What should I do if I find that my Costless Hub product is not functioning properly?

We accept returns for defective or malfunctioning items within 7 days of purchase. To initiate a return, please visit a Costless Hub store or contact our Customer Support Center at +971 50 886 0922. Our authorized service center will assess the product to confirm whether it is Dead on Arrival (DOA) or defective. Depending on the outcome, we will proceed with either a refund or a replacement. If the product becomes defective after 7 days, please visit your nearest Costless Hub store for service or contact our Customer Support Center for guidance on the next steps.

We will only accept returns of products in their original, sealed, and packed condition within 7 days of purchase. This policy applies to all customers.

Exclusions:

•       Personal care items, gaming software, and generic software are not eligible for returns or exchanges.

•       Headphones cannot be exchanged unless the product is in its original sealed packaging, due to hygiene concerns.

Return & Cancellation Policy

How to return an item:

1. Visit the Returns Support Centre and click on "Return items." 2. Select the order you wish to return and choose the item(s) to return.

3.      Indicate the reason for the return and provide additional comments as needed, then click "Continue."

4.      Choose your preferred return shipping method—either Self-Return or Costless Hub Pickup (subject to availability in your area), then click "Submit."

Return Evaluation Process: The return request will be evaluated based on the condition of the product. If the product is in a saleable condition, the return will be processed. The return approval will be granted after a thorough inspection of the product. If the product is still with the customer, we will document your report. Following this, a customer service representative will visit to inspect the item. If any issues are found with the product, the return will be accepted; otherwise, it will not be processed.

Important: Exchange or refund requests will be valid only within 7 days from the date of purchase, and the return will be accepted only if the item is returned with all its complete accessories, in saleable condition, and with the original packaging intact. If the accessories or packaging are incomplete or damaged, a deduction of 15% to 30% of the product’s value will be applied. This deducted amount will be used as a discount for new customers purchasing the product.

If an issue arises with the item after 7 days, it will be covered under our service warranty.

However, if the manufacturer approves the return, we will proceed with the return. Otherwise, the item will be eligible only for service warranty coverage.

How long will it take for my refund to be processed?

•       In-store Returns: Refunds are processed immediately. If you paid by credit or debit card, the refund should appear in your account within 5-6 business days.

•       Returns via Costless Hub Agent: Refunds will be processed once the returned item arrives back. This typically takes up to 7-8 business days.

Refund Processing by Payment Method:

To ensure proper processing of your refund, please update your bank account details in the "Your Account" section while initiating the return. Required information includes:

•       Bank Account Number

•       Account Holder’s Name

•       Bank Branch

•       Bank Name

Please ensure the name on your Costless Hub account matches the bank account holder's name.

How can I track the status of my refund or return? Your request will be processed promptly. You can track the status of your return using the request number, and updates will be provided via our online portal.

Warranty & Service Information

Where should I go for service after my warranty expires? You can visit any nearby Costless Hub Customer care Centre for service after the warranty period has ended.

What should I do if I encounter issues with my product during the warranty period? Please visit any of our nearby stores, and our staff will be happy to assist you.

How can I check if my product is still under warranty? The warranty details can be found on your invoice. Additionally, you can visit any Costless Hub store to verify warranty status.

What information is needed to check if my product is under warranty? A copy of the invoice will be required to verify the warranty status.

Costless Hub Services

What is Extended Warranty? Extended Warranty is an additional coverage offered after the manufacturer’s warranty expires. This service agreement, also known as a service or maintenance contract, covers repairs due to defects caused by faulty manufacturing. If the product cannot be repaired, a replacement will be provided by the Extended Warranty team.

What does Extended Warranty cover?

•       All coverage included in the manufacturer’s warranty

•       Free repairs for up to 1 or 2 extra years (based on the purchased contract)

•       In-home repairs for major items

•       Free product replacement if repair is not economical

Exclusions under Extended Warranty: Extended Warranty covers only defects resulting from faulty manufacturing. The following are excluded:

•       Cosmetic damage (e.g., scratches, rust)

•       Misuse or abuse

•       Consumables (e.g., batteries, lamps)

•       Power surges or fluctuating voltage

•       Insect infestation

•       Accidental damage, theft, or loss

•       Damage due to incorrect installation, modifications, or maintenance

•       Breakdowns caused by viruses or software issues

Benefits of the Extended Warranty Program:

•       No need to visit a service center or search for spare parts.

•       All costs related to repairs and servicing are covered by the Extended Warranty team.

•       If the product is irreparable, the customer will receive a free replacement.

When can a customer claim repairs under Extended Warranty? Repairs can be claimed immediately after the manufacturer’s warranty period expires.

Is Extended Warranty transferable? Yes, the Extended Warranty agreement is linked to the product, not the owner. Therefore, if the product is sold, the new owner can still claim repairs under the same agreement.

Is the Extended Warranty premium refundable? No, the premium for Extended Warranty is non-refundable, even if no claim is made.

What happens if a product is replaced under Extended Warranty? A replaced product is considered a new item, and all applicable warranty and return rules for new products will apply. Any defects will be handled by the manufacturer.