RETURN, REFUND, AND EXCHANGE POLICY

Effective Date: 1 September 2025

1. Introduction

At STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ (www.steerx.ae), we are committed to providing you with high-quality manual and electric material handling products, industrial equipment, and general trading items. We understand that sometimes a product may not meet your expectations or requirements. This Return, Refund, and Exchange Policy outlines the conditions under which you can return products purchased from us.

This policy is designed to align with the Federal Law No. 15 of 2020 on Consumer Protection in the UAE and our commitment to customer satisfaction. Please read this policy carefully before making a purchase.

 

2. General Conditions for Returns

All returns, refunds, and exchanges are subject to the following general conditions:

• Proof of Purchase: A valid original invoice or receipt from STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ is required for all returns or exchanges.
• Condition of Product: The product must be returned in its original, unopened, and unused condition, with all original packaging, tags, manuals, accessories, and promotional items included. Products that have been used, installed, assembled, or show signs of wear, damage, or alteration will generally not be accepted for return.
• Time Limit: All return or exchange requests must be initiated within seven (7) calendar days from the date of product delivery or collection, unless a specific manufacturer’s policy or legal requirement dictates a different period.
• Reason for Return: Returns are typically accepted for manufacturing defects, incorrect product delivery, or if the product does not match the description provided at the time of purchase. “Change of mind” returns are at the sole discretion of STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ and may be subject to a restocking fee.
• Inspection: All returned products will undergo a thorough inspection by STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ to verify their condition and the reason for the return.
• Exclusions: Certain products, as detailed in Section 5, are excluded from this return policy.

 

3. Specific Product Categories & Return Conditions

Given the diverse nature of our product range, specific conditions apply:

3.1. Manual and Electric Material Handling Products (e.g., Pallet Jacks, Stackers, Trolleys):

• Defective Products: If a product is found to have a manufacturing defect upon inspection within the 7-day return period, we will offer a repair, replacement, or refund at our discretion. Beyond this period, manufacturer warranty terms will apply.
• Incorrect Product: If you receive a product different from what you ordered, it can be returned for the correct item or a full refund, provided it is unused and in its original packaging.
• Change of Mind: Returns due to a change of mind for these products are generally not accepted unless explicitly agreed upon in writing by STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ. If accepted, a restocking fee of 25% of the purchase price may apply, and the product must be in pristine, resalable condition. Shipping costs are non-refundable and return shipping is at the customer’s expense.

3.2. Industrial Equipment (e.g., Forklifts, Reach Trucks, Industrial Conveyors, Heavy Machinery):

• Defective Products: For large industrial equipment, any defects must be reported immediately upon delivery and before installation/commissioning. If a manufacturing defect is confirmed within the 7-day return period and before operation, we will assess the issue. Depending on the defect, we may offer repair, replacement of parts, or, in severe cases, replacement of the unit. Full refunds for large equipment are extremely rare and only considered if the equipment is fundamentally non-functional upon delivery and cannot be repaired or replaced.
• Custom-Ordered/Fabricated Equipment: Products that are custom-ordered, custom-fabricated, or specially configured for a client’s specific requirements are strictly non-returnable and non-refundable, unless they have a confirmed manufacturing defect that cannot be rectified.
• Installed/Commissioned Equipment: Once industrial equipment has been installed, commissioned, or put into operation, it is generally not eligible for return or refund unless covered by a specific warranty claim for a manufacturing fault. Warranty claims will be handled in accordance with the manufacturer’s warranty terms.
• “Change of Mind”: Returns for industrial equipment due to a change of mind are not accepted.

3.3. General Trading Items (e.g., Tools, Spare Parts, Accessories):

• Defective Products: If a general trading item has a manufacturing defect, it can be returned for an exchange or full refund within the 7-day return period, provided it meets the general return conditions.
• Incorrect Product: If you receive an incorrect general trading item, it can be returned for the correct item or a full refund, provided it is unused and in its original packaging.
• Change of Mind: Returns due to a change of mind for general trading items may be accepted within 7 days, provided the item is in its original, unopened, and resalable condition. A restocking fee of 25% may apply, and return shipping costs are borne by the customer.

 

4. How to Initiate a Return

To initiate a return or exchange, please follow these steps:

1. Contact Us: Send an email to info@steerx.ae or call us at +971 55 973 4282 / +971 52 287 4546 within the specified return period.
2. Provide Details: Include your order number, the item(s) you wish to return, the reason for the return, and photographic evidence of any damage or defect.
3. Await Authorization: We will review your request and provide you with a Return Merchandise Authorization (RMA) number and further instructions if your return is approved. No returns will be accepted without a valid RMA number.
4. Package the Product: Carefully package the product in its original packaging, ensuring all accessories, manuals, and promotional items are included. Clearly write the RMA number on the outside of the package.
5. Ship or Deliver: Ship the product back to our designated return address or arrange for drop-off, as instructed by our team. The cost of return shipping is generally the customer’s responsibility unless the return is due to our error or a confirmed manufacturing defect.

 

5. Products Not Eligible for Return or Refund

The following products are generally not eligible for return or refund, except in cases of confirmed manufacturing defects (and subject to specific conditions mentioned above):

• Products without original proof of purchase.
• Products returned after the specified return period.
• Products that have been used, installed, assembled, damaged due to misuse, neglect, accident, improper storage, or unauthorized alteration/repair.
• Products with missing parts, accessories, manuals, or original packaging.
• Custom-ordered, custom-fabricated, or specially configured industrial equipment.
• Products damaged during return shipment due to insufficient packaging.
• Consumable items once opened or used.
• Clearance, “as-is,” or final sale items (unless defective).

 

6. Refunds

• Processing Time: Once the returned product has been received and inspected, and the return is approved, refunds will be processed within 14-30 business days.
• Method of Refund: Refunds will be issued via the original payment method used for the purchase, where feasible. If the original payment method is not available, an alternative method (e.g., bank transfer) will be arranged.
• Deductions: Any applicable restocking fees, original shipping charges (if not due to our error), and return shipping costs (if applicable) will be deducted from the refund amount.

 

7. Exchanges

• Exchanges are subject to product availability. If the desired exchange item is not available, a refund will be processed as per Section 6.
• Any price difference between the original and exchanged item will be charged or refunded accordingly.
  
  

8. Warranty Claims

• This Return Policy primarily covers immediate returns. For issues arising beyond the initial return period, most products (especially electric material handling and industrial equipment) are covered by a manufacturer’s warranty.
• STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ will assist you in facilitating warranty claims with the respective manufacturer. Please note that warranty terms, conditions, and claim procedures are determined by the manufacturer.
• Warranties typically cover manufacturing defects and do not cover damage caused by misuse, normal wear and tear, improper installation, lack of maintenance, or unauthorized repairs.

 

9. Consumer Rights (UAE Law)

This policy is formulated to complement your rights under Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations (if applicable). This law generally protects consumers against defective products and misleading commercial practices. Our policy does not seek to limit or exclude any statutory rights you may have under UAE law.

 

10. Contact Us

For any questions regarding our Return, Refund, and Exchange Policy, or to initiate a return, please contact us:

STEERX INDUSTRIAL SOLUTIONS TRADING L.L.C-FZ , Meydan Free Zone, 6th Floor, Nad Al Sheba 1, Dubai – U.A.E, info@steerx.ae, Mobile Number: +971 52 287 4546.

 

Acknowledgment: By purchasing from STEERX INDUSTRIAL SOLUTIONS TRADING LLC – FZ, customers acknowledge they have read, understood, and agree to abide by this Return Policy.