimum 2-year warranty — the manufacturer's regional warranty plus DigitabAI cover — against manufacturing defects. The exact terms are listed on each product page and in your order confirmation.
- How do I make a warranty claim?
- Contact support with your order number and a description of the fault. In most cases we handle the claim end to end: diagnosis, repair or replacement, and return shipping, so you don't have to deal with a service centre yourself.
- Do you offer setup or data-transfer help?
- Our support team can guide you through first-time setup, account migration and common troubleshooting by phone or email at no charge.
Still need help?
If your question isn't covered here, send us a message and a member of the support team will get back to you within one business day.
Contact support