Return & Refund Policy

Return & Refund Policy

VOX Frames, operated by ANSH GLOBAL GENERAL TRADING LLC, aims to make returns, refunds, replacements and defective-product requests clear and straightforward for eligible orders.

This policy applies together with applicable consumer-protection requirements in the United Arab Emirates.

Nothing in this policy is intended to remove or restrict any mandatory consumer right available under applicable law.

1. Return Window

Eligible products may be returned within the return period shown for the relevant product, order or store policy.

For voluntary or change-of-mind returns, eligibility may depend on the product type, condition and applicable return requirements.

Different rules may apply where a product is defective, damaged, incorrect, unsafe or otherwise does not conform to the order or applicable legal requirements.

Customers are encouraged to contact VOX Frames as soon as reasonably possible after identifying an issue.

2. Products Eligible for Return

Depending on the circumstances, eligible returns may include:

• Unused products in resalable condition

• Products returned with original packaging and accessories where reasonably required

• Incorrect products delivered by VOX Frames

• Products received damaged

• Products received defective

• Products missing material components or accessories

• Products materially different from the confirmed order

• Other products meeting the applicable return conditions

Eligibility will depend on the reason for return, product condition and applicable consumer rights.

3. Non-Returnable or Restricted Products

Certain products may be subject to return restrictions because of hygiene, health, safety, customisation, usage or the nature of the product.

Where legally permitted, this may include:

• Products damaged, misused or altered after delivery by the customer

• Products missing essential components because of customer handling

• Hygiene-sensitive or personal-care products once opened

• Customised or personalised products

• Products subject to lawful product-specific restrictions

• Products identified as final sale where such a restriction is legally permitted

However, a return restriction or “final sale” designation does not remove any mandatory right that may apply where a product is defective, unsafe, incorrect, damaged on delivery or otherwise legally non-conforming.

4. How to Request a Return

To request a return, replacement or refund, contact VOX Frames customer support and provide the relevant order number and reason for the request.

Depending on the issue, we may ask for information such as:

• Product photographs

• Packaging photographs

• Delivery-label information

• Photographs or videos showing damage or defects

• Serial number or model information

• Details of missing accessories or components

• Other information reasonably necessary to review the request

Please keep the product, packaging and included accessories until the request has been reviewed.

VOX Frames will provide the applicable return, pickup or further assessment instructions.

5. Product Inspection

Returned products may be inspected where reasonably necessary before a voluntary refund, exchange or replacement is approved.

The review may consider:

• Product condition

• Packaging

• Included accessories

• Serial numbers

• Signs of misuse or accidental damage

• Reason for return

• Applicable return eligibility

• Whether the issue is covered by a warranty or mandatory consumer right

Inspection requirements will not be used to remove rights that cannot legally be restricted.

6. Damaged, Defective or Incorrect Products

If you receive a damaged, defective or incorrect product, contact VOX Frames as soon as reasonably possible.

Please keep the product, packaging, accessories and delivery information until the issue has been reviewed.

Depending on the circumstances and applicable requirements, the appropriate solution may include:

• Return and refund

• Replacement

• Repair without charge where applicable

• Another remedy available under applicable law

Where a defect is covered by applicable consumer-protection requirements, VOX Frames will handle the matter consistently with those requirements.

7. Missing Items or Accessories

If an order arrives with missing items, parts or accessories, contact VOX Frames customer support with your order details.

We may request photographs of:

• The package

• Shipping label

• Product

• Contents received

After review, VOX Frames will provide an appropriate available solution.

8. Exchanges

Exchange availability depends on:

• Product eligibility

• Product condition

• Stock availability

• Reason for exchange

• Applicable consumer rights

Where the requested replacement product is unavailable, VOX Frames may offer another appropriate solution.

For voluntary exchanges, a return and a new order may sometimes be required.

9. Return Shipping, Pickup or Drop-Off

Return arrangements may depend on:

• Product type

• Delivery location

• Reason for return

• Product size or weight

• Courier availability

• Applicable legal requirements

Where a return relates to an incorrect, damaged or defective product for which VOX Frames is responsible, the applicable return arrangement will be handled in accordance with applicable requirements.

For other eligible voluntary returns, any applicable return-delivery or collection cost will be communicated before the return is completed.

Customers should follow the return instructions provided by VOX Frames to help prevent loss or damage during return transport.

10. Refund Approval

Once an eligible return has been received and any required review has been completed, VOX Frames will process the approved refund.

The approved amount may depend on:

• Product price

• Discounts applied

• Applicable delivery charges

• Reason for return

• Condition of the product

• Applicable consumer rights

No deduction will be made where doing so would conflict with a mandatory legal right.

11. Refund Method

Approved refunds will normally be processed using the method appropriate to the original transaction.

For online payments, refunds may generally be processed through the relevant payment provider where supported.

Cash on Delivery orders may require another approved refund method.

VOX Frames may request appropriate information necessary to process the refund securely.

Customers should not send complete payment-card details by email.

12. Refund Processing Time

VOX Frames will aim to initiate an approved refund within a reasonable period after approval.

The time required for funds to appear may vary depending on:

• Payment method

• Bank

• Card issuer

• Payment provider

• Refund method

• Public holidays or processing schedules

Third-party banking or payment-provider processing times may be outside VOX Frames's direct control.

13. Order Cancellation

Customers may request cancellation before the order progresses beyond a stage at which cancellation is reasonably possible.

Cancellation may no longer be possible after an order has been packed, dispatched or transferred to a delivery provider.

Where cancellation is no longer possible, the request may need to be handled through the applicable return process after delivery.

Approved prepaid cancellations will be refunded using the applicable refund method.

14. Warranty & Repairs

Some products may be covered by manufacturer, supplier or statutory warranty rights.

Warranty conditions may vary by product.

Where repair is an appropriate remedy, VOX Frames or the applicable service provider may request product inspection or diagnosis.

A manufacturer's or supplier's warranty does not replace any mandatory consumer rights available under applicable law.

15. Customer-Caused Damage

VOX Frames may refuse a voluntary return or warranty claim where the issue results solely from circumstances such as:

• Misuse

• Accidental damage after delivery

• Unauthorised modification

• Improper installation by the customer

• Failure to follow applicable product instructions

This does not affect rights relating to defects or problems for which the customer is not responsible.

16. Promotional, Discounted & Bundle Products

Products purchased during promotions or with discounts remain subject to this policy and applicable consumer rights.

Where a product formed part of a bundle, promotional package or multi-item offer, the refund calculation may take the original promotion into account.

Any adjustment will be handled according to the applicable offer terms and legal requirements.

17. Fraud, Abuse & Repeated Misuse

VOX Frames may review return activity where there is a reasonable concern regarding:

• Fraud

• False claims

• Return abuse

• Item substitution

• Repeated misuse of promotional or return processes

VOX Frames may request additional verification or take reasonable protective measures where permitted.

This section does not remove legitimate consumer rights.

18. Changes to This Policy

VOX Frames may update this Return & Refund Policy when product categories, payment methods, delivery arrangements, return processes, business operations or applicable requirements change.

The latest version will be published on this page.

Where available, the page will display the date on which the policy was last updated.

19. Contact Us

For return, refund, damaged-product, defective-product or replacement enquiries, please contact VOX Frames customer support.

Email: [email protected]

When contacting us regarding an existing order, please include your order number where available.

Please do not send passwords, complete payment-card information or other unnecessary sensitive information by email.