Returns & Refunds Policy

Effective date: 8 August 2026 · Version: 1.0

This policy explains how business customers of Collaboration Hub General Trading L.L.C ("CoHub") can report delivery issues, return goods and receive refunds. It forms part of our Terms & Conditions. CoHub is the seller of record for all goods sold on the platform, so every return and refund is handled directly by CoHub — you never need to deal with an upstream supplier.

1. Scope

This policy applies to goods purchased from CoHub for business purposes and delivered within the UAE. For services arranged through the platform, performance is the responsibility of the duly licensed third-party provider; any service-related remedy is handled under the provider's terms, with CoHub assisting in coordination.

2. Inspection at Delivery

• Count and visually inspect the goods before signing the delivery note.
• Visible damage, shortages or wrong items must be recorded on the delivery note at handover. Our delivery team will document them with you.
• Items recorded at handover are prioritized for immediate replacement or credit.

3. Seven-Day Inspection Window (Defects & Non-Conformity)

• You have seven (7) calendar days from the delivery date to inspect the goods and notify us of defects, non-conformity with the confirmed specifications, or issues not reasonably visible at handover.
• Claims after the 7-day window are accepted only under a passed-through manufacturer warranty or where mandatory UAE law provides otherwise.

4. Wrong Delivery

If you receive the wrong item or the wrong quantity:

• Shortages / excess quantities: record them on the delivery note at handover.
• Wrong items discovered after handover: notify us within the 7-day window. Do not use, install or resell the wrong items and keep them in their original condition; we will collect them at our cost and deliver the correct items as a priority.

5. Non-Returnable Categories

Unless defective or wrongly delivered, the following cannot be returned:

1. Perishable goods and goods with a short expiry;
2. Consumables with opened packaging or broken seals;
3. Hygiene-sensitive items with broken seals;
4. Goods cut, mixed, configured, branded or procured to your specification (special/custom orders);
5. Software, licenses and activated digital products;
6. Goods damaged after delivery through misuse, improper storage or unauthorized alteration.

Any category-specific exceptions will be stated on the product page or the order confirmation.

6. How to Request a Return (RMA)

1. Contact [email protected] [●] or your account manager within the applicable window, quoting the order number.
2. Describe the issue and attach supporting evidence (photos/videos of the goods, packaging and labels; a copy of the delivery note).
3. Our team issues a Return Merchandise Authorization (RMA) with collection instructions. Goods returned without an RMA cannot be processed.
4. Keep goods in their original packaging, unused and complete with all accessories, manuals and any promotional items, until collection.

7. Return Logistics

• For validated claims (defect, wrong delivery, damage recorded at handover), CoHub arranges and pays for collection through its logistics partners.
• For any return agreed on a goodwill basis, collection or restocking charges may apply and will be agreed in writing beforehand.

8. Remedies

For validated claims, and in the following order of preference where practicable:

1. Replacement of the affected goods (fastest route for business continuity);
2. Repair, where appropriate for the product type;
3. Credit note applied to your account for future orders;
4. Refund of the price paid for the affected goods, including the VAT attributable to them.

Where a refund or credit is issued, CoHub also issues a tax credit note referencing the original tax invoice, in accordance with UAE VAT legislation.

9. COD Refund Mechanics

Because payment is collected in cash on delivery, refunds are processed as follows:

• No cash refunds are made at the door or by delivery or collection personnel. Please do not request cash from drivers.
• Refunds are made by bank transfer to the customer's registered corporate bank account (account name must match the registered customer entity), or — at your option — by credit note for future purchases.
• Timeline: refunds are initiated within fourteen (14) days of return validation (receipt and inspection of the returned goods), and typically settle within the banking transfer times of your bank.
• Delivery charges are refunded where the return results from CoHub's error (defect, wrong delivery); otherwise they are non-refundable.

10. Rejected Claims

We may reject a claim where the goods show misuse or damage occurring after delivery, where seals on non-returnable items are broken, where the claim is made outside the applicable window, or where the returned goods do not match the RMA. Rejected goods can be redelivered to you; storage or redelivery charges may apply after 15 days of notice.

11. Statutory Rights

Nothing in this policy limits rights that mandatorily apply under UAE law, including Federal Law No. 15 of 2020 on Consumer Protection where applicable.

12. Contact

Returns desk: [email protected] [●] · Phone: [●]

Collaboration Hub General Trading L.L.C — [●], United Arab Emirates

This policy is published in English and Arabic. In case of inconsistency, the English version prevails to the maximum extent permitted by applicable UAE law.