At Black Box, your satisfaction is our top priority. We aim to provide high-quality digital products, IPTV boxes, accessories, and smart devices with complete transparency and reliable customer support. If you are not fully satisfied with your purchase, we are here to help.

1. Eligibility for Returns

You may request a return if:

  • The product is defective, damaged, or not working upon arrival.
  • You received the wrong item or an item different from what you ordered.
  • The device is not functioning as described or has a manufacturing issue.

To be eligible for a return:

  • You must contact us within 7 days of receiving the product.
  • The item must be in original packaging, including all accessories, manuals, and box contents.
  • The product must not show signs of physical damage, misuse, or unauthorized repair.

2. Non-Returnable Items

For safety, licensing, and digital usage reasons, the following items cannot be returned or refunded:

  • Activated IPTV subscriptions
  • Used or installed IPTV Boxes
  • Software or digital codes
  • Opened earphones, headphones, or personal audio items (for hygiene reasons)
  • Products damaged by customer misuse, drops, or unauthorized modifications

If the product is defective upon arrival, we will replace it under our warranty rules.

3. Replacement Policy

If your product is eligible for replacement:

  • We will arrange free replacement for defective or incorrect products.
  • Replacements are processed within 3–7 business days after we receive and inspect the returned item.
  • If the same product model is unavailable, you may choose an alternative product of equal value or a store credit.

4. Refund Policy

Refunds are issued in the following cases:

  • If the product is out of stock after you placed an order
  • If the product cannot be repaired or replaced
  • If a verified defect is found and no alternative solution is possible

Refund method:

  • Refunds are processed to the original payment method or via store credit, based on customer preference.
  • Refund processing may take 5–14 business days, depending on the bank or payment provider.

5. Return Process

To initiate a return, please follow these steps:

Step 1: Contact Us

Email or message our customer support with:

  • Order number
  • Product name
  • Reason for return
  • Photos or video proof (if the product is damaged or defective)

Step 2: Approval

Our team will review your request within 24–48 hours and provide:

  • Return authorization
  • Pickup/Drop-off instructions

Step 3: Inspection & Resolution

Once we receive the product, our team will:

  • Inspect the condition
  • Confirm defect or issue
  • Approve replacement, refund, or repair

6. Warranty Information

Most electronic devices sold by Black Box come with a limited warranty covering manufacturing defects.
Warranty does not cover:

  • Physical damage
  • Water or heat damage
  • Misuse or improper installation
  • Software tampering or unauthorised apps

7. Order Cancellation

You may cancel your order before it is shipped.
If the order has already been dispatched, cancellation will not be possible.

8. Contact Us

If you have any questions about refunds, returns, or product issues, feel free to reach us:

📧 Email: support@blackboxiptvuae.com
📱 WhatsApp: +8801709888195
🌐 Website: Black Box UAE