faq

You need to call your card issuing bank to check your eligibility and EMI options.

Samsung takes your security seriously. We implement many layers of safety to protect your privacy. Our site has security measures in place to protect against the loss, misuse and alteration of the information under our control. All transmissions that include personally identifiable information are protected using the industry standard SSL (Secure Socket Layer) protocol encryption technology to protect against information loss, and assure a secure and trusted experience. In addition, we utilise other physical and contractual practices, and policies to safeguard your information. However, it is important to know that no online data transmission can be guaranteed to be 100% secure.

You will receive a payment confirmation email.

No, paying online is completely free of charge.

Please call us toll-free at 800-7267864, seven days a week, 8 am to 10 pm, and we will take care of the rest.

It usually takes approximately up to 15 days for your refund to be issued depending on your bank.

If you have correctly entered all your information and are still unable to complete the checkout process, we may need further information for our security check. Alternatively, you can try a different payment mode. Please call us toll-free at 800-7267864, seven days a week, 8 am to 10 pm to receive assistance while placing an order.

All prices displayed are inclusive of VAT. You can see the complete breakdown at the time of Checkout.

It is possible your shipment was split based on product availability and that the missing items will be shipped when they become available. Your shipment confirmation will include a list of all products included in your shipment. To track your order, please check your Order History.

Please call us toll-free at 800-7267864, seven days a week, 8 am to 10 pm to report an incomplete shipment, and we will check the status of your missing items.

We apologise for any inconvenience this may have caused. We do everything we can to ensure that your online shopping experience with us is hassle-free, and we will try our best to fix the situation as soon as possible.

Unfortunately, we currently only deliver to addresses in the United Arab Emirates.

We try to fulfill all orders within 24 hours. However, due to circumstances beyond our control, we are unable to guarantee same-day deliveries. We are working on providing this facility in the near future.

Delivery is free of charge.

Yes. However, during some promotional periods this feature may not be available

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Give us a call toll-free at 800-7267864, seven days a week, 8 am to 10 pm, or email us. We will then email you an e-receipt which you can use to return the device.

Unopened products in their original, unused condition can be returned within a period of up to 14 days from the date of purchase.

It's very easy to return or exchange a product when you shop online with us. You can schedule a pick-up or go to any one of the below locations and drop off your product:

1. Samsung Brandshop Marina Mall, Abu Dhabi.
2. Samsung Brandshop Dubai Mall, Dubai.
3. Samsung Brandshop City Centre Deira, Dubai.
4. Eros Service Center (Hitachi Building, Al Quoz 3, Near Al Quoz Mall, Behind Dubai Driving School, Dubai).

Unfortunately, you can only return products to any of the Samsung Stores listed below.

1. Samsung Brandshop Marina Mall, Abu Dhabi
2. Samsung Brandshop Dubai Mall, Dubai
3. Samsung Brandshop City Centre Deira, Dubai
4. Eros Service Center (Hitachi Building, Al Quoz 3, Near Al Quoz Mall, Behind Dubai Driving School, Dubai)

The excess on your Samsung Care+ is 180 AED + taxes for all successful claims, which must be paid before your claim can be processed.

If it is decided your phone needs to be replaced, the Samsung Care+ policy and its remaining protection plan shall be transferred to the new phone received.

You can submit a claim request by visiting one of our Authorized Samsung Centers. If you're abroad, you can initiate a claim instantly by contacting us on 8007267864 and later submitting your phone to the Authorized Samsung Center when returning back to your country of residence.

Your Samsung Care+ plan allows you to claim two accidental damage repairs. Once all claims are consumed, the device shall continue to be covered with Extended Warranty until the Samsung Care+ plan expires in 24 months from plan purchase date.

You can purchase Samsung Care+ along with the purchase of a new Samsung Phone. You can also purchase Samsung Care+ within a 30 days window from the date you first purchased your device. Kindly note that Samsung Care+ plan only applies on a target list of devices.

The 'cooling off period' is within thirty (30) day period from the Samsung Care+ purchase date. If you change your mind during the cooling off period, you can cancel your policy and we’ll refund any premium paid provided that no claim has been submitted. If you've already consumed all or part of the Samsung Care+ benefits, then the premium paid will no longer be refundable. If your policy was cancelled by us due to misuse or fraud, then these rights do not apply (see our Terms and Conditions below for more details).

If you want to cancel your policy within the cooling off period and requesting a refund, Please check with the Retailer you purchased Samsung Care+ from.

This policy is underwritten by Alliance Insurance PSC., which has its registered office in Dubai, U.A.E. and operates under the trading name Alliance Insurance PSC. Business address is: Warba Centre 2nd & 3rd Floor Deira, Dubai United Arab Emirates Allliance Insurance PSC is an insurer licensed to act in the United Arab Emirates with corporate identification No 206782 and registered with the Federal Tax Authority No 100042583300003

Yes, the device is considered faulty if there is a crack on the screen.

The voucher will be valid for 2 days once you receive it.

The offer is valid until 30th November, 2018.

Your old phone must meet the minimum requirements set in the Is your phone eligible? section on this page.

If you attempt to trade in a phone which doesn’t meet the requirements we have specified, a new value will be given by our online Trade-up partner.

New revised values are given based on the actual condition of the phone by the Samsung authorised Trade-up partner. Our partner ensures you get the best value.

Back up your files, photos and other data, and remove your SIM and any memory cards. The Samsung authorised Trade-up partner cannot recover any data from your phone after you hand it over. Please make sure to include the charger for your old phone. If possible, please also include the box and any accessories.

If you exercise your right to cancel and return the new phone during the 14-day return poilcy, we will endeavour to return your Trade-up phone, but this cannot be guaranteed.

If the model you want to trade in is not listed, we currently do not purchase this model.

No, only one voucher can be used at a time.

We require the handset only. However, you can also include your old chargers if you wish to dispose them.

The balance Trade-up amount is sent to your specified account in 4-5 days by bank transfer once the final evaluation is done.

No, only bank transfer will be done for security reasons.