Terms Covering Installation and After-Sales Service

This Installation & Service Policy explains how VOV by Sumea International manages installation support, product servicing and after-sales assistance for products purchased through its authorised sales channels. The purpose of this Policy is to provide customers with clear guidance regarding installation requirements, service procedures and maintenance responsibilities.

This Policy applies to products purchased through:

• https://vov.ae/
• https://vovinternational.com/en

Installation and service activities are provided in accordance with the applicable laws of the United Arab Emirates, including the UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL), Federal Decree-Law No. 14 of 2023 Concerning Modern Technology-Based Trade, Federal Decree-Law No. 15 of 2020 on Consumer Protection (as amended), applicable Electronic Transactions legislation, and other applicable laws and regulations of the United Arab Emirates applicable in United Arab Emirates (UAE), together with VOV operational procedures.

Installation services may be available for selected products depending on:

• Product category.
• Installation requirements.
• Service location.
• Availability of authorised service personnel.
• Local operational coverage.

Not every product requires professional installation. Customers should refer to the product documentation supplied with the product.

Installation and after-sales services may vary depending upon:

• Customer location.
• Product type.
• Service coverage area.
• Availability of authorised technicians.
• Operational capacity.

VOV reserves the right to determine whether installation or servicing can be provided at a particular location.

Where installation services are available, customers may request an installation appointment after delivery of the product.

Customers may be required to provide:

• Order number.
• Proof of purchase.
• Product model.
• Installation address.
• Contact information.
• Preferred appointment details.

Appointment requests remain subject to service availability.

Before the installation visit, customers should ensure:

• The product has been delivered.
• The installation location is accessible.
• Adequate electrical, plumbing or ventilation requirements are available where applicable.
• The installation area is safe and prepared.
• An authorised representative is available during the scheduled appointment.

Failure to satisfy site requirements may require the appointment to be rescheduled.

Before installation begins, the authorised technician may inspect:

• Product condition.
• Installation location.
• Safety requirements.
• Utility connections.
• Accessibility.
• Product compatibility.

If the installation site does not meet reasonable operational or safety requirements, installation may be postponed until the identified issues are resolved.

Installation services generally include only standard installation procedures.

Additional work outside the standard installation scope may require separate approval where applicable.

Examples may include:

• Structural modifications.
• Electrical upgrades.
• Plumbing alterations.
• Civil works.
• Additional accessories not supplied with the product.
• Work outside the standard installation area.

Where applicable, the technician may provide a basic operational demonstration after installation, including:

• Product start-up.
• Basic operating functions.
• Safety guidance.
• Routine care recommendations.

Customers are encouraged to read the user manual for complete operating instructions.

Customers requiring technical support or servicing may contact VOV Customer Support.

Service requests may include:

• Product inspection.
• Technical diagnosis.
• Warranty assessment.
• Repair requests.
• Operational assistance.
• Maintenance enquiries.

Supporting information may be requested before service is scheduled.

Regular maintenance helps maintain product performance and operational reliability.

Customers should:

• Follow the user manual.
• Clean products as recommended.
• Use approved accessories where applicable.
• Arrange servicing when required.
• Avoid unauthorised modifications.

Failure to follow maintenance recommendations may affect warranty eligibility where permitted by applicable law.

Where servicing is required, VOV or its authorised service provider may:

• Inspect the product.
• Diagnose reported issues.
• Repair eligible faults.
• Replace approved components.
• Recommend further servicing where appropriate.

Repair procedures are subject to product inspection and service availability.

Where a reported issue is covered under the applicable Warranty Policy, warranty service may include:

• Technical inspection.
• Repair.
• Replacement of eligible components.
• Product replacement where appropriate.

Warranty eligibility remains subject to the VOV Warranty Policy.

Customers are responsible for:

• Providing accurate service information.
• Allowing reasonable access for installation or servicing.
• Following operating instructions.
• Maintaining the product appropriately.
• Reporting faults promptly.
• Cooperating during technical inspections.

Installation or servicing may be delayed due to:

• Technician availability.
• Product availability.
• Weather conditions.
• Transportation delays.
• Public holidays.
• Force majeure events.
• Circumstances beyond reasonable operational control.

VOV will make reasonable efforts to provide updated scheduling information where practicable.

VOV reserves the right to decline or postpone installation or servicing where:

• Safety risks are identified.
• The product has been modified without authorisation.
• Access to the installation site is unavailable.
• The installation environment does not meet reasonable operational requirements.
• Service cannot be performed in compliance with applicable laws or safety standards.

Nothing contained in this Policy limits any statutory rights available under the applicable laws of the United Arab Emirates, including the UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL), Federal Decree-Law No. 14 of 2023 Concerning Modern Technology-Based Trade, Federal Decree-Law No. 15 of 2020 on Consumer Protection (as amended), applicable Electronic Transactions legislation, and other applicable laws and regulations of the United Arab Emirates applicable in United Arab Emirates (UAE).

This Installation & Service Policy should be read together with:

• Terms and Conditions: https://vov.ae/en/terms-and-conditions
• Warranty Policy: https://vov.ae/en/warranty-policy
• Returns & Refund Policy: https://vov.ae/en/returns-refund-policy
• Shipping & Delivery Policy: https://vov.ae/en/shipping-delivery-policy
• Product Availability Disclaimer: https://vov.ae/en/product-availability-disclaimer
• Privacy Policy: https://vov.ae/en/privacy-policy
• Data Protection & User Rights: https://vov.ae/en/data-protection-user-rights

VOV may revise this Installation & Service Policy from time to time to reflect changes in service procedures, operational practices, product requirements or applicable legal obligations.

The latest version will always be published on the official VOV website.

For installation requests, technical support or service enquiries, please contact:

VOV by Sumea International

Plot No. S51108,Jebel Ali Freezone,Dubai, UAE

Website

https://vov.ae/

https://vovinternational.com/en

Telephone

+971 50 870 3674

Email

info@vovinternational.com