Shipping, Returns, Refund & Exchange Policy SkyTrak Dubai | www.skytrak.ae | Last updated: 8 July 2026 At SkyTrak Dubai, we are committed to providing high-quality products and excellent customer service. This policy explains how we ship orders and your rights to return, exchange, or receive a refund on your purchase. It is provided in accordance with applicable UAE federal legislation, including Federal Law No. 15 of 2020 on Consumer Protection (and its Executive Regulations under Cabinet Decision No. 66 of 2023) and Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means (the UAE E-Commerce Law). Nothing in this policy limits your statutory consumer rights under UAE law. Part 1 — Shipping Policy 1.1 Order Processing Orders are processed and dispatched within 1–2 business days of payment confirmation, excluding public holidays. You will receive an email confirmation once your order has been dispatched. 1.2 Delivery Timeframes United Arab Emirates: 1–3 business days from dispatch. GCC countries (Saudi Arabia, Oman, Bahrain, Qatar, Kuwait): typically 5–10 business days from dispatch, depending on destination and customs clearance. Delivery timeframes are estimates and not guaranteed. Delays caused by customs, courier operations, weather, or circumstances beyond our control are not the responsibility of SkyTrak Dubai, though we will keep you informed and assist wherever possible. 1.3 Shipping Costs Shipping costs are calculated at checkout based on the weight, dimensions and delivery destination of your order and will be shown in full before you complete payment. 1.4 Shipping Zones We currently ship within the United Arab Emirates and to other GCC countries (Saudi Arabia, Oman, Bahrain, Qatar and Kuwait). For GCC deliveries, the customer is responsible for any applicable customs duties, import taxes, or clearance fees levied by the destination country, unless otherwise stated at checkout. 1.5 Order Tracking A tracking reference will be provided by email once your order is dispatched so you can follow its progress with our courier partner. 1.6 Large or Freight Items Launch monitors, simulators, projectors and other large equipment are shipped via standard courier/freight. Installation and setup are not included as standard; if you require installation or training services, please contact us separately to arrange this as an add-on. Please inspect all packages upon arrival before signing for delivery where possible and refer to Section 2.4 below if your item arrives damaged or incorrect. 1.7 Failed or Delayed Deliveries If a delivery attempt fails because no one is available to receive the order, our courier partner will attempt redelivery or leave collection instructions. Additional delivery charges may apply for repeated failed delivery attempts due to incorrect or incomplete address information provided by the customer. Part 2 — Returns, Refund & Exchange Policy 2.1 Return Eligibility You may request a return within 30 calendar days from the date of delivery, provided that: • The product is unused and in its original condition. • The product is returned in its original packaging with all accessories, manuals, cables and included components. • The product is free from damage, scratches, dents, or signs of misuse. • Proof of purchase (invoice or order confirmation) is provided. This 30-day change-of-mind return window is offered by SkyTrak Dubai as a customer service policy; it is separate from and in addition to your non-waivable statutory rights for defective, damaged, or incorrectly supplied goods described in Section 2.4 and Section 2.8, which apply regardless of this window. 2.2 Restocking Fee A restocking fee of up to 40% of the product value may apply to change-of-mind returns under Section 2.1 if the product has been opened and shows signs of use, the original packaging is damaged or missing, accessories or components are missing, the product cannot be resold as new, or the product has been damaged due to improper handling by the customer. Launch monitors, projectors and other electronic equipment will be inspected upon return before any applicable restocking fee is determined. This restocking fee does not apply to returns arising from a manufacturing defect, damage in transit, or an incorrect or non-conforming product supplied by SkyTrak Dubai (see Section 2.4), as these are covered by your statutory rights under UAE consumer protection law. 2.3 Non-Returnable Items The following items are not eligible for change-of-mind return under Section 2.1: • Software licenses and digital downloads. • Subscription plans and activation codes. • Custom-built simulator packages. • Installation, delivery, training and other service charges. • Products damaged due to misuse, negligence, accidental damage, or unauthorized repairs. • Clearance, promotional, or final sale items (unless defective). Custom-built simulator packages and other items listed above remain fully covered by the applicable manufacturer's warranty (Section 2.8) and by your statutory rights for defective or non-conforming goods — this exclusion applies only to change-of-mind returns. 2.4 Damaged, Defective, or Incorrect Products If your product arrives damaged, defective, or is not what you ordered: • Notify SkyTrak Dubai within 24 hours of delivery by calling +971 56 9667726 or emailing operations.gcc@skytrakgolf.com. • Email clear photographs of the product, packaging and shipping label. • Keep all original packaging until the claim has been resolved. Once verified, SkyTrak Dubai will repair, replace, or refund the product at no additional cost, as appropriate, in accordance with Federal Law No. 15 of 2020 on Consumer Protection. 2.5 Return Shipping • Customers are responsible for return shipping costs for change-of-mind returns. • SkyTrak Dubai will cover return shipping for defective, damaged-in-shipping, or incorrectly supplied products. • We recommend using a tracked and insured courier service for all returns. 2.6 Refunds • Approved refunds will be processed to the original payment method. • Please allow up to 14 business days for processing. • Shipping, installation and service charges are non-refundable unless the return is due to an error by SkyTrak Dubai. • If a product you purchased is discounted within one week of your purchase date, you are entitled to a refund of the price difference, in line with the UAE Consumer Protection Law Executive Regulations. 2.7 Exchanges • Products may be exchanged within 30 days of delivery, subject to stock availability and inspection. • Customers are responsible for exchange shipping costs unless the exchange is due to a defective or incorrect product. 2.8 Warranty • All products, including custom-built and non-returnable items, are covered by the applicable manufacturer's warranty. • The warranty does not cover accidental damage, physical damage, water damage, improper installation, unauthorized modifications or repairs, normal wear and tear, or misuse. 2.9 Return Authorization • All returns must be approved by SkyTrak Dubai before being shipped. • Please contact customer support with your order number and reason for the return before sending any product back. 2.10 Your Statutory Consumer Rights This policy is provided in accordance with applicable consumer protection laws in the United Arab Emirates, including Federal Law No. 15 of 2020 on Consumer Protection, its Executive Regulations (Cabinet Decision No. 66 of 2023) and Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means. Nothing in this policy limits, waives, or restricts your statutory consumer rights, including your right to a repair, replacement, or refund for defective or non-conforming goods. If you are unable to resolve a complaint with us directly, you may contact the Dubai Corporation for Consumer Protection and Fair Trade, or the UAE Ministry of Economy and Tourism's consumer protection department via consumerrights.gov.ae. Contact & Company Details SkyTrak Dubai SkyTrak Dubai is a trading name of Alnajdiyah General Trading L.L.C, licensed by the Dubai Department of Economy and Tourism. • Registered address: Tiara Residence, Palm Jumeirah, Dubai, United Arab Emirates • Trade licence number: 1044857 (Dubai Department of Economy and Tourism) • Commercial Register No.: 1698707 • Tax Registration Number (TRN): 104691475800003 • Customer support email: operations.gcc@skytrakgolf.com • Customer support phone: +971 56 9667726 For all shipping, return, refund, exchange, or warranty requests, please contact our customer support team using the details above before sending any product back.