Refund policy

This policy is issued by 3ASH Global L.L.C-FZ, owner of the 3ASH DEVICE store. Last updated: 23 October 2026.

Returns within 10 days

You can return a certified pre-owned device within 10 days of the day you receive it. You may open and try it during these days, as long as it comes back in the condition you received it. A new device cannot be returned because you changed your mind; its terms are in the New devices section of our warranty page.

Cost

  • We collect the device from your address in the UAE.
  • If you return it because you changed your mind, we deduct a fixed collection fee of AED 100 from your refund. We deduct nothing else.
  • If you refuse a prepaid order without a valid reason, or it is cancelled after two failed delivery attempts caused by you (no answer, or a wrong address), we deduct AED 100 from your refund for delivery and return.
  • If you return the device for a fault and we find no fault when we inspect it, we treat it as a change-of-mind return and deduct the AED 100 collection fee.
  • If the mistake is ours, we cover all costs and refund you in full, for example: a device you did not order, a functional fault that was not described, visible damage you reported within 4 hours of delivery, a parcel that arrived damaged or opened, or a delivery that failed because of us.

What we accept

  • The device is in the condition you received it, with everything that came with it.
  • You have signed out of your Apple Account so that Find My and Activation Lock are off, and you have erased the device. We cannot accept a device that is still linked to an account.
  • The device has no new damage since delivery, no parts have been changed, and the warranty sticker is intact.
  • The IMEI and serial number are intact and have not been tampered with.
  • If the device reaches us with new damage, or with something missing that came with it, we give you a choice: we send it back to you and you pay the shipping cost, or we accept it and deduct the actual cost of the repair or of the missing item.

How to return a device

  1. Message us on WhatsApp at +971 58 523 6688 or through the contact page with your order number.
  2. We agree a collection time with you.
  3. We inspect the device within 2 business days of receiving it, and send you the result in writing, with photos.

Refunds

  • We refund your original payment method within 4 business days of finishing the inspection, and confirm by email.
  • We refund the amount you actually paid. The value of a discount code is not refundable as cash. If your order came with a gift or a free extra, it must come back with the device, or its price is deducted.
  • Your bank may take a few more days to show the money. If it has not appeared 10 business days after our confirmation, check with your bank first, then message us and we will send you the transfer reference.
  • If you paid in instalments (Tabby or Tamara), we cancel the transaction with the provider, and the refund goes through the provider under its terms.
  • If you paid cash on delivery, we transfer the amount to a UAE bank account in the name of the person who placed the order.

Wrong or faulty devices, and exchanges

  • You received a device you did not order: message us within 10 days of delivery. We send you the device you ordered or refund you in full, and we cover delivery both ways.
  • A functional fault that was not described: message us within 10 days of delivery. We replace the device or refund you in full, and we cover delivery both ways. After the 10 days, the warranty covers functional faults.
  • Visible damage not mentioned in the condition description, such as a crack or scratches: tell us within 4 hours of the delivery time recorded by the courier, with photos, and we replace the device or refund you in full. After 4 hours, a complaint about the device's appearance is treated as a change-of-mind return.
  • Exchanges are for faulty devices only, for a device of the same model and storage, in the same condition or better. We do not exchange a working device for a different one: if you want a different device, return yours under the return terms above, then order the one you want.

Warranty extensions and accessories

  • When you return a device, the warranty extension bought with it is refunded with it. The extension cannot be cancelled on its own once bought.
  • Accessories cannot be returned because you changed your mind, and no warranty extension is offered for them. If an accessory arrives faulty or is not the one you ordered, we replace it.

Cancelling an order

  • Before your order ships: cancellation is free, and we refund you in full.
  • After it ships: the return rules above apply.
  • We may cancel any order before it is delivered, with a full refund, in these cases:
    • An obvious pricing error.
    • The device is no longer available.
    • Suspected fraud.
    • We could not verify the order.