How Returns, Replacements and Refunds Work at VOV

This Returns & Refund Policy explains the conditions under which VOV by Sumea International accepts product return requests, replacement requests and after-sales service enquiries.

This Policy applies to products purchased through:

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

VOV is committed to delivering genuine, high-quality products. Due to the nature of the products supplied, products purchased through VOV are generally not eligible for monetary refunds. Where applicable, eligible claims may be resolved through inspection, repair or replacement in accordance with this Policy and 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).

Products sold by VOV are supplied after quality inspection and packaging verification.

Customers are encouraged to inspect the shipment immediately upon delivery and report any visible issue without unnecessary delay.

Every request is reviewed individually to determine the appropriate resolution based on the circumstances of the claim.

A return request may be reviewed where:

• The product is received physically damaged during delivery.
• The wrong product has been delivered.
• The product supplied is materially different from the confirmed order.
• Essential components are missing from a sealed package.
• The product contains a verified manufacturing defect covered by the Warranty Policy.
• The shipment has been incorrectly fulfilled by VOV.

Each request is subject to verification before any action is taken.

If a product arrives damaged due to transportation, customers should:

• Inspect the package upon delivery.
• Retain the original packaging.
• Take clear photographs of the package and product.
• Report the issue to VOV as soon as reasonably possible.

Where the claim is verified, VOV may arrange:

• Product inspection.
• Collection of the damaged product.
• Replacement of the affected product.
• Warranty service where applicable.

If the customer receives a product different from the confirmed order, VOV will review the request after verifying the order details.

Where the claim is confirmed, VOV may arrange:

• Collection of the incorrect product.
• Delivery of the correct product.
• Replacement of the product where appropriate.

The incorrect product should not be installed, modified or used before contacting VOV.

If a product develops a manufacturing defect covered by the applicable Warranty Policy, the customer may request warranty service.

Following inspection, VOV may determine whether the product qualifies for:

• Repair.
• Replacement.
• Warranty service.

Warranty claims are governed separately under the VOV Warranty Policy.

If a sealed product package is received with missing standard components, the customer should notify VOV together with:

• Proof of purchase.
• Product photographs.
• Package photographs.
• Description of the missing items.

Following verification, VOV may provide the missing component or another appropriate solution.

Return requests may not be accepted where:

• The product has been installed, altered or modified.
• Damage resulted from misuse or improper installation.
• Damage resulted from negligence or accidental handling.
• The product has been repaired by an unauthorised person.
• Required proof of purchase cannot reasonably be provided.
• The reported issue is due to normal wear and tear.
• The product has been used contrary to the operating instructions.
• The warranty period has expired where warranty service is requested.

Eligibility is determined after reviewing the individual circumstances of each request.

Products submitted for review may undergo technical inspection before a decision is made.

The inspection process may include:

• Product verification.
• Condition assessment.
• Functional testing.
• Serial number verification where applicable.
• Warranty eligibility review.
• Assessment of the reported issue.

The outcome of the inspection will determine the appropriate resolution.

Where VOV determines that replacement is appropriate, the replacement product may be supplied:

• With the same model.
• With an equivalent model where the original is unavailable.
• Subject to product availability.
• Following return of the affected product where required.

Replacement timelines may vary depending on product availability and logistics.

Customers are expected to:

• Inspect products promptly after delivery.
• Use products according to the supplied instructions.
• Preserve original packaging where reasonably possible.
• Provide accurate information when reporting an issue.
• Cooperate during the inspection process.
• Return products where requested by VOV.

Failure to comply with these requirements may affect the assessment of a claim where permitted under applicable law.

If a shipment appears damaged before acceptance, customers are encouraged to record the condition of the package and notify VOV immediately.

Shipping-related claims may require supporting documentation before further action can be taken.

Depending upon the circumstances, VOV may determine one of the following resolutions:

• Product inspection.
• Warranty assessment.
• Repair of the product.
• Replacement of defective components.
• Replacement of the complete product.
• Supply of missing components.
• Technical support where no defect is identified.

Each claim is reviewed individually based on the available evidence.

Nothing in this Policy limits any mandatory consumer 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 Policy should be read together with the VOV Warranty Policy and Terms and Conditions.

• Warranty Policy: https://vov.ae/en/warranty-policy
• Terms and Conditions: https://vov.ae/en/terms-and-conditions
• Shipping & Delivery Policy: https://vov.ae/en/shipping-delivery-policy
• Privacy Policy: https://vov.ae/en/privacy-policy
• Data Protection & User Rights: https://vov.ae/en/data-protection-user-rights

VOV may update this Returns & Refund Policy from time to time to reflect changes in operational procedures, product offerings or applicable legal requirements.

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

For return requests, warranty enquiries or product support, 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