# Return & Refund Policy
**Last Updated: September 6, 2026**
At NexoGet, we sell networking equipment, IT hardware, infrastructure products, and related accessories, including products from manufacturers such as Cisco, MikroTik, Ubiquiti, TP-Link, and other technology brands.
Because many of these products are technical, serialized, configurable, firmware-dependent, license-dependent, and intended for professional or enterprise environments, our return and refund procedures are designed to protect both customers and NexoGet while complying with applicable consumer protection laws and regulations in the United Arab Emirates.
By placing an order through NexoGet, you acknowledge that you have reviewed the applicable product information and this Return & Refund Policy.
Nothing in this Policy is intended to remove or restrict any mandatory consumer right or remedy that cannot legally be excluded.
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# 1. Scope of This Policy
This Return & Refund Policy applies to products purchased directly through:
**NexoGet**
**Website:** https://nexoget.com/
It applies to networking and IT products including, but not limited to:
* Network switches
* Managed switches
* Unmanaged switches
* PoE and PoE+ switches
* Routers
* Firewalls
* Wireless access points
* Wireless controllers
* Network appliances
* SFP/SFP+ and other transceivers
* Network modules
* Network adapters
* Network accessories
* Rack equipment
* Power supplies
* Network cables
* IT hardware
* Hardware accessories
* Enterprise networking equipment
* Manufacturer-specific accessories
* Other products sold through NexoGet
Different products may be subject to different return, warranty, licensing, activation, or manufacturer requirements.
Where a product-specific return condition applies, the applicable condition may be displayed on the product page, quotation, checkout, order confirmation, or other written communication.
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# 2. Our General Return Principle
NexoGet aims to resolve legitimate product problems fairly and efficiently.
Depending on the circumstances and applicable law, an eligible resolution may include:
* Replacement;
* Repair;
* Exchange;
* Refund;
* Partial refund where legally appropriate;
* Manufacturer warranty service; or
* Another legally applicable remedy.
NexoGet will determine the appropriate process based on the nature of the issue, product condition, evidence available, manufacturer requirements, shipping circumstances, and applicable law.
Where applicable law requires a particular remedy, that legal requirement will prevail over this Policy.
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# 3. Important: Contact NexoGet Before Returning Any Product
**Do not send a product back without receiving return instructions from NexoGet.**
Customers must first contact NexoGet and provide:
* Order number;
* Customer name;
* Product name;
* Product model;
* SKU or part number where available;
* Serial number where applicable;
* Description of the issue;
* Date the issue was discovered;
* Photographs or video where reasonably requested;
* Photographs of the packaging where damage is suspected;
* Any relevant error messages or diagnostic information.
NexoGet may issue a **Return Authorization / RMA reference** where appropriate.
A package returned without sufficient order information or without following NexoGet’s return instructions may be delayed while the shipment is identified and processed.
This does not prevent or restrict any mandatory legal right to return goods.
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# 4. Return Authorization (RMA)
For technical products, NexoGet may use an RMA process to manage returns.
An RMA may be required to:
* Identify the order;
* Identify the product;
* Record the product serial number;
* Document the reported problem;
* Coordinate testing;
* Coordinate manufacturer warranty service;
* Track the return;
* Prevent product mix-ups;
* Protect customers and NexoGet from fraudulent returns.
An RMA authorization does not automatically mean that a refund has been approved.
Final eligibility may depend on inspection, testing, manufacturer assessment, shipping investigation, and applicable law.
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# 5. Time Limits for Reporting Problems
Customers should contact NexoGet as soon as reasonably possible after discovering an issue.
For visible shipping damage, customers should notify NexoGet promptly after delivery.
For incorrect, missing, incomplete, or apparently defective products, customers should contact NexoGet promptly after discovery.
Certain manufacturer warranty claims may have specific deadlines or registration requirements.
Where applicable law provides a mandatory period or remedy, that legal requirement will apply.
NexoGet will not use an internal reporting period to unlawfully eliminate a mandatory statutory right.
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# 6. Product Categories and Return Conditions
Because networking products differ significantly, the following categories may have different return requirements.
## 6.1 Unused and Sealed Products
Where a return is legally permitted for an unused product, the product should generally remain:
* Unused;
* Uninstalled;
* Unconfigured;
* Unactivated;
* Complete;
* Free from customer-caused damage;
* Accompanied by included accessories and documentation.
The original packaging should be retained where reasonably possible.
For products that have been opened, configured, activated, licensed, installed, or otherwise used, different conditions may apply, subject to applicable law.
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# 7. Opened Products
Opening a package does not automatically mean that a customer loses every legally available return right.
However, for technical products, NexoGet may need to determine whether the product has been:
* Installed;
* Powered on;
* Configured;
* Registered;
* Activated;
* Connected to a network;
* Updated;
* Modified;
* Used with third-party equipment;
* Physically altered.
Where applicable law permits consideration of product use or condition, these factors may affect the available return remedy.
A customer should not perform unnecessary configuration or installation if the product appears to be incorrect or defective.
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# 8. Installed or Configured Network Equipment
Network equipment should not be installed or configured if the customer believes that the product may be incorrect, damaged, or defective.
Examples include:
* Cisco switches;
* Cisco routers;
* MikroTik routers;
* MikroTik switches;
* Ubiquiti UniFi equipment;
* Ubiquiti airMAX equipment;
* Firewalls;
* Wireless controllers;
* Access points;
* Managed switches;
* PoE switches.
Once equipment has been installed or configured, NexoGet may need additional technical information to determine whether an alleged problem originates from the hardware, firmware, configuration, network environment, power source, cabling, or third-party equipment.
Where a product is returned after installation, NexoGet may inspect the product and, where appropriate, coordinate testing or manufacturer warranty assessment.
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# 9. Cisco Products
Cisco products may contain model-specific hardware, firmware, software, licensing, entitlement, support, and warranty considerations.
For Cisco products, customers should verify the following before ordering where relevant:
* Exact Cisco model;
* Part number;
* Hardware revision;
* Port configuration;
* PoE requirements;
* Uplink configuration;
* Power supply requirements;
* Licensing requirements;
* Software or firmware requirements;
* Intended region or deployment requirements;
* Compatibility with the customer’s existing infrastructure.
A product should not be returned simply because the customer later discovers that a different Cisco model would have been more appropriate for their network.
If the product was correctly supplied according to the order and is not defective, eligibility for return will depend on the applicable return terms and applicable law.
Where a Cisco warranty applies, warranty claims may be handled in accordance with the applicable manufacturer warranty process.
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# 10. MikroTik Products
MikroTik products may involve RouterOS versions, device configuration, licenses, packages, firmware, accessories, and hardware-specific capabilities.
Before purchase, customers should verify:
* Exact MikroTik model;
* CPU and memory requirements;
* Port configuration;
* Wireless standards where applicable;
* PoE requirements;
* RouterOS requirements;
* Intended throughput;
* Supported features;
* Power requirements;
* Accessories included with the product.
Configuration problems, incorrect RouterOS settings, firewall rules, routing configuration, VLAN configuration, wireless configuration, or other customer-created settings do not automatically constitute a hardware defect.
Where appropriate, NexoGet may request diagnostic information before approving a hardware-related return.
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# 11. Ubiquiti Products
Ubiquiti products may involve device adoption, controller software, firmware, account association, configuration, site settings, cloud services, and network topology.
Customers should verify compatibility and intended use before installation.
Where a Ubiquiti product has been:
* Adopted;
* Configured;
* Added to a controller;
* Associated with an account;
* Updated;
* Installed;
* Used in a production network;
additional technical assessment may be required before a return or replacement is processed, subject to applicable law.
A configuration or controller issue is not automatically evidence of a hardware defect.
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# 12. Software, Firmware, Licenses, and Activation
Certain networking products may include:
* Software licenses;
* Subscription services;
* Activation codes;
* Digital licenses;
* Firmware;
* Cloud services;
* Support entitlements;
* Manufacturer registration;
* Product activation;
* Account association.
Where permitted by applicable law, products or services that have been activated, registered, redeemed, downloaded, consumed, or otherwise used may be subject to different return conditions.
Customers should verify the product, license type, subscription requirements, and intended deployment before activation.
NexoGet is not responsible for a customer’s failure to verify licensing requirements before purchasing or activating a product.
However, if the product or license was incorrectly supplied by NexoGet or is defective in a manner covered by applicable law, NexoGet will work with the customer to provide the legally applicable remedy.
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# 13. Incorrect Product
If NexoGet sends a product that is different from the product ordered, the customer should contact NexoGet as soon as reasonably possible.
Examples include:
* Incorrect model;
* Incorrect SKU;
* Incorrect port count;
* Incorrect PoE version;
* Incorrect hardware configuration;
* Incorrect quantity;
* Incorrect accessory;
* Incorrect manufacturer product.
Customers should not install or configure an incorrect product.
Where the error is confirmed, NexoGet will provide an appropriate resolution in accordance with applicable law.
This may include arranging return shipping and sending the correct product or providing another applicable remedy.
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# 14. Missing Accessories or Components
If an order is missing an item that should have been included, customers should contact NexoGet promptly.
Examples include:
* Power supply;
* Power cable;
* Mounting hardware;
* Rack accessories;
* Antennas;
* SFP modules;
* Documentation;
* Manufacturer accessories;
* Other components specifically included with the ordered product.
NexoGet may request photographs of the box contents, packaging, labels, and product.
Where the missing component is confirmed, NexoGet may provide the missing component, replacement, or another appropriate remedy depending on the circumstances.
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# 15. Dead on Arrival (DOA)
A product may be considered potentially DOA where it cannot perform its basic intended function when first reasonably tested after delivery.
A DOA claim may require:
* Order verification;
* Product serial number;
* Photographs;
* Video evidence where useful;
* Basic diagnostic information;
* Power information;
* Error messages;
* Manufacturer diagnostic procedures where applicable.
The fact that a device does not operate within a particular customer network does not automatically establish a DOA condition.
For example, a switch that powers on but cannot be adopted or configured may have a configuration, firmware, compatibility, cabling, or network-environment issue rather than a hardware failure.
NexoGet may test the product or coordinate testing with the manufacturer.
If a qualifying defect is confirmed, the applicable remedy will be provided in accordance with applicable law and warranty requirements.
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# 16. Shipping Damage
Customers should inspect the external packaging as soon as reasonably possible after delivery.
If the package appears damaged, customers should, where reasonably possible:
1. Photograph the package before opening it.
2. Photograph the shipping label.
3. Photograph all visible damage.
4. Retain the packaging.
5. Photograph the product and internal packaging after opening.
6. Contact NexoGet promptly.
Do not discard the packaging when a shipping damage claim may exist.
Packaging may be required for investigation with the courier, carrier, insurer, supplier, or manufacturer.
Where damage occurred before or during delivery and the claim is confirmed, NexoGet will provide the remedy required by applicable law.
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# 17. Product Damaged After Delivery
Damage caused after delivery may affect warranty or return eligibility where permitted by law.
Examples include:
* Dropping the equipment;
* Physical impact;
* Broken ports;
* Bent connectors;
* Damaged antennas;
* Cracked housing;
* Liquid exposure;
* Burn marks;
* Electrical damage;
* Incorrect power supply;
* Incorrect voltage;
* Power surges;
* Improper installation;
* Excessive heat;
* Moisture;
* Unauthorized modification.
This does not affect any mandatory statutory rights that cannot legally be excluded.
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# 18. Electrical and PoE Damage
Network equipment may be particularly sensitive to power conditions.
Customers are responsible for ensuring that equipment is used with appropriate:
* Voltage;
* Power supply;
* PoE standards;
* Power adapters;
* Grounding;
* Electrical infrastructure;
* Environmental conditions.
Examples of potential customer-caused damage may include:
* Incorrect voltage;
* Incorrect power adapter;
* Unsupported PoE configuration;
* Damaged Ethernet cabling;
* Electrical surge;
* Improper grounding;
* Incorrect wiring.
NexoGet may inspect affected equipment to determine whether the issue is consistent with a manufacturing defect or external electrical damage.
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# 19. Firmware and Configuration Issues
Before requesting a hardware return, customers may be asked to perform reasonable troubleshooting steps.
Depending on the product, this may include:
* Restarting the equipment;
* Checking power;
* Testing another compatible cable;
* Testing another compatible port;
* Resetting configuration;
* Checking LEDs;
* Checking firmware;
* Performing manufacturer-recommended diagnostics;
* Testing the equipment independently from third-party infrastructure.
Customers should not perform advanced firmware recovery, hardware modifications, or unofficial procedures unless instructed by NexoGet or the manufacturer.
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# 20. Customer-Caused Configuration Problems
A device that does not operate as expected because of customer configuration is not necessarily defective.
Examples include:
* Incorrect VLAN configuration;
* Incorrect IP addressing;
* Incorrect routing;
* Incorrect firewall rules;
* Incorrect NAT configuration;
* Incorrect DHCP configuration;
* Incorrect wireless configuration;
* Incorrect trunk configuration;
* Incorrect PoE settings;
* Incorrect controller configuration;
* Incorrect firmware selection;
* Incorrect license configuration.
Where appropriate, NexoGet may provide general troubleshooting guidance or recommend contacting the manufacturer or a qualified network professional.
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# 21. Compatibility and Network Environment
NexoGet cannot guarantee that every product will operate with every third-party device, network architecture, firmware version, software platform, or configuration.
Customers are responsible for confirming compatibility where the product is being integrated into an existing infrastructure.
Examples include compatibility involving:
* Switches;
* Routers;
* Firewalls;
* SFP modules;
* Transceivers;
* Fiber systems;
* Ethernet cabling;
* Wireless controllers;
* Access points;
* Network management systems;
* Authentication systems;
* Third-party software.
If a product is correctly supplied according to the order but is incompatible with a customer’s existing environment, the return may be subject to the applicable non-defective return terms and applicable law.
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# 22. Serial Numbers and Product Identification
All serialized products may be recorded by NexoGet before dispatch.
Relevant identifiers may include:
* Serial number;
* MAC address;
* SKU;
* Part number;
* Service tag;
* Hardware revision;
* Product barcode.
Customers must not remove, alter, obscure, replace, or tamper with product identification labels.
A returned product must correspond to the product supplied for that order.
Where permitted by law, NexoGet may reject a return or warranty claim involving a materially different product or altered identification information.
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# 23. Product Substitution and Serial Number Verification
NexoGet may compare the returned product against:
* Original order records;
* Serial numbers;
* Product photographs;
* Warehouse records;
* Manufacturer records;
* Packaging records;
* Shipping documentation.
This procedure exists to prevent accidental product substitution and fraudulent returns.
If the returned product does not correspond to the product originally supplied, NexoGet may suspend processing while the matter is investigated, subject to applicable law.
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# 24. Missing Original Packaging
Original packaging should be retained where reasonably possible.
For some technical products, packaging may be important for:
* Safe transportation;
* Serial number verification;
* Manufacturer warranty processing;
* Damage investigation;
* Identification of included accessories.
However, lack of original packaging will not by itself eliminate a mandatory consumer right where applicable law provides otherwise.
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# 25. Accessories, Bundles, and Complete Returns
Where a product is returned, all components supplied as part of the relevant order should normally be returned.
This may include:
* Power adapters;
* Power cables;
* Mounting brackets;
* Rack ears;
* Screws;
* Antennas;
* SFP modules;
* Manuals;
* Original accessories;
* Promotional items;
* Bundled components.
If a legally eligible return is missing components, NexoGet may need to address the missing items before completing the return, subject to applicable law.
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# 26. Products Purchased as Part of a Bundle
If products are sold as a bundle, the return may need to include the complete bundle where permitted by applicable law.
For example, a bundle may include:
* Switch + SFP modules;
* Router + power supply;
* Access point + mounting kit;
* Networking equipment + accessories.
Customers should not assume that individual components of a bundle can always be returned separately.
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# 27. Special-Order Products
Products procured specifically for a customer may have special procurement conditions.
Examples include:
* Non-stock Cisco equipment;
* Enterprise configurations;
* Special hardware configurations;
* Project-specific quantities;
* Manufacturer special orders;
* Custom bundles;
* Products sourced specifically at the customer’s request.
Where legally permitted, special-order products may be subject to additional cancellation or return restrictions disclosed before purchase.
Nothing in this section removes mandatory statutory rights.
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# 28. Bulk and Enterprise Orders
For large orders or enterprise deployments, NexoGet may agree specific commercial terms with the customer before fulfillment.
These may include:
* Delivery schedules;
* Partial shipments;
* Project milestones;
* Acceptance procedures;
* Special pricing;
* Product substitutions;
* Warranty handling;
* Return procedures;
* Cancellation conditions.
Where a written commercial agreement exists, its applicable terms may govern the transaction to the extent permitted by law.
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# 29. Products Purchased for Professional or Business Use
Where a customer purchases products for business, commercial, or enterprise use, the transaction may involve additional commercial requirements.
Examples include:
* Network infrastructure deployment;
* Data center projects;
* Office installations;
* Managed service deployments;
* Enterprise upgrades;
* Reseller procurement.
Customers should verify technical requirements before purchase.
Where applicable law distinguishes between consumer and commercial transactions, the applicable legal framework will apply.
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# 30. Refund Eligibility
A refund may be available where:
* The product is eligible for a refund under applicable law;
* A valid defect has been confirmed and refund is the applicable remedy;
* NexoGet supplied an incorrect product and refund is chosen or required;
* NexoGet cannot provide the legally required replacement or repair;
* An order is cancelled in circumstances where a refund is due;
* Another legally applicable circumstance requires a refund.
NexoGet will not deny a legally required refund solely because a customer does not satisfy a non-statutory internal return condition.
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# 31. Refund Method
Where reasonably possible, refunds will be issued to the original payment method.
For example:
* Card payment → refund to the applicable card/payment method;
* Online payment provider → refund through the applicable provider;
* Other electronic payment → refund through the relevant payment channel.
NexoGet may request reasonable information necessary to process a refund securely.
Refund processing times may depend on the payment provider, bank, card issuer, or financial institution.
NexoGet does not control the time required by third-party financial institutions to display a completed refund.
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# 32. Refunds for Shipping Charges
Treatment of shipping charges will depend on the reason for the return and applicable law.
Where NexoGet supplied an incorrect, defective, damaged, incomplete, or materially misdescribed product and applicable law requires NexoGet to bear the relevant return or delivery costs, NexoGet will do so.
For voluntary or non-defective returns where a return is permitted, shipping costs may be handled according to the applicable return terms, subject to applicable law.
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# 33. Return Shipping
Where a return is approved, NexoGet will provide appropriate return instructions.
Depending on the circumstances:
* NexoGet may arrange collection;
* NexoGet may provide a return shipping method;
* The customer may be instructed to use an approved courier;
* The customer may be responsible for return shipping in permitted non-defective return situations.
Customers should not send expensive networking equipment to an address obtained from an old email, third party, or previous order without confirming the current return instructions with NexoGet.
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# 34. International Returns
International returns may involve:
* Customs procedures;
* Import/export documentation;
* Duties;
* Taxes;
* Courier requirements;
* Shipping restrictions;
* Manufacturer regional requirements.
Customers should follow NexoGet’s written return instructions carefully.
NexoGet is not responsible for delays caused by incorrect customs documentation or information supplied by the customer.
Where applicable law requires NexoGet to bear a particular cost, that legal requirement will apply.
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# 35. Customs Duties and Taxes
For international orders, customers may be responsible for customs duties, import taxes, brokerage charges, or other government charges where applicable.
If an order is returned internationally, the treatment of customs duties and taxes may depend on the destination country’s rules and the reason for the return.
NexoGet cannot guarantee recovery of third-party government charges that NexoGet did not collect and does not control.
Where NexoGet collected an amount that is legally required to be refunded, NexoGet will process the applicable refund.
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# 36. Inspection and Testing
Returned products may be inspected to determine:
* Whether the returned item matches the original order;
* Whether the serial number matches;
* Whether the reported problem exists;
* Whether the product is complete;
* Whether physical damage exists;
* Whether the product was altered;
* Whether the issue appears to be hardware-related;
* Whether the product is covered by manufacturer warranty.
Testing may be performed by NexoGet, a supplier, authorized service provider, manufacturer, or another qualified party where appropriate.
Inspection and testing are intended to determine the appropriate remedy and are not intended to unreasonably delay legitimate claims.
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# 37. Testing Does Not Eliminate Consumer Rights
NexoGet may inspect and test a product, but testing procedures will not be used to unlawfully eliminate mandatory consumer rights.
If applicable law requires a particular remedy, NexoGet will comply with the applicable legal requirement.
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# 38. Manufacturer Warranty
Many Cisco, MikroTik, Ubiquiti, and other networking products may be subject to manufacturer warranty terms.
Warranty coverage may depend on:
* Product model;
* Product serial number;
* Purchase date;
* Authorized distribution channel;
* Region;
* Manufacturer warranty terms;
* Product condition;
* Nature of the failure.
Manufacturer warranty terms may differ between products.
NexoGet does not promise a manufacturer warranty period longer than the warranty actually provided by the manufacturer unless NexoGet expressly provides its own warranty.
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# 39. Warranty Exclusions
Where permitted by the applicable manufacturer warranty and applicable law, warranty coverage may not apply to failures caused by:
* Physical damage;
* Liquid damage;
* Electrical damage;
* Incorrect power;
* Incorrect installation;
* Unauthorized modification;
* Tampering;
* Improper environmental conditions;
* Misuse;
* Abuse;
* Negligence;
* Unsupported configuration;
* Use outside manufacturer specifications.
Any warranty exclusion will be interpreted subject to applicable law.
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# 40. Warranty Does Not Equal Return
A warranty claim and a change-of-mind return are different matters.
A product may be:
* Eligible for manufacturer warranty service but not eligible for a voluntary change-of-mind return; or
* Eligible for a statutory return or refund even where manufacturer warranty procedures are also available.
NexoGet will determine the applicable process based on the circumstances and applicable law.
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# 41. Change-of-Mind Returns
For products that are not defective, damaged, incorrect, or otherwise covered by a mandatory return right, a change-of-mind return may only be accepted where NexoGet’s applicable return terms allow it.
Where permitted, the product may need to remain:
* Unused;
* Uninstalled;
* Unconfigured;
* Unactivated;
* Complete;
* In resalable condition;
* Accompanied by all included components.
Certain products may be excluded from voluntary change-of-mind returns where permitted by applicable law, particularly where activation, licensing, customization, special procurement, or other legally recognized conditions apply.
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# 42. No “Try It and Return It” for Network Deployment
Networking equipment is not generally intended to be purchased for temporary deployment and then returned after use.
Customers should evaluate:
* Technical specifications;
* Compatibility;
* Port count;
* PoE requirements;
* Uplink requirements;
* Licensing;
* Firmware;
* Performance requirements;
* Environmental requirements;
before purchasing.
Where permitted by law, NexoGet may distinguish between reasonable inspection and actual deployment or use when determining eligibility for a voluntary non-defective return.
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# 43. Data and Configuration Responsibility
Customers are responsible for backing up their own:
* Configurations;
* Network settings;
* Logs;
* Certificates;
* Keys;
* Credentials;
* Device configurations;
* Controller settings;
* Other customer data.
Before returning equipment, customers should remove their own credentials and confidential information where technically appropriate.
Customers should follow manufacturer procedures for resetting equipment before return where instructed.
NexoGet is not responsible for customer data that remains on returned equipment to the extent permitted by law.
NexoGet may reset returned equipment as part of testing, refurbishment, warranty processing, or preparation for manufacturer service.
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# 44. Customer Data and Privacy
Customers must not include unnecessary personal information, passwords, authentication credentials, private keys, or confidential business information when returning equipment.
If such information is inadvertently provided, NexoGet will handle it in accordance with applicable privacy and data protection requirements.
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# 45. Fraud Prevention
NexoGet may investigate returns that contain inconsistencies involving:
* Serial numbers;
* MAC addresses;
* Product models;
* Product condition;
* Order information;
* Shipping information;
* Packaging;
* Accessories;
* Customer communications.
Examples of potentially fraudulent return activity include:
* Returning a different device;
* Replacing a product with another serial number;
* Returning an older or previously owned device;
* Removing components;
* Claiming a product was not delivered when delivery records indicate otherwise;
* Claiming shipping damage inconsistent with available evidence;
* Repeated abusive return activity.
Where fraud is reasonably suspected, NexoGet may suspend the return investigation and provide relevant information to payment processors, couriers, insurers, manufacturers, or competent authorities where legally appropriate.
Nothing in this section prevents a customer from exercising a legitimate legal right.
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# 46. Chargebacks and Refund Disputes
Customers are encouraged to contact NexoGet before initiating a payment dispute where the issue can reasonably be resolved through the normal support and return process.
If a chargeback is initiated, NexoGet may provide relevant transaction information to the payment processor or financial institution.
This may include:
* Order confirmation;
* Payment status;
* Product information;
* Serial number;
* Shipping records;
* Tracking information;
* Delivery confirmation;
* Customer communications;
* Return authorization;
* Inspection results;
* Refund records.
NexoGet will not use this process to prevent a customer from exercising a legitimate legal right.
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# 47. Refusal of Unauthorized Returns
Where permitted by applicable law, NexoGet may refuse or delay processing of a return where:
* The product does not correspond to the order;
* The serial number has been altered;
* The returned item is materially different from the supplied item;
* The return contains prohibited or unrelated items;
* The product appears to have been intentionally damaged;
* Required information is missing;
* The return is connected to suspected fraud.
Where a return is refused, NexoGet will provide an explanation where reasonably appropriate.
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# 48. Refund After Inspection
A refund will not necessarily be issued immediately upon receipt of a returned technical product.
For products requiring inspection, NexoGet may first:
1. Verify the order.
2. Verify the product identity.
3. Verify the serial number.
4. Inspect the physical condition.
5. Test the reported issue where appropriate.
6. Review warranty requirements.
7. Determine the applicable remedy.
8. Process the refund, replacement, repair, or other remedy.
The process will be handled within a reasonable period and in accordance with applicable legal requirements.
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# 49. Product Found to Be Working
If a customer returns a product claiming that it is defective and testing reasonably demonstrates that the product is functioning according to its intended specifications, NexoGet may provide the customer with the test result and, where appropriate, troubleshooting guidance.
If the return was based on a voluntary non-defective return and such return is not otherwise required by law, the applicable non-defective return conditions may apply.
A “no fault found” result does not automatically eliminate any mandatory statutory rights.
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# 50. Manufacturer Diagnostic Requirements
For certain products, the manufacturer may require specific diagnostic procedures before approving warranty service.
Customers may be asked to provide:
* Error codes;
* Diagnostic logs;
* Device status;
* Firmware version;
* Configuration information;
* Photographs;
* Video;
* Manufacturer test results.
NexoGet may request only information reasonably necessary to investigate the reported issue.
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# 51. Replacement Products
Where a replacement is approved, the replacement may be:
* The same model;
* The same part number;
* An equivalent product;
* Another product agreed with the customer;
* A manufacturer-provided replacement,
depending on availability and applicable law.
A replacement does not automatically create a new commercial order unless expressly agreed.
Where applicable law determines the effect of replacement on warranty or statutory periods, the applicable law will govern.
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# 52. Product Unavailability
If an eligible replacement is unavailable, NexoGet may provide another legally appropriate remedy, which may include:
* Repair;
* Alternative replacement;
* Refund;
* Exchange;
* Another remedy required by applicable law.
NexoGet will communicate available options where reasonably possible.
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# 53. Partial Refunds
A partial refund may be considered where legally appropriate, including certain situations involving:
* Minor non-material defects;
* Missing non-essential accessories;
* An agreed price adjustment;
* Other circumstances where a partial remedy is appropriate.
A partial refund will not be used to remove a mandatory right where the law requires another remedy.
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# 54. Refund Timing
Once a refund has been approved and processed by NexoGet, the time for the funds to appear in the customer’s account may vary.
Typical factors include:
* Payment processor;
* Card issuer;
* Bank;
* Payment method;
* Cross-border processing;
* Weekends and public holidays.
NexoGet cannot control processing times imposed by third-party financial institutions.
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# 55. Refunds to Third Parties
Refunds will normally be made to the original payment method and, where appropriate, the original payer.
NexoGet may not redirect a refund to an unrelated third party unless there is a legitimate and legally appropriate reason to do so.
This procedure helps prevent payment fraud.
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# 56. Orders Paid by Company or Organization
Where an order is paid for by a company, organization, or other legal entity, refund processing may require verification of the purchasing entity and original payment method.
The customer may be asked to provide appropriate order or accounting information.
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# 57. Products Purchased Through Promotions
Promotional purchases may be subject to special terms disclosed at the time of purchase.
If a promotional order is returned, the treatment of:
* Discounts;
* Free products;
* Bundled accessories;
* Promotional credits;
* Coupons;
will depend on the applicable promotion terms and applicable law.
NexoGet will not use promotional terms to remove mandatory consumer rights.
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# 58. Gift Orders
Refunds for gift orders may be processed to the original purchaser or original payment method where reasonably possible.
The recipient may be able to return an eligible product, but the refund mechanism may differ depending on the payment method and applicable law.
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# 59. Exchanges
An exchange may be available where:
* The product is defective;
* The incorrect product was supplied;
* The product is damaged;
* Another exchange right applies under applicable law; or
* NexoGet voluntarily approves an exchange.
Exchange availability depends on inventory and the applicable circumstances.
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# 60. Refurbished, Open-Box, or Used Products
If NexoGet sells a product as:
* Refurbished;
* Open-box;
* Used;
* Renewed;
* Clearance;
the product condition will be stated on the relevant product listing.
The applicable warranty and return conditions will be disclosed before purchase.
Nothing in the product condition description removes mandatory legal rights relating to defective or misdescribed goods.
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# 61. Clearance Products
Clearance or discounted products may have specific commercial terms.
However, a clearance designation does not automatically remove statutory consumer rights concerning defective, damaged, incomplete, or materially misdescribed goods.
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# 62. Customer Responsibility for Verification Before Purchase
For professional networking equipment, customers should verify before ordering:
* Exact model;
* SKU;
* Part number;
* Port count;
* Port speed;
* PoE capability;
* PoE budget;
* Uplink configuration;
* Power requirements;
* Form factor;
* Rack compatibility;
* Fiber/transceiver compatibility;
* Licensing requirements;
* Firmware requirements;
* Intended environment;
* Manufacturer support requirements.
Customers may contact NexoGet before purchase if they need clarification.
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# 63. Technical Advice
Any general technical information provided by NexoGet is intended to assist customers in evaluating products.
Unless a separate written consulting or network design agreement exists, general product information does not constitute a guarantee that a product is suitable for a customer’s entire network architecture.
Customers remain responsible for final technical validation where the deployment is critical or complex.
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# 64. Products Used in Critical Infrastructure
Customers deploying networking equipment in environments where failure may create significant business, safety, operational, financial, or security consequences should perform appropriate testing and redundancy planning before production deployment.
Examples may include:
* Data centers;
* Security infrastructure;
* Healthcare infrastructure;
* Industrial environments;
* Financial systems;
* Critical communications;
* Large enterprise networks.
NexoGet does not guarantee uninterrupted operation of any third-party networking equipment.
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# 65. No Unlawful Exclusion of Consumer Rights
Nothing in this Policy shall be interpreted as:
* Removing a mandatory statutory right;
* Preventing a legally available refund;
* Preventing a legally available replacement;
* Excluding mandatory warranty obligations;
* Preventing a customer from contacting a competent consumer protection authority;
* Restricting a legal remedy that cannot lawfully be restricted.
Where there is a conflict between this Policy and a mandatory legal requirement, the mandatory legal requirement shall prevail.
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# 66. Disputes Regarding Returns
If a customer disagrees with a return or refund decision, the customer should first contact NexoGet with:
* Order number;
* Return/RMA number;
* Relevant photographs;
* Relevant correspondence;
* Description of the issue;
* Any additional evidence relevant to the claim.
NexoGet will review the matter in good faith.
Nothing in this section prevents a customer from exercising rights available under applicable law.
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# 67. Evidence and Documentation
For technical products, NexoGet may retain reasonable records relating to a return, including:
* Order records;
* Product serial number;
* SKU;
* Shipping records;
* Product photographs;
* Packaging photographs;
* Customer communications;
* Testing results;
* Warranty records;
* Refund records.
These records may be used to process the return, prevent fraud, investigate disputes, and comply with legal obligations.
Personal information will be handled according to applicable privacy requirements.
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# 68. Contact Information
For all return and refund requests, please contact NexoGet through the official contact information published on the Website.
When contacting us, please include:
**Order Number:**
**Product Model:**
**Serial Number (if applicable):**
**Date Received:**
**Description of Issue:**
**Photographs/Video (if requested):**
This information helps us process your request more efficiently.
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# 69. Important Notice for Networking Equipment
Before opening, installing, activating, configuring, or deploying a networking product, customers should verify that the product is the correct model and specification for their intended use.
This is particularly important for:
* Cisco Catalyst switches;
* Cisco routers;
* Cisco enterprise equipment;
* MikroTik RouterBOARD products;
* MikroTik switches;
* Ubiquiti UniFi products;
* Ubiquiti wireless equipment;
* PoE switches;
* SFP/SFP+ modules;
* Fiber transceivers;
* Enterprise network appliances.
Once a product has been deployed in a production environment, return and warranty processing may require additional technical investigation.
This does not affect mandatory statutory rights.
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# 70. Final Statement
NexoGet is committed to handling legitimate returns, warranty claims, and refund requests fairly and transparently.
Our goal is to protect customers from receiving defective, damaged, incomplete, or incorrectly supplied products while also protecting the integrity of our inventory, payment systems, manufacturer warranty processes, and fulfillment operations.
All returns and refunds are subject to this Policy, the applicable product terms, the applicable manufacturer warranty, and mandatory UAE laws and regulations.
Where applicable law provides a greater consumer protection than this Policy, the applicable law will prevail.
**Last Updated: September 6, 2026**