Refunds on Advance Payments and Deposits
TouchScreens.ae operates on a quotation basis. No payment of any kind is taken through this website: there is no cart, no checkout and no card entry, so there are no online transactions to refund. This policy applies instead to an advance payment, deposit or part payment made by a buyer against a confirmed quotation — a quotation we have issued and the buyer has accepted by purchase order or written confirmation — and to any overpayment received against an invoice.
When a refund may arise
- An order is cancelled by the buyer before the equipment has been shipped, allocated or configured, and cancellation is accepted under the terms of the quotation
- An item cannot be supplied because the manufacturer has discontinued it, or the model has reached end of life and no equivalent is accepted by the buyer
- We are unable to fulfil the order within the delivery window agreed on the quotation and the buyer elects not to wait
- A duplicate payment or an overpayment has been received against an invoice
- A payment was made against a quotation that expired before it was accepted, and the order does not proceed
How to request a refund
Send a written request to info@touchscreens.ae from the buyer official contact, quoting the quotation reference, the purchase order number, the invoice number if one has been issued, and the payment reference or transfer advice. Requests are acknowledged in writing and reviewed against the terms recorded on the quotation for that order.
How a refund is assessed and processed
Each request is assessed against the stage the order has reached. Where a manufacturer has already accepted a special order, where a unit has been configured to the buyer specification, where freight has been booked, or where installation resources have been committed, those costs are already incurred and are addressed in the settlement. The quotation for your order sets out the cancellation terms, what is recoverable and the period within which a refund is completed. We do not publish generic figures on this page, because they differ by manufacturer, by product and by project.
Approved refunds are returned to the originating payer, to the same account and by the same method as the original payment, and in the currency in which that payment was received. We do not pay refunds to a third-party account, or to bank details supplied by email without verification. Institutional and government buyers may instead be issued a credit note against the invoice where their procurement process requires it, or the balance may be applied to a replacement order at the buyer written request.
Faulty equipment already delivered
A refund is not the normal remedy for a fault in equipment that has been delivered and accepted. Those cases are handled under the manufacturer warranty and our returns process, which are described in the Return Policy.
Questions
For anything relating to a payment, a cancellation or a refund on a live order, write to info@touchscreens.ae with the quotation reference and we will respond in writing.