Mity Shop Returns & Warranty Policy

1. Overview

Mity Shop, operated by Rookie Ninja General Trading LLC, is committed to ensuring your complete satisfaction with every purchase made at www.mityshop.com. This Returns and Warranty Policy ("Policy") sets out the conditions, procedures, and rights applicable to product returns, refunds, exchanges, and warranty claims. This Policy forms part of and must be read in conjunction with our Terms and Conditions. It is issued in compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection and its executive regulations.

2. The RMA Process (Return Merchandise Authorisation)

ALL product returns — whether for change of mind, incorrect item, fault, or warranty claim — must be pre-authorised through our RMA process. We do not accept returns without a valid, approved RMA number.

2.1 How to Request an RMA

To initiate a return, follow these steps:

• Step 1: Contact us by phone or email to submit your return request. Reach our support team at support@mityshop.com or call us during business hours (Sunday to Thursday, 9:00 AM – 6:00 PM GST).
• Step 2: Provide the following in your request: your order number; the product name and SKU (if available); a clear reason for the return; photographic or video evidence where the return relates to a fault, damage, or incorrect item.
• Step 3: Our team will review your request and respond within two (2) to three (3) business days with either an RMA approval and return instructions, or a request for further information.
• Step 4: Once approved, pack and ship your item in accordance with Section 5 of this Policy.

Items returned without a pre-approved RMA number will be refused upon receipt and returned to the sender. Any associated shipping costs will be borne by the customer.

3. 14-Day Return Period

You may request a return within fourteen (14) calendar days from the date you received your order, subject to the following conditions:

• The item must be completely sealed, unused, and in brand new condition.
• All original packaging, labels, stickers, accessories, cables, manuals, and documentation must be intact and undamaged.
• The item must not have been opened, activated, or registered.

Return requests submitted after the fourteen (14) day window will not be accepted unless the item is found to be faulty or covered under a valid warranty claim.

4. Non-Returnable Items

The following categories of items are strictly non-returnable and non-refundable, unless they arrive faulty, damaged, or materially different from what was ordered:

• Software, game codes, digital content, or downloadable items once accessed or activated.
• Consumable products, including batteries, ink cartridges, and cleaning materials.
• Items that have been opened, used, installed, or registered.
• Items with damaged, missing, or defaced packaging.
• Personalised, customised, or bespoke products made to your specific requirements.
• Hygiene-sensitive products including headsets, earphones, and wearable devices (where the hygiene seal has been broken).
• Gift cards and store vouchers.
• Any item explicitly marked as non-returnable at the time of purchase.

5. Packaging and Shipping Your Return

Once your RMA has been approved, follow these instructions carefully:

• Place the product in its original inner packaging (box, wrapping, foam inserts, etc.).
• Place the sealed original packaging inside a secure outer shipping box or protective courier bag.
• Clearly write or print your approved RMA number on the outside of the outer packaging. Do not write on the original product box.
• Include all original accessories, cables, manuals, warranty cards, and any bundled items.
• Ship the return to the address provided in your RMA approval email.
• Retain your shipping receipt and tracking number as proof of postage.

Customers are responsible for all return shipping costs unless the return is due to a fault, defect, or an error on our part, in which case we will arrange and cover the cost of collection.

6. In-Person Returns (UAE Customers)

UAE-based customers may return items in person at our registered address: Al Nasr Sports Building 02, Oud Metha Road, Dubai - UAE. The following conditions apply:

• A valid, pre-approved RMA number is mandatory. We cannot accept in-person returns without prior RMA approval.
• The item must meet all return eligibility conditions set out in Section 3 above.
• Please bring your original invoice or proof of purchase.
• In-person returns are accepted during standard business hours (Sunday to Thursday, 9:00 AM to 6:00 PM GST).

7. Faulty Goods and Defective Products

If you receive a product that is faulty, defective, damaged in transit, or materially different from what was described or ordered, you must notify us within forty-eight (48) hours of delivery. To report a faulty item:

• Email us at support@mityshop.com with your order number, a description of the fault, and clear photographic or video evidence of the issue.
• Alternatively, call us directly during business hours to report the issue.

Upon verification of the reported fault, we will offer one of the following resolutions at our discretion, consistent with applicable UAE consumer protection law: repair of the faulty item; replacement with the same or equivalent product; or full refund to the original payment method. The repair or replacement timeframe will depend on the manufacturer's assessment and logistics. We will keep you informed throughout the process.

8. Warranty Policy

8.1 Warranty Coverage

All products sold through Mity Shop are covered by the warranty period stated on your invoice. Warranty periods vary by product and manufacturer. Please check your invoice for the specific warranty term applicable to your purchase.

8.2 How to Submit a Warranty Claim

To raise a warranty claim, contact our support team by email at support@mityshop.com or by phone during business hours (Sunday to Thursday, 9:00 AM – 6:00 PM GST). You must provide: a copy of your original invoice; the product name, model, and serial number; a detailed description of the issue; supporting photographic or video evidence of the defect or malfunction. Our team will assess your claim and advise on next steps, which may include sending the product for manufacturer inspection or repair.

8.3 What the Warranty Does Not Cover

The warranty is strictly limited to manufacturing defects and does not extend to damage or failure caused by: misuse, neglect, or accidental damage; improper installation or setup; liquid damage or exposure to moisture; physical damage, including drops, cracks, or impact; overclocking, unauthorised modification, or tampering; failure to follow manufacturer instructions or guidelines; normal wear and tear.

8.4 Warranty Return Requirements

Items returned under a warranty claim must include all original components, accessories, and documentation. Incomplete returns may delay processing or result in rejection of the warranty claim.

9. Goods Found to Be Working Upon Inspection

If an item is returned as faulty or defective and, upon inspection by our team or the manufacturer, is found to be in full working condition, the following will apply: the item will be returned to you; return shipping charges may be applied and invoiced to you; no refund or replacement will be issued. We recommend thoroughly testing and documenting the fault before submitting a return or warranty claim to avoid inconvenience.

10. Refund Policy

10.1 Refund Processing Time

Upon receipt and inspection of a returned item, we will notify you of the outcome within five (5) business days. Approved refunds will be processed within seven (7) to fourteen (14) working days from the date of approval.

10.2 Refund Method

All refunds are issued using the same payment method as the original purchase. Processing times may vary depending on your bank or payment provider and are beyond our control.

10.3 Partial Refunds

We reserve the right to issue a partial refund where: only part of an order is returned; or a returned item shows signs of use, damage, or has missing components not attributable to a manufacturing defect or our error.

10.4 Exchanges

We offer exchanges for items of equal or different value, subject to availability. Please indicate your preference for an exchange when submitting your RMA request. Any price difference will be charged to or refunded to you accordingly.

11. Order Cancellations

Orders may be cancelled prior to dispatch by contacting us immediately at support@mityshop.com. Once an order has been dispatched, cancellation is not possible and the standard returns procedure must be followed upon delivery.