Refund & Returns Policy

Effective Date: 1 January 2025

At DefensivX we pride ourselves on precision‑engineered protection and want you to be completely satisfied with your purchase. This page explains how returns, refunds, and exchanges work when you buy directly from www.defensiv‑x.com. If you purchased DefensivX products through Amazon® or any other marketplace, please follow that platform’s return procedure.

1. Eligibility Window

  • Change‑of‑mind returns: 7 calendar days from the date you receive the product (based on carrier tracking).
  • Damaged / defective / incorrect items: Notify us within 48 hours of delivery.

Tip: Keep all packaging materials until you are sure you will keep the item.

2. Return Conditions

To qualify for a refund or exchange, items must:

  1. Be unused and in brand‑new condition.
  2. Include all original packaging, inserts, accessories, and protective films.
  3. Have the RMA (Return Merchandise Authorization) number clearly written on the outside of the parcel.

We cannot accept returns that are worn, scratched, altered, or missing components.

Non‑returnable items

  • Screen protectors that have been applied or whose adhesive layer / alignment frame has been removed.
  • Items marked Final Sale or Clearance.
  • Gift cards or promotional vouchers.
  • Any product returned more than 14 days after delivery, unless covered by our limited warranty.

3. How to Start a Return

  1. Contact us at support@defensiv‑x.com with your order number, item(s), and reason for return. Please attach photos if the product arrived damaged or incorrect.
  2. Our team will reply within 1–2 business days with an RMA number and the return address plus packing instructions.
  3. Ship the item back using a trackable service.
    • For change‑of‑mind returns, you are responsible for return shipping costs.
    • For approved defective/incorrect items, we will issue a prepaid label or reimburse reasonable shipping fees.
  4. Inspection & notification: Once received, we will inspect within 3 business days and email you the approval or rejection of your refund/exchange.

4. Refunds

  • Approved refunds are processed to the original payment method (credit/debit card, Apple Pay, etc.).
  • Please allow 7–10 business days after approval for the credit to appear, subject to your bank’s processing times.
  • Original outbound shipping fees, import duties, taxes, and COD surcharges (if any) are non‑refundable unless the return is due to our error.

5. Exchanges

We replace items that are defective, damaged in transit, or incorrectly shipped at no additional cost, subject to stock availability. If the exact model is unavailable, we will offer a product of equal value or issue a refund.

6. International Orders

We currently ship primarily within the UAE. If you order from outside the UAE:

  • You are responsible for any return shipping, customs duties, or local taxes.
  • Refunds will be issued in AED; currency fluctuations are outside our control.

7. Refused or Undeliverable Packages

Orders returned to us because they were refused, unclaimed, or undeliverable due to an incorrect address will be refunded minus original shipping costs after they reach our warehouse.

8. Consumer Rights

Nothing in this policy limits your statutory rights under applicable UAE consumer protection laws.

9. Contact Us

Questions? We’re here to help.

Email: support@defensiv‑x.com