Refund policy
RETURN AND REFUND POLICY
Last updated: 10 July 2026
We offer a 14-day return period for eligible products. You must request a return within 14 calendar days after the product has been delivered to you.
ELIGIBILITY FOR VOLUNTARY RETURNS
To qualify for a voluntary return:
- The product must be unopened, unused and in the same condition in which it was received.
- All original seals, labels, accessories, manuals and packaging must remain intact.
- You must provide your order number and proof of purchase.
- The return request must be submitted within 14 calendar days after delivery.
Products returned without prior approval will not be accepted.
HOW TO REQUEST A RETURN
To request a return, email contact@araxwater.com and include:
- Your name and order number;
- The product you wish to return;
- The reason for the return;
- Photographs or video if the product is damaged, defective or incorrect.
If your return is approved, we will provide instructions for returning the product to:
ARAX PURIFICATION SYSTEMS TRADING L.L.C
Office 2102, B-14
Business Bay, Dubai
United Arab Emirates
Please do not send products to this address without first receiving return authorization from us.
RETURN SHIPPING
For voluntary returns of non-defective products, the customer is responsible for return shipping costs and for ensuring that the product reaches us safely.
If a product is defective, damaged, incomplete, incorrectly supplied or not as described, we will cover the reasonable return or replacement shipping costs where required by applicable law.
DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Please inspect your order promptly after delivery. If a product is defective, damaged, incomplete or different from what you ordered, contact us at contact@araxwater.com as soon as reasonably possible.
We may request photographs, video, serial numbers or other information necessary to assess the issue.
Where required by applicable UAE law, we will repair or replace the product, provide a refund or offer another legally available remedy without additional cost to the customer.
Opening a product or using it only to the extent reasonably necessary to identify or verify a defect does not affect any mandatory rights available under applicable law.
NON-RETURNABLE PRODUCTS
The following products cannot be returned under our voluntary 14-day return policy:
- Products that have been opened, installed, used or altered;
- Products with broken seals or missing packaging, accessories or components;
- Opened filters, cartridges, membranes and other hygiene-sensitive or consumable products;
- Custom-made, specially ordered or personalised products;
- Gift cards;
- Products clearly identified as final sale.
These exclusions do not apply where a product is defective, damaged, incomplete, incorrectly supplied or otherwise subject to a mandatory remedy under applicable UAE law.
EXCHANGES
The fastest way to obtain a different product is to request a return of the original product and, once the return is approved, place a separate order for the replacement product.
REFUNDS
We will inspect the returned product and notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method, normally within 10 business days after approval. Your bank or payment provider may require additional time to process the refund.
For voluntary returns, original delivery charges are not refundable unless otherwise required by law. If more than 15 business days have passed since we approved your refund, please contact contact@araxwater.com.
UAE CONSUMER RIGHTS
This voluntary return policy is additional to, and does not limit, any mandatory rights or remedies available under applicable UAE law, including Federal Law No. 15 of 2020 on Consumer Protection, as amended, its Executive Regulation, and Federal Decree-Law No. 14 of 2023 Concerning Modern Technology-Based Trade.
Consumers may have statutory rights where products are defective, damaged, incomplete, contrary to their description or agreed terms, non-compliant with applicable legislation, or delivered so late that they can no longer reasonably be used for their intended purpose.
CONTACT
Email: contact@araxwater.com
Address:
ARAX PURIFICATION SYSTEMS TRADING L.L.C
Office 2102, B-14
Business Bay, Dubai
United Arab Emirates