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Cancelling an Order

For cancellation of any orders, please notify us either by phone +971-4-2661144 or Fax +971-4-2661155 or email cancelorder@vackerglobal.com. The terms of cancellation are as below:

  1. The cancellation request must contain the following details:
    • Our order number, date of order, Item code of the item being cancelled, quantity of the item being cancelled.
    • The date and time of receipt of all these details will be considered for deciding the timeline as mentioned below.
  2. If the order is cancelled within 24 hours, there will not be any cancellation charges.
  3. Even after 24 hours, if the order confirmation is pending form our side at the time of cancellation, there will not be any cancellation charges. Non receipt of a confirmation email for reasons beyond our control are not considered as pending order confirmation.
  4. Items marked as Standard item: If the order is cancelled after 24 hours and before shipment, cancellation charge of 20% of order will be deducted on account of packaging, administration charges, processing fee etc. If an order is cancelled after shipment, please see our return policy.
  5. Items marked as Non-Standard item: If the order is cancelled after 24 hours and before 48 hours, cancellation charge of 20% of order will be deducted on account of administration charges, processing fee etc. These items are imported or custom made as per the specific order from the customer. Hence it may not be possible for us to reuse this item. Hence 100% cancellation charges will be applicable after 48 hours.
  6. In any of the above cases, if shipment has been already collected by the courier agent, it may not be possible to cancel the order and please see our return policy.
  7. If part of the order is cancelled, the percentage of refund will be calculated excluding shipping charges.

Upon receiving the cancellation request and after verification, a refund will be processed as per above terms. The refund will be made through the same mode as per your original mode of payment and may take upto one week for refund. There will not be any refund done in cash and will be done either through bank transfer, credit card refund or bank check in line with your original mode of payment.

You can also have the option to receive a refund voucher with which you can purchase any other product from our store within 1 year. In case of disagreement on mode of refund payment, the refund voucher will be used.

Returns / Exchange Policy

While we entertain all genuine requests for return or exchange, we reserve the right to refuse a return, refund or exchange request.

The customer may return the product for cancellation or replacement within 24 hours of receipt of the item for following reasons:

  1. Wrong product was delivered by us which defers from the details given in our website.
  2. The product is received by customer in defective condition.
  3. The customer wants to exchange the product for another model.(Pre-approval is required from our side before you return the item)

The claim for return due to above reasons has to be made by the customer within 24 hours from receipt of the product.

If you decide to return your purchase, we will process a refund after receipt and verification of the returned item after deducting 10% of the invoice value on account of packaging, administration charges, processing fee etc.

If the product is received in defective condition, we will arrange either repair or replacement at our discretion and will not be eligible for a refund.

If you decide to exchange the product, the same should be preapproved by us before you return the item.

How to Return or Exchange an Item

  1. To return an item please send an email to returns@vackerglobal.com to obtain an MRV (Materials Return Voucher) number. The email should clearly mention the order number and reason for return or exchange.
  2. The item being returned must be in new condition as in sold condition. The item should be in the original box, and must include all packing material, blank warranty cards, manuals, and all accessories.
  3. The item must be complete in all respects, unused condition (eg if you have opened the box to examine the product it must have been done so without damaging the box and factory packaging/seals or damaging the product in any way) and must be carefully re-packaged as received.
  4. You must include the invoice and describe the reason for the return. If defective, please specify the defect, in a separate sheet of paper and attach it along with the invoice. Please do not write or mark anywhere on the product's factory packing (carton) or product itself. The MRV number must be clearly written on the invoice copy.
  5. Goods must be returned to us within 5 days from receiving the MRV number. We will not accept returns of such items after 5 days.
  6. Any free gifts issued with the products must also be returned in good condition. (eg if you have opened the box to examine the product it must have been done so without damaging the box and factory packaging/seals or damaging the product in any way) and must be carefully re-packaged as received.
  7. Delivery charges for returning an item(s) are to be paid and are the responsibility of the customer.
  8. Defective items may be repaired or exchanged at our discretion for the same model or manufacturer's equivalent model.
  9. You may send pre-authorised returns to: Vacker LLC, 306, RKM Building, Deira, Dubai, United Arab Emirates