Refund Policy

At Identiworld Technologies FZCO, we want our customers to buy with confidence. This Refund & Returns Policy explains when products can be returned, how refunds are handled, and what to do if an item arrives damaged, faulty, or incorrect.

This policy applies to purchases made directly through www.identi-world.com.

1. Returns Eligibility

You may request a return where:

  • The product you received is faulty, damaged, or defective.
  • The product is materially different from the description on our website.
  • You received the wrong item.
  • We have agreed in writing to accept the product back.

To be eligible for a return, the product must generally be:

  • Unused and in its original condition.
  • In the original packaging, including all accessories, cables, manuals, warranty cards, software, and documentation.
  • Accompanied by proof of purchase, such as your order confirmation, invoice, or receipt.
  • Returned only after we have issued return instructions or a return authorisation.

Please do not send products back without first contacting us.

2. Change-of-Mind Returns

Because many of our products are professional hardware, specialist equipment, printer consumables, software-linked products, and business-use items, we do not automatically accept returns simply because a customer has changed their mind, ordered the wrong product, or no longer requires the item.

However, we may consider a change-of-mind return at our discretion if:

  • The request is made within 7 days of delivery.
  • The product is unopened, unused, and in resaleable condition.
  • The product is not a special-order, custom-configured, clearance, software-linked, or non-returnable item.
  • You cover any return shipping costs, customs charges, duties, taxes, bank charges, and restocking fees where applicable.

Approval of a change-of-mind return is not guaranteed.

3. Non-Returnable Items

Unless the item is faulty, damaged, incorrectly supplied, or otherwise required to be accepted under applicable law, the following items are generally non-returnable:

  • Printer ribbons, inks, films, laminates, cleaning kits, and consumables once opened.
  • Special-order or custom-sourced products.
  • Custom-configured hardware or upgraded products.
  • Software, licences, activation keys, firmware, digital items, or products supplied with activated software.
  • Products that have been installed, used, altered, damaged, or tampered with.
  • Products missing original packaging, serial numbers, accessories, manuals, or warranty documentation.
  • Clearance, end-of-line, or final-sale items, where clearly marked at the time of purchase.
  • Access control equipment or turnstiles that have been installed or commissioned.

This does not affect your rights where a product is faulty, damaged, or not as described.

4. Damaged, Faulty, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, faulty, or incorrect, please contact us at info@identi-world.com within 48 hours of delivery where possible, providing:

  • Your order number.
  • A description of the issue.
  • Clear photos or videos showing the damage, fault, packaging, shipping label, and product serial number where applicable.

Once we review your request, we may offer one or more of the following remedies, depending on the circumstances:

  • Technical support or troubleshooting.
  • Repair.
  • Replacement.
  • Exchange.
  • Refund.
  • Referral to the manufacturer’s warranty process.

For products with manufacturer warranties, we may need to inspect the product or liaise with the manufacturer before confirming the appropriate solution.

5. Warranty Claims

Many products sold by Identiworld are covered by a manufacturer’s warranty. Warranty terms vary depending on the brand, product type, and region.

Warranty coverage usually applies to manufacturing defects and does not usually cover:

  • Misuse, negligence, accidental damage, or improper handling.
  • Incorrect installation or unauthorised repair.
  • Use of incompatible ribbons, inks, cards, consumables, or accessories.
  • Normal wear and tear.
  • Damage caused by power surges, poor maintenance, unsuitable operating environments, or failure to follow the manufacturer’s instructions.
  • Software, firmware, or driver issues caused by third-party systems, operating system changes, network configuration, or unsupported integrations.

If you believe your product has a warranty issue, please contact us and we will advise on the next steps.

6. Return Process

To request a return, please follow these steps:

  1. Email info@identi-world.com with your order number and reason for return.
  2. Include photos, videos, or supporting information where relevant.
  3. Wait for our team to confirm whether the return request is approved.
  4. If approved, we will provide return instructions.
  5. Package the product securely in its original packaging.
  6. Send the product using a tracked and insured delivery service.

You are responsible for ensuring that returned goods are properly packed. We are not responsible for products lost or damaged in return transit.

7. Return Shipping Costs

Return shipping costs depend on the reason for return:

  • Faulty, damaged, or incorrect item: If we confirm that the issue was caused by us, the courier, or a product defect, we will advise on the return or replacement process.
  • Change-of-mind or incorrect product ordered by customer: You are responsible for return shipping costs and any related charges.
  • International returns: You are responsible for any customs charges, duties, taxes, clearance fees, or other import/export costs unless we confirm otherwise in writing.

Original shipping charges may not be refundable unless the return is due to our error or a confirmed product fault.

8. Inspection of Returned Products

All returned products will be inspected once received.

We may refuse a refund, apply a deduction, or return the product to you if:

  • The product has been used, installed, damaged, or altered.
  • The product is missing parts, accessories, serial numbers, documents, or packaging.
  • The product is not the same item originally supplied.
  • The product has been returned without approval.
  • The issue is caused by misuse, incorrect installation, unsupported consumables, or customer damage.

If a return is rejected, we will contact you to explain the reason.

9. Refunds

If your return is approved, refunds will usually be processed to the original payment method.

Refunds are normally processed within 7 to 14 business days after we receive and inspect the returned product. Your bank, card provider, or payment processor may take additional time to make the funds available.

Refunds may exclude:

  • Delivery charges, unless the return is due to our error or a confirmed product fault.
  • Customs duties, taxes, bank charges, payment processing fees, or currency conversion fees.
  • Installation, configuration, consultancy, or service charges already completed.
  • Restocking fees where applicable and agreed.

10. Exchanges

Where appropriate, we may offer an exchange instead of a refund.

Exchanges are subject to:

  • Product availability.
  • Inspection and approval of the returned item.
  • Payment of any price difference.
  • Payment of any additional delivery, customs, or handling charges.

11. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at info@identi-world.com.

We may not be able to cancel an order if:

  • The order has already been dispatched.
  • The product has been specially ordered from a manufacturer or distributor.
  • The product has been configured, customised, activated, or prepared specifically for you.
  • Work has already started on services, installation, setup, or consultancy.

If cancellation is possible, we will confirm any applicable refund, deduction, or cancellation charge.

12. Business and Trade Purchases

Some purchases made through Identiworld may be for business, commercial, government, institutional, or reseller use.

For business or trade customers, returns may be more limited and may be handled in accordance with the agreed quotation, invoice, purchase order, manufacturer terms, or written agreement between the parties.

Nothing in this policy limits any mandatory rights that apply under applicable law.

13. Contact Us

If you have any questions about returns, refunds, or warranty claims, please contact us:

Identiworld Technologies FZCO
2E East Wing, 4-13B
Post Box 54473
Dubai Airport Free Zone
Dubai, UAE

Email: info@identi-world.com
Phone: +971 45728067
Website: https://www.identi-world.com