Frequently Asked Questions

A. Payments

1. What payment options do you accept?

We accept online payments through Tabby, Tamara, Visa and MasterCard credit/debit cards in AED currency. 

2. Is there a long-term payment plan I can sign up for?

Yes, we support various installment programs from 15 different banks. You can learn more here.

3. Are my payments secure?

Yes, all payments are secured by 128-bit SSL encryption technology to protect customer's information and prevent fraudulent transactions.

4. What if my payment fails?

If a customers' payment is found to have failed, E-City will swiftly issue a refund for the same. In the event of payment failure, you can contact customer service at callcenter@ecityuae.ae.

B. Delivery

1. Do you deliver anywhere within the UAE?

It takes 2-4 business days to deliver an order within the UAE. In case of items such as refrigerators, TVs of size 49” and above, washing machines and other major appliances (which are delivered by the supplier) the delivery will be completed within 5-7 business days.

2. Do you provide international shipping?

No, we do not provide international shipping. 

3. What are my delivery options?

Click on a product to learn more about the available delivery options for it. You can opt for home delivery or in-store collection.

4. Am I eligible for free shipping?

Making a purchase of AED 200 and above makes you eligible for free shipping! 

C. Cancellation Policy, Return Policy and Warranty

1. How to cancel an order?

 If E-City is unable to fulfill certain orders due to any reason they can cancel the order and refunds will be processed using the original mode of payment.

Customers may request cancellations for their orders before the products have been shipped. Refunds will be processed using the original mode of payment. If you encounter any difficulties during the cancellation process, please don't hesitate to contact our customer care team at callcenter@ecityuae.ae or call us directly at 800ECITY for assistance.

2. What is the return policy?

Exchange or Return is possible within 7 days of purchase subject to the below terms and conditions: -

·       Warranty card and the product (including the complete original package along with the accessories, user manuals, box or carton) in sealed condition as you have received at the time of purchase to exchange or return the product.

·       Product purchased with bundle offer (Freebies) should be returned along with the entire bundle failing which system price for the missing product will be deducted from the paid amount.

·       Exchange or Return for the following product categories is not possible if the package is opened or the product has been used: - .

·       Movie/Gaming titles.

·       Accessories (Including EarPods/Earphones due to hygiene condition)

·       Toners/Cartridge.

·       Software.

·       Gaming card.

·       Watches.

·       Customized order products.

·       Activated devices.

·       Personal care products.

 

·       Refunds will be issued to the original payment method. Refunds will be processed within 7 to 14 business days after completing the return process.

·       If a defect is discovered after opening/using the product, the repair or replacement will be under warranty policy of the manufacturer. E-City being a retailer will facilitate the request to the brand, However the decision to repair/replace is at the discretion of the brand’s authorized service center.

·       Major Domestic appliances and Televisions once delivered, and the delivery note is signed will not be taken back.

·       Products sold under clearance price / display clearance price are not applicable for exchange/ refund.

·       Exchange/Return of product for change of mind will not be accepted.

·       Refunds will be processed within 7 to 14 business days after completion of the return process.

 

3. What is the warranty policy of the company?

• Warranty is applicable upon the presentation of the original invoice at the E-city stores or authorized center.

• E-city will facilitate the repair process by coordinating with the respective service centers. Warranty is limited to repairing or providing replacement of part/s through authorized service partners that are found defective and not the entire replacement of the products.

• Replacement or exchange of products should be approved by manufacturers or distributors and is at sole discretion of manufacturers or distributor.

• In case the product is replaced or repaired, then the warranty is continued from the original product purchase/invoice date.

• The company or its authorized service partners/dealers reserves the right to retain any component in its discretion in event of defect noticed during the warranty period, hence customer cannot demand the parts to be returned back.

• Warranty does not cover external parts or accessories of the products.

• Warranty does not cover any consumables/FOC (Free of Charge) items and ordinary wear and tear.

Visit your nearest E-City store or check the product page for specific details on a product's warranty.