Returns & Replacement Policy

Last updated: 29 October 2026

At IQTESTORE, we ask customers to inspect their orders carefully upon delivery. This Returns & Replacement Policy explains when a product may qualify for replacement, how we handle damage that occurs during delivery, and why we recommend recording an unboxing video when receiving an order.

This policy applies to orders placed through iqtestore.com for delivery within the United Arab Emirates (UAE). It operates alongside any applicable manufacturer warranty and mandatory consumer rights under UAE law.

1. Our Return and Replacement Policy

We do not accept returns or offer replacements for a change of mind after a device has been used, or where damage has been caused by the customer through accidental damage, misuse, mishandling or failure to follow the manufacturer’s instructions.

This restriction does not remove any rights that a customer may have under applicable law if a product is defective, faulty on arrival or otherwise eligible for a legally required remedy.

Please inspect your order when it arrives and contact us promptly if you notice damage, missing items or a potential product defect.

2. Devices That Have Been Used

For hygiene, product-condition and inspection reasons, we generally do not accept returns or exchanges of devices once they have been used.

Before using a device, check its external condition, packaging and included accessories. If you discover visible delivery damage or a suspected fault, contact IQTESTORE before further use and provide the relevant evidence.

The used-device restriction does not override any applicable legal rights or warranty remedies relating to a qualifying defect or fault.

3. Products Accidentally Damaged by the Customer

Products damaged after delivery because of customer handling, accidental drops, liquid exposure, unauthorised modifications, misuse or failure to follow the manufacturer’s instructions are not eligible for a replacement under our delivery-damage policy.

Damage that occurs after the customer receives the product must be distinguished from damage that was already present when the order was delivered.

If you believe a problem is caused by a manufacturing defect rather than customer damage, contact us so that the issue can be assessed under the applicable warranty, product terms and consumer-protection requirements.

4. Products Damaged During Delivery

If your device arrives visibly damaged, contact IQTESTORE as soon as reasonably possible. We will review the condition of the product and the available evidence to determine whether the damage occurred during delivery.

Where delivery damage is verified, we will arrange a replacement in accordance with the applicable legal requirements and the circumstances of the claim.

To help us investigate efficiently, please do the following:

Keep the product, original packaging, shipping label and included accessories.
Take clear photographs of any visible damage to the parcel, packaging and device.
Contact IQTESTORE through the official contact details published on our website.
Provide the order number and a description of the damage.
Submit the requested evidence for review.

Please do not discard the packaging or attempt repairs before the damage claim has been assessed.

5. Why We Recommend an Unboxing Video

We strongly advise every customer to record an unboxing video for every delivery.

An unboxing video helps document the condition of the parcel and its contents at the time of opening. It can help distinguish damage that occurred during delivery from damage that happened after the product was received.

For the clearest evidence, we recommend that you:

Begin recording before opening the sealed parcel.
Show the shipping label and the condition of the outer packaging.
Record the opening process continuously, without cuts or edits.
Show the device, included accessories and any visible damage clearly.
Keep the original video file so it can be supplied for review.

If the video shows damage that is consistent with damage during delivery, IQTESTORE will review the evidence and arrange an appropriate remedy where the claim is verified.

An unboxing video is our preferred evidence for delivery-damage claims. If a video is unavailable, please contact us and we may ask for other evidence, such as photographs of the packaging and product. Evidence requirements will be applied consistently with any rights that cannot be restricted under applicable law.

6. How We Review a Damage Claim

When we receive a delivery-damage claim, we may review:

The order number and delivery details.
The unboxing video or other evidence provided.
Photographs of the parcel, shipping label, packaging and product.
Whether the reported damage is consistent with damage during delivery.
The condition of the product and its packaging.
Any additional information reasonably needed to assess the claim.

We will contact the customer if further information is needed. A replacement will be arranged once the claim has been assessed and the appropriate remedy determined under this policy and applicable law.

Providing evidence helps us investigate the claim, but a decision will not be made solely to avoid a remedy that UAE law requires.

7. Replacement Process

Where a replacement is approved, we will explain the next steps to the customer. Depending on the circumstances, this may include arranging collection or return of the damaged product, checking the item and organising the replacement.

Replacement availability depends on stock and the applicable legal requirements. If the same product is unavailable, we will discuss the appropriate alternative remedy in accordance with applicable law.

Customers should not send products back without first contacting IQTESTORE and receiving return instructions, unless applicable law requires a different process.

8. Refunds, Repairs and Legal Rights

This policy explains our normal approach to returns and replacements. It does not exclude, limit or replace any mandatory consumer rights, warranty obligations or remedies that apply under UAE law.

Where a product is defective or faulty and the law requires a refund, repair, replacement or another remedy, the applicable legal requirements will take precedence over any inconsistent term in this policy.

Any approved refund will be processed according to the applicable legal requirements and the relevant payment method.

9. Items Not Eligible Under the Standard Return Policy

Subject to applicable legal rights, the following are generally not eligible for a return or replacement under our standard policy:

Devices returned because the customer changed their mind after use.
Products accidentally dropped or otherwise damaged by the customer.
Products damaged through misuse, mishandling, unauthorised modification or failure to follow manufacturer instructions.
Claims that cannot be reasonably substantiated after a fair review of the available evidence, where the absence of evidence is relevant to the claim.

These exclusions do not apply where they would unlawfully remove a customer’s mandatory rights relating to a qualifying defect, delivery damage or other legally protected situation.

10. Orders Delivered Within the UAE

IQTESTORE accepts orders for delivery within the United Arab Emirates only. Delivery-damage claims under this policy relate to orders placed through our website for delivery to a UAE address.

Customers should provide accurate delivery details and keep the order confirmation and relevant delivery information until the order has been checked.

11. How to Contact Us

To report a damaged delivery, suspected product defect or replacement request, contact IQTESTORE through the official contact information published on iqtestore.com.

Please provide your order number, a clear description of the issue and the relevant photographs or unboxing video. Do not include passwords, payment-card PINs or other unnecessary sensitive information in your message.

Our Recommendation to Every Customer

Please record an unboxing video from the moment you begin opening the sealed parcel. Keep the original packaging until you have checked the device and its accessories.

This simple precaution helps document the condition of your delivery and can make it easier for IQTESTORE to review a damage claim fairly and efficiently.