Effective date: 26 July 2026 · Last updated: 26 July 2026 · Contact: sales@minarsystems.com
In short: Faulty, damaged or incorrect goods are always put right — report them within 7 days of delivery. Unopened items bought by mistake may be returned within 7 days at your cost. Your statutory rights under UAE consumer law are not affected by this policy.
1. Your statutory rights
Nothing in this policy limits your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations. Where goods are defective, not as described, or not fit for their stated purpose, you remain entitled to a remedy regardless of the timeframes for change-of-mind returns set out below.
2. Faulty, damaged or incorrect items
If an item arrives damaged, faulty, incomplete or is not what you ordered, contact sales@minarsystems.com within 7 calendar days of delivery (within 48 hours for visible transit damage), with your order number, the model, and photographs or a short video of the issue.
Once confirmed, we will repair, replace or refund the item at no cost to you, and we cover shipping in both directions. Faults that appear later are handled under the manufacturer warranty — see Warranty & Maintenance.
3. Change-of-mind returns
If you simply change your mind, you may request a return within 7 calendar days of delivery, provided the item is:
- unused and in its original sealed packaging, with all accessories, manuals and free items included;
- in fully resalable condition, with the manufacturer’s seals unbroken; and
- accompanied by the original invoice or order number.
Change-of-mind returns are at the customer’s cost: you arrange and pay return shipping, and the goods remain your responsibility until they reach us. We recommend a tracked, insured service.
4. Items that cannot be returned
- Products specially ordered, imported or configured to your specification.
- Software licences, NDI activation keys and other digital codes once issued.
- Items with broken manufacturer seals, or that have been installed, mounted, modified or used.
- Items damaged after delivery through misuse, incorrect power supply, liquid ingress or unauthorised repair.
- Consumables and clearance or ex-demo units sold as such.
This exclusion does not apply where the item is defective or not as described.
5. How to start a return
- Email sales@minarsystems.com with your order number, the item, and the reason for return.
- We will confirm whether the return is accepted and issue a return reference and the return address. Please do not ship anything back before receiving this — unauthorised returns may be refused.
- Pack the item securely, ideally in its original carton, and include the return reference.
- We inspect the item on arrival and confirm the outcome in writing.
6. Refunds
Approved refunds are issued to the original payment method within 14 working days of the returned item being received and inspected. The time for the funds to appear depends on your bank or card issuer. Shipping charges already paid are refunded only where the return is due to our error or a confirmed fault.
7. Exchanges
Exchanges are treated as a return followed by a new order, and are subject to the conditions above and to stock availability. Any price difference is settled before the replacement is dispatched.
8. Contact
Minar Media Systems, Building 8, Al Maktoum Hospital Street, Deira, Dubai, United Arab Emirates · sales@minarsystems.com