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Refund and Returns Policy

Infinitex — Authorised Exclusive Distributor of Optimus KNX Products in the UAE

Business Bay, Dubai, United Arab Emirates

Last updated: 8 August 2026

1. Return Window

We offer a 31-day return window. You may request a return within 31 days from the confirmed delivery date of your order.

Returns requested after 31 days from delivery cannot be accepted, except where the product is covered by a manufacturer warranty claim (see Section 6).

2. Return Eligibility

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

  • Unused and uninstalled
  • In original manufacturer packaging, undamaged and unopened where the packaging is sealed
  • Complete with all accessories, terminal connectors, mounting hardware, manuals and documentation
  • Accompanied by the original invoice or proof of purchase

3. Non-Returnable Items

The following are not eligible for return:

  • Programmed, configured or commissioned devices — any KNX device that has been loaded with an ETS application program, assigned a physical address, or otherwise commissioned
  • Products that have been installed, wired, or mounted, including devices showing signs of DIN rail or back-box installation
  • Custom-configured or special-order items supplied on request and not held as standard stock
  • Products damaged by incorrect installation, over-voltage, incorrect polarity, or use outside the manufacturer’s stated specifications
  • Software licences, ETS licences, and digital activation keys once issued
  • Products where the manufacturer’s seal, serial label or anti-tamper marking has been removed or defaced

4. Restocking Fee

Returns of unused products in original packaging are subject to a restocking fee of 15% of the product value, deducted from the refund amount.

The restocking fee is waived where:

  • The product delivered does not match the product ordered
  • The product arrived damaged or defective (see Section 5)
  • The return results from an error on our part

5. Damaged, Defective or Incorrect Deliveries

Please inspect your delivery on receipt. If any item arrives damaged, defective, or does not match your order, notify us within 72 hours of delivery with photographs of the product and its packaging.

Reports made within this period are handled as a priority, at no cost to you, and are not subject to a restocking fee. Where possible we will arrange a replacement rather than a refund, to keep your project on schedule.

6. Manufacturer Warranty

Products supplied by Infinitex carry the warranty of their respective manufacturer (Optimus, ABB, Schneider Electric). Warranty claims fall outside this returns policy and are handled directly under the manufacturer’s terms. Warranty coverage typically applies to manufacturing defects and does not cover installation error, physical damage, or misuse.

To raise a warranty claim, contact us with your invoice number, the product serial number, and a description of the fault.

7. How to Request a Return

  1. Contact us by email or WhatsApp with your invoice number, the item(s) you wish to return, and the reason for the return.
  2. We will issue a Return Authorisation (RA) number and confirm the return address.
  3. Pack the product securely in its original packaging, and write the RA number clearly on the outside of the shipping carton.
  4. Ship or deliver the product to the address provided.

Returns sent without a Return Authorisation number cannot be processed and may be refused on delivery.

8. Return Shipping Costs

Reason for return Who pays return shipping
Damaged, defective, or incorrect item Infinitex
Change of mind / no longer required Customer
Ordering error by the customer Customer

Outbound delivery within the UAE is free of charge on all orders.

9. Inspection and Refunds

All returned products are inspected on arrival. We will notify you of the outcome of the inspection.

Once a return is approved, refunds are processed within 5 business days and issued to the original payment method. Depending on your bank or card issuer, it may take a further 7–10 business days for the funds to appear in your account.

Where a product fails inspection — for example, if it shows signs of installation or is returned incomplete — we will contact you to arrange the return of the item to you, or to agree a partial refund.

10. Exchanges

We are happy to arrange an exchange rather than a refund where a suitable alternative product is available. Exchanges follow the same eligibility rules and timelines set out above.

11. Cancellations

Orders may be cancelled free of charge at any time before dispatch. Once an order has been dispatched, the returns process in Section 7 applies.

12. Contact

Infinitex

Business Bay, Dubai, United Arab Emirates

Email: info@infinitexco.com

Phone / WhatsApp: +971 50 131 8984

Website: https://infinitexco.com

These terms do not affect your statutory rights under the consumer protection laws of the United Arab Emirates.

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