Returns and Exchanges
TouchScreens.ae supplies interactive displays and audio-visual equipment to organisations in Oman on a quotation basis only. There is no shopping cart, no checkout and no online ordering on this website, so the consumer-style change-of-mind return window used by retail stores does not apply here. Every supply is made against a formal quotation issued by our sales desk and a purchase order or written confirmation from the buyer, and any return, exchange or replacement of delivered equipment is handled as a commercial and warranty matter between us, the buyer and the manufacturer.
Manufacturer warranty is the primary route
Where equipment develops a fault after it has been delivered and accepted, the manufacturer warranty is the primary route to repair, replacement or exchange. The warranty holder, the warranty period, what the warranty covers and the service level quoted are stated on the quotation for your order. We coordinate the claim with the manufacturer or its authorised service partner on your behalf, and the manufacturer determination governs whether a unit is repaired, replaced or exchanged.
Damage or shortage found on delivery
Large-format panels, mounts and compute modules should be inspected at the point of delivery, before the delivery note is signed. A crushed carton, cracked glass, a missing item or a quantity shortage must be written on the delivery note at the time and reported to us immediately, with photographs of the packaging and of the unit as received. Transit damage reported after acceptance, with no note recorded on the delivery documentation, is difficult to pursue with the carrier or the manufacturer.
Equipment that fails on first use
If a unit is found to be non-functional when it is first powered on, stop using it, retain the original packaging and all accessories, and contact us straight away. Dead-on-arrival cases are escalated to the manufacturer as a priority. The reporting window that applies to your order is stated on the quotation, and it follows the dead-on-arrival terms the manufacturer sets for that brand.
Configured and special-order items
OPS modules and touchcomputers built to a requested processor, memory or operating-system configuration, made-to-order mounts and stands, brand-specific spare parts and any item sourced specially for a project follow the manufacturer terms for that item. Such items are frequently non-returnable once manufacturing or configuration has begun. Where this applies, it is stated on the quotation before you issue a purchase order.
How to raise a return or exchange
Write to info@touchscreens.ae or contact our sales desk with:
- The quotation or invoice reference for the order
- The manufacturer part number (MPN) and the serial number of the unit
- A description of the fault, or the reason for the return
- Photographs of the unit, the packaging and any error shown on screen
- The site address in Oman and a contact person for collection or a service visit
Items presented for return should be complete, with power supplies, pens, remote controls, brackets and documentation. Physical damage caused after acceptance, installation carried out by a third party outside the scope we quoted, and used consumables such as projector lamps fall outside the scope of a return. Any collection, restocking or carriage arrangement that applies to your order is stated on the quotation.