Shipping, Returns and Refunds Policy

Last updated: 16 July 2026

At Stadler Form UAE, we want you to be completely satisfied with your purchase. This policy explains our delivery, cancellation, return, exchange and refund procedures for orders placed through stadlerform.ae.

1. UAE Shipping

We currently deliver to valid residential and commercial addresses across the United Arab Emirates.

Order Processing

Orders received from Sunday to Thursday are normally prepared and dispatched on the next business day.

Orders received on Fridays, Saturdays or UAE public holidays will be processed on the next available working day.

Estimated Delivery Time

Most UAE orders are delivered within approximately 1 to 3 business days after dispatch.

Deliveries to remote areas may require additional time. Delivery times are estimates and may be affected by public holidays, weather conditions, courier delays, incorrect address information or other circumstances outside our reasonable control.

Shipping Charges

Standard UAE delivery is free for orders with a total value of AED 150 or more, after discounts have been applied.

For orders below AED 150, the applicable delivery charge will be displayed during checkout before payment is completed.

Delivery Information

Customers are responsible for providing a complete and accurate:

• Full name
• UAE mobile number
• Emirate and area
• Building or villa name and number
• Street address
• Any delivery instructions required by the courier

Stadler Form UAE will not be responsible for delivery delays caused by incomplete or incorrect information provided during checkout.

Failed Delivery Attempts

The customer or an authorised person should be available to receive the order.

When delivery cannot be completed because the customer is unavailable, cannot be contacted, refuses the shipment or has provided an incorrect address, an additional delivery charge may apply before another delivery attempt is arranged.

2. Order Cancellations

You may request to cancel your order before it has been dispatched by contacting us as soon as possible.

Once the order has been dispatched, it cannot be cancelled. You may instead request a return after receiving it, subject to the conditions in this policy.

3. Fifteen-Day Return Policy

You may request a change-of-mind return within 15 calendar days from the date you receive your order.

To qualify for a change-of-mind return, the product must be:

• Completely unused and uninstalled
• Unassembled, where applicable
• In its original condition
• Returned in its complete original packaging
• Accompanied by all accessories, manuals, cables, filters and promotional items
• Returned with the original invoice or valid proof of purchase
• Free from scratches, stains, odours, damage or signs of use
• Returned with all serial numbers, labels and security seals intact

Opening the external delivery carton only to inspect the product does not automatically prevent a return. However, the product itself must remain unused and all internal packaging and seals must be preserved.

Stadler Form UAE reserves the right to refuse a change-of-mind return when the product does not meet these conditions.

4. Products That Cannot Be Returned for Change of Mind

Change-of-mind returns will not be accepted for:

• Products that have been used, operated, installed or assembled
• Products returned without their complete original packaging
• Products that are damaged after delivery
• Products with missing accessories, manuals, filters or components
• Replacement filters, fragrance products or other consumable items after their packaging has been opened
• Products altered or repaired by an unauthorised person
• Clearance or final-sale products when clearly identified as such before purchase
• Products purchased from another retailer or marketplace

These exclusions do not affect the customer’s rights when a product is faulty, damaged, incorrectly supplied or not as described.

5. Return Delivery Charges

Change-of-Mind Returns

For an approved change-of-mind return:

• The customer is responsible for the return delivery or collection cost.
• Any original delivery fee paid with the order is non-refundable.
• The product remains the customer’s responsibility until it is received and inspected by Stadler Form UAE.

Customers may also arrange to return an approved product directly to our location by appointment, which can avoid the return collection charge.

Faulty, Damaged or Incorrect Products

When we confirm that a product was delivered faulty, damaged, incomplete or different from the product ordered, Stadler Form UAE will arrange and pay for the return collection.

No return delivery charge will be imposed on the customer for a confirmed product fault or fulfilment error.

6. Damaged or Incorrect Orders

Please inspect your order as soon as it is delivered.

When a product arrives visibly damaged, incomplete or incorrect, please contact us as soon as possible, preferably within 48 hours of delivery, and provide:

• Your order number
• A description of the issue
• Clear photographs or videos of the product
• Photographs of the external and internal packaging
• A photograph of the product serial number, where applicable

The 48-hour notification request helps us investigate courier damage quickly and does not limit any rights available to you under applicable UAE law.

Please retain the product and all original packaging until our team provides further instructions.

7. Faulty Products and Warranty Claims

The 15-day return period is separate from the product warranty.

When a manufacturing fault appears after the 15-day return period, the product will be assessed and handled under the warranty terms applicable to that product.

Depending on the nature of the fault, product condition, warranty terms and applicable UAE law, the available solution may include:

• Inspection and repair
• Replacement of the defective product
• Replacement of the affected component
• Refund, where repair or replacement is not appropriate or legally required

Products must not be sent to us before a return or service request has been approved.

8. How to Request a Return

To request a return, exchange or warranty assessment, contact:

Email: orders@stadlerform.ae
Telephone: +971 4 343 5501

Please provide your order number, the name used for the order, the product concerned and the reason for the request.

Our team may request photographs, videos, serial numbers or additional information before approving the return.

Approval of a return request does not guarantee a refund. All returned products remain subject to physical inspection.

9. Product Inspection

Once the returned product is received, our team will inspect it to confirm:

• Its condition
• Whether it has been used or installed
• Whether the packaging and accessories are complete
• Whether any damage or fault is present
• Whether it meets the applicable return conditions

We aim to complete the inspection within three business days after receiving the returned product.

When a product is rejected because it does not meet the return conditions, the customer will be informed. The customer may be responsible for the cost of sending the product back.

10. Refunds

Once a return has been inspected and approved, the refund will be issued to the original payment method.

Approved refunds are normally processed by Stadler Form UAE within 7 business days. Depending on the payment provider or issuing bank, additional time may be required for the amount to appear in the customer’s account.

The following amounts are normally non-refundable for change-of-mind returns:

• Original delivery charges paid with the order
• Return collection charges
• Expedited or special delivery charges
• Installation or other services already completed

No return or collection charges will be deducted when the return is due to a confirmed fault, courier damage, incorrect item or error by Stadler Form UAE.

11. Exchanges

Exchanges are subject to product availability.

When the requested replacement is more expensive, the customer must pay the price difference before dispatch.

When the replacement is less expensive, the difference will be refunded after the original product has been received, inspected and approved.

Any applicable collection and redelivery charges will be communicated before the exchange is confirmed. These charges will not apply when the exchange is required because of a confirmed fault or fulfilment error.

12. Promotional Offers and Gifts

When a returned order included a complimentary gift or promotional product, the gift must also be returned unused and in its original condition.

When the promotional gift is not returned, its stated retail value may be deducted from the refund.

When returning part of a discounted bundle, the refund may be recalculated based on the regular price of the products retained by the customer.

13. Contact and Return Location

Returns must be approved before being delivered to our location.

Stadler Form UAE / PRO TECHnology
204 Aswar Building
Business Bay, Sheikh Zayed Road
Dubai, United Arab Emirates

Telephone: +971 4 343 5501
Email: orders@stadlerform.ae

Please do not send or deliver a product without receiving return instructions from our customer service team.

14. Consumer Rights

This policy is intended to provide clear and fair procedures for customers purchasing through stadlerform.ae.

Nothing in this policy excludes, restricts or overrides any mandatory consumer right or remedy available under the applicable laws and regulations of the United Arab Emirates.