# Delivery, Warranty, Refund and Return Policy
**Last Update: April 2026** This document outlines the terms and conditions governing the delivery, warranty return and refund policy ("Policy") of our Hardware Products ("Hardware", “Product”), and the products and software related to them, purchased online by individuals or businesses (“Purchaser”) through the Horys ("Horys", the “Supplier”, “Company”) third party shop platforms (“Third Party Shop”). By purchasing any of the products available on the Third Party Shop, you acknowledge that you have read and understand the present Policy related to your purchase. Your acceptance of all the related documents such as the Terms and Conditions, Privacy and Cookies Policy, this Policy, and all other documents related to your purchase, are essential to ensure a seamless and satisfactory consumer experience. ## 1. GENERAL PROVISIONS The General Terms and Conditions shall apply in conjunction with this Policy, along with the Privacy and Cookie Policy, which are complementary parts of the present document in conjunction with all applicable terms and conditions you have agreed to when purchasing the Hardware. ## 2. SHIPPING METHOD Our primary deliveries are managed by reputable third-party courier services. Horys reserves the right to engage alternative reputable courier services as may be necessary or appropriate, depending on the shipping destination, service availability, or other logistical considerations. Horys reserves the right to engage alternative reputable courier services as may be necessary or appropriate, depending on the shipping destination, service availability, or other logistical considerations. The selected courier will be responsible for the delivery of your purchase to the physical address provided at checkout (each the “Courier”). The Courier will provide the Delivery Service for the fulfillment of your purchase and is able to ship to the physical address within the given locations upon checkout, under the following conditions: * The Purchaser is aware our courier partner may vary based on delivery location; and * The Supplier shall update the Purchaser upon dispatch of their Hardware product. ## 3. PROCESS OF SHIPPING AND DELIVERY FEES All Hardware purchases are delivered exclusively by Courier, with no alternative delivery methods available. Consequently, these purchases are subject to applicable conditions and transportation fees ("Shipping Fees"), as well as customs fees (“Customs Fees”) which vary based on the location of the Purchaser. By placing an order, the Purchaser agrees to these terms. The process of Shipping and Customs Fees follows the conditions outlined below: * Deliveries can be expected within ninety (90) days from the date the Purchaser chooses to ship the product and makes the payment for shipping; * Shipping Fees for each product are set by the Third Party Shops; * Customs Fees may be subject to variation based on the location where you are receiving your order; * Prices at checkout do not include Customs Fees, which are solely paid by the Purchaser; and * Multiple shipments may result in multiple charges being applied to your selected payment method. All relevant purchase order details and corresponding invoices are made available to the Purchaser via their user dashboard, where they can be viewed or downloaded at any time. The exact charges and payment breakdown will also be clearly displayed during the checkout process. ## 4. DELIVERING RESTRICTIONS AND APPLICABLE LAWS AND REGULATIONS Horys strictly adheres to the Laws of the United Arab Emirates and does not engage in any transaction or offer services or products to any countries under the sanctions of OFAC (Office of Foreign Assets Control), EU and UN. The Purchaser acknowledges and accepts that, if their country became subject to international sanctions after the purchase but before delivery of the Hardware, Horys is not liable for any loss or damages resulting from these changes. ## 5. DELIVERY OF HARDWARE The Purchaser shall not refuse to accept delivery of the Hardware. Any refusal to complete the Hardware receiving process, originating from the conduct of the Purchaser, constitutes a breach of this Policy. Consequently, the Purchaser shall not be entitled to decline receipt of the item or to claim any refund in connection therewith. All deliveries shall take place during normal business hours, excluding public holidays and subject to unforeseen delays, for which the Supplier shall bear no responsibility. Once the Hardware is en route and the delivery process has commenced, it shall be the Purchaser’s sole responsibility to remain vigilant and to actively liaise with the designated courier service to ensure successful completion of delivery. This includes, but is not limited to, monitoring delivery notifications, responding to courier communications, and being available to receive the Hardware at the scheduled location and time. ## 6. NOTIFICATIONS OF DELIVERY Should it be permitted by the selected Courier to deliver to your destination, you may receive regular updates on your order status through the given Courier’s tracking services. The Supplier will confirm your order via email upon receiving the payment. The delivery of the purchased Hardware can be expected within ninety (90) days from the date the user makes the payment for shipping, subject to the location of the delivery. ## 7. PAYMENT & DELIVERY If the Purchaser wants to change any detail on the delivery order, once shipment is initiated, the Purchaser will need reach out to Horystech Support Team and at the same time reach out to Courier’s Customer Support Team using the link provided to the registered email address and proceed with the change in accordance with the Courier delivery policies. Purchasers might bear any additional costs to have the goods delivered to a different location, if applicable under the terms and conditions established by each Courier. Likewise, the Purchaser will not receive a refund for the previous Shipping Fees. ## 8. DELIVERY INFORMATION The Hardware purchased will be delivered to the delivery address specified in your shipping order. Please ensure that you provide the correct delivery details and contact information to ensure there is no delay in the delivery due to misinformation. Prior to shipment, the Supplier or its Third Party Shops will verify the provided address. If the address cannot be definitively confirmed via mapping services due to typos or postal mismatches, the shipment will be placed on hold to protect operational continuity. When an address is placed on hold, the Horystech Support Team will contact the Purchaser to request correction before proceeding. The Supplier shall issue up to three (3) written reminders requesting the necessary shipping details to ensure transparent communication. If the Purchaser fails to furnish an accurate address after the third reminder, the order status will be changed to "Returned." The Supplier shall have no further obligation to initiate shipment, and the original Shipping Fees are forfeited to act as a penalty mechanism.\ \ To re-initiate the delivery after an order is marked as "Returned," the Purchaser will be required to pay the Shipping Fees again in full and must provide a valid, verified address. This ensures the Supplier is compensated for the additional administrative and logistical overhead. If the Purchaser fails to furnish the required information within sixty (60) calendar days from the initial reminder, the Hardware may be repossessed by the Supplier. Providing inaccurate shipping information constitutes a material breach of this Policy, and the Purchaser shall not be entitled to any refund. ## 9. CUSTOMS, DUTIES, AND TAXES Prices at checkout do not include all customs, duties and taxes. Any additional fees outside of those included will be charged directly to the Purchaser. Should these additional fees not be paid, and the Hardware returned to the Supplier, the Supplier shall not be responsible for issuing a refund and Purchaser may be required to pay the consequential Shipping Fees and any additional fees required for re-shipment. Please be aware that you are solely responsible for paying any local taxes related to the delivery of the hardware you purchased. The Company is not liable for any situations resulting from your failure to comply with your local tax obligations. ## 10. PAYMENT CONFIRMATION Once the payment is made, the confirmation notice will be sent to the Purchaser via email within twenty-four (24) hours after the order is placed. It is the Purchaser’s responsibility to provide an updated email address to receive the payment confirmation. ## 11. PACKAGING Supplier shall properly prepare, secure, and package the Hardware in a manner suitable for shipment, to provide adequate protection against damage in transit. ## 12. WARRANTY All Hardware includes a standard warranty for thirteen (13) months (the “Warranty Period”) provided by the Supplier. Claims on the standard warranty might vary depending on the jurisdiction where the Purchaser is located. To make a warranty claim, the Purchaser may be required to provide proof of purchase, the serial number or other identifying details of the Hardware, and reasonable supporting evidence of the reported defect or malfunction, including photographs, videos, or a description of the issue sufficient for preliminary assessment by the Supplier. Where the Supplier confirms that a defect or malfunction is covered by this Warranty, the Supplier may, at its discretion and subject to applicable mandatory law, provide one of the following remedies: require the Purchaser to return the Hardware to the Supplier or to an authorized service location for inspection and repair; provide a replacement unit; or where the Supplier determines that the defect or malfunction can be sufficiently verified through images, video, or other supporting evidence, provide a replacement unit without requiring the Purchaser to return the original Hardware. Any repair or replacement carried out under this Warranty shall be subject to the procedures, conditions, and documentary requirements set out in the applicable Return Merchandise Authorization (RMA) Policy. For an additional cost, the Supplier offers extended warranty plans (the “Extended Warranty Plans”) for eligible Hardware as follows: * For the LayerK One Phone, Purchasers who have opted in have received an additional one (1) year of extended warranty coverage beyond the Manufacturer’s Warranty through the LayerK One Care Protection Plan; * For xK Computer Devices, two categories of coverage apply: * Purchasers who previously acquired xK Computers through the Third Party Shop had the option to purchase an additional one (1) year of warranty through the xK Computer Care Policy * Under the current exclusive warranty campaign, all xK Computer Devices purchased with shipping or pick up through the Third Party Shop now benefit from an extended warranty of up to five (5) years (inclusive of the Manufacturer’s Warranty), at no additional cost, with the extended coverage being included in the shipping or pick up payment. * For AiX Home Station Devices, its acquisition includes a 13 months factory warranty covering manufacturing defects, commencing on the date of delivery. Extended warranty coverage for AiX devices may be made available in the future at the Supplier’s sole discretion, subject to the applicable terms and conditions then in force. * For Nx1 Home Station Machines, its acquisition includes a 13 months factory warranty covering manufacturing defects, commencing on the date of delivery. Extended warranty coverage for Nx1 machines may be made available in the future at the Supplier’s sole discretion, subject to the applicable terms and conditions then in force. The Extended Warranty Plans on your Hardware depends on the package you have purchased. Damage caused by shipping will be covered only to the extent provided in the terms and conditions governing each individual plan. ## 13. WARRANTY EXCLUSIONS Except to the extent prohibited by law, the following is not covered by this warranty: defects which relate to (i) normal aging of the Product, such as discoloration or stretching; (ii) damage caused by misuse, accident (which, depending on the specific Product, may consist of accidental physical impact, exposure to liquid, food or other contaminants, etc.), neglect, improper or unauthorized repair or other modification, tampering, or use with unsuitable hardware, software, services or third party’s products; (iii) consumable parts, such as batteries, the performance of which normally diminishes over time, unless such failure has occurred due to a defect in materials or workmanship; (iv) cosmetic damage, such as scratches, nicks, and dents, unless caused by the Supplier; (v) use not in accordance with the product documentation; (vi) used or resold products, except with respect to covered Refurbished Products (as defined below) purchased or supplied directly from Supplier or an authorized retailer or reseller; (vii) Products purchased from sources (including non-authorized online auctions) other than Supplier or authorized retailers or resellers; (viii) non-Supplier products; (ix) use in violation of any laws in effect where the Product is used; (x) a Product not currently running the latest version of Supplier-issued software; (xi) features or performance parameters pertaining to any software or services beyond the Warranted Functionality; or (xii) any support services or software provided in connection with the Product. This Warranty does not include any guarantees that the Product will be error-free, or assurances regarding uptime or the continued availability of data security features for software or online accounts. Additionally, there are no guarantees that any software, firmware, or online sites will function without interruption or errors. This limited Warranty is void if a Product is returned with removed, damaged or tampered with labels or any alterations that are not part of the normal and intended use of the Product, including the unauthorized removal of any component or external cover. This Warranty does not cover data or asset loss; it is your responsibility to regularly back up your data and secure your device from unauthorized access. Any damages or costs related to data or asset loss, data recovery, removal, and installation are not recoverable under this Warranty. ## 14. LIMITATION OF LIABILITY Except to the extent prohibited by law and regardless of whether the Supplier was advised of the possibility of such damages, the Supplier does not assume any liability for any special, indirect, incidental, punitive, or consequential damages of any kind whatsoever arising from or in connection with a Product or this Warranty including but not limited to loss of profits or revenues, loss of data, loss of assets, use of the Product or any associated equipment, cost of any replacement goods or substitute equipment, or loss of use during the period that the Product is being replaced or repaired and Supplier’s liability for any claim arising out of or related to this Warranty shall not exceed the price paid by the Purchaser for the Hardware, regardless of the form of action, whether in contract, tort (including negligence), strict product liability or any other cause of action or legal or equitable theory. ## 15. FORCE MAJEURE Supplier shall bear no liability under or be deemed to be in breach of this Policy for any delays or any kind of failures in fulfilling its obligations under this Policy which are consequences from a force majeure event. ## 16. RETURNS Due to the nature of the product, returns are only admissible under a Return Merchandise Authorization (“RMA”) procedure. The Purchaser may request an RMA solely in cases of defective or malfunctioning hardware, in accordance with the present terms and conditions and applicable laws and regulations. #### 16.1. Eligibility: 16.1.1. Return requests will only be considered in the following limited circumstances: a. The wrong product was sent by us; b. The product is defective upon arrival; c. The product was damaged in shipping; or d. The product appears to have been tampered with before reaching the user. 16.1.2. Only products that are unused and in their original packaging may be eligible for return. 16.1.3. If the product has been opened, Horys reserves the right, at its sole discretion, to assess its eligibility for return. 16.1.4. If you find a defect after using the product, it won't be eligible for return. Instead, the manufacturer's repair or replacement warranty may cover it. #### 16.2. Timeframe: 16.2.1. You must initiate the return process within thirty (30) days from the date of product delivery. 16.2.2. After the specified timeframe, returns may not be accepted, except in cases of warranty claims. #### 16.3. Return Procedure: 16.3.1. To initiate a return of the product for repair or replacement, please consult the [Return Merchandise Authorization (RMA) Policy](https://docs.horystech.com/legal-documents/rma-policy), which outlines all required steps, conditions, and procedures. 16.3.2. Our customer support team will guide you through the return process, including providing you with the appropriate return address and instructions. 16.3.3. You are responsible for the cost of returning the product, except where the return is due to our error or a product defect upon delivery. #### 16.4. Inspection and Approval: 16.4.1. Once we receive the returned product, our team will inspect it to ensure it meets the eligibility criteria mentioned in section 16.1. 16.4.2. If the product meets the criteria, it may be accepted for replacement only. Refunds are not permitted under this policy, except as outlined in Section 17.1 below. ## 17. REFUNDS #### 17.1. Refund Eligibility: 17.1.1. Refunds are strictly limited to duplicate or erroneous payments (e.g. technical payment glitches). 17.1.2. All other purchases shall be deemed final, and refunds will not be issued under any other circumstances. #### 17.2. Refund Process: 17.2.1. Where a refund is approved under Section 17.1, it will be processed using the same payment method used for the original transaction. 17.2.2. Refunds will reflect the amount paid, less any applicable transaction or restocking fees, shipping or assembly costs, or other charges incurred during the original transaction. #### 17.3. Refund Timeframe: Refunds will be made into the original mode of payment and will be processed within ten (10) to forty-five (45) days depending on the issuing bank of the credit card. The timeframe for the refund to be reflected in your account is subject to variation based on your payment provider. It should be noted that the processing time for refunds through Visa or Mastercard may differ due to factors such as the policies of the issuing bank or financial institution. Typically, it can take from a few days to several weeks for the refund to appear on your credit card statement and be processed in your account. #### 17.4. Exceptions: 17.4.1. Non-Returnable Items: Certain products, including but not limited to downloadable software, digital codes, and personalized/customized items, may not be eligible for return or refund. Please check the product description or contact our customer support for more information. ## 18. PRODUCT AVAILABILITY The Supplier will supply all Products ordered in accordance with this Policy. Any shortages in the dispatching of orders will be communicated to the Purchaser via the registered email. However, the Supplier is not responsible for the availability of any Products. ## 19. DELIVERY DELAYS All delivery time estimations provided by the Supplier are for indicative purposes only. They do not constitute any guarantees or promises for the completion of delivery within these times. ## 20. MISSED AND DAMAGED ORDERS If you do not receive your order, or if your order is damaged in transit, the Purchaser shall contact us at [Support](https://support.horystech.com/support/home). ## 21. CONTACT US Should you have any inquiries or require further clarification concerning these terms and policies, contact [Support](https://support.horystech.com/support/home). ## 22. APPLICABLE LAW AND DISPUTE RESOLUTION This Policy and its interpretation shall be governed by the laws of the United Arab Emirates. For any disputes that cannot be amicably resolved, the courts of Dubai shall have the exclusive jurisdiction to resolve the dispute. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.horystech.com/legal-documents/delivery-warranty-refund-and-return-policy.md?ask= ``` The question should be specific, self-contained, and written in natural language. 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