Last updated: 1 June 2026
At GulfNet Emirates we want you to buy with confidence. This policy explains your options if you need to return an item, and how the warranty on our products works. It applies to purchases made through our online store at www.gulfnetemirates.com/drs and should be read together with our Terms and Conditions.
1. Your rights as a consumer
Nothing in this policy affects the rights you have under the consumer protection laws of the United Arab Emirates. If an item is faulty, damaged or not as described, you are entitled to a remedy regardless of the time limits that apply to change-of-mind returns below.
2. Faulty, damaged or incorrect items
If an item arrives faulty or damaged, or you receive the wrong item, please contact us within 7 days of delivery at [email protected] with your order number and a description or photographs of the issue. Once we have confirmed the fault, we will arrange collection or return at our cost and, depending on the situation and your preference, repair the item, replace it, or issue a full refund. This applies in addition to any manufacturer warranty.
3. Change-of-mind returns
If you simply change your mind, you may request a return within 14 days of delivery, provided the item is:
- unused and in its original, undamaged condition;
- in its original packaging with any factory seals intact;
- complete with all included accessories, manuals and free gifts; and
- accompanied by proof of purchase.
For change-of-mind returns, the cost of return shipping is the customer’s responsibility, and the original delivery cost (where one was charged) is not refunded. We may decline a return or apply a reasonable deduction if the item is returned incomplete or shows signs of use beyond what is needed to inspect it.
4. Items that cannot be returned for change of mind
Because of their nature, the following cannot be returned for change of mind, although they remain covered against faults and under warranty:
- enterprise drones, docks and equipment that have been activated, registered or flown;
- software, licences, subscriptions and digital activation codes once issued;
- items where the manufacturer’s seal has been opened or removed;
- custom-configured orders, special-order items and made-to-order bundles;
- clearance, ex-display or clearly discounted items sold as such.
5. How to request a return
To start a return, email [email protected] or call +971 4 897 2598 with your order number and the reason for the return. We will confirm whether the item is eligible and send you return instructions. Please do not ship an item back to us before receiving these instructions, as this helps us process your return quickly and correctly.
6. Refunds
Once we receive and inspect a returned item, we will notify you of the outcome. Approved refunds are issued to your original payment method. Please allow a reasonable period for the refund to appear, as the exact timing depends on your bank or card provider.
7. Manufacturer warranty
Products sold by GulfNet Emirates are covered by the manufacturer’s warranty against defects in materials and workmanship. The warranty period and exact terms are set by each manufacturer; for DJI products the standard warranty is typically 12 months from the date of purchase, and other brands may differ. As an authorised dealer, GulfNet Emirates will help you make a warranty claim and will liaise with the manufacturer or their service centre on your behalf.
8. What the warranty does not cover
Manufacturer warranties generally do not cover damage caused by accidents, crashes, fly-aways, misuse, or operation contrary to the product instructions; water or liquid damage on products that are not rated for it; damage from unauthorised modification or repair; consumable parts and normal wear and tear; or products with a removed or altered serial number. Where available for a product, an extended-cover or accidental-damage plan (such as DJI Care) can provide additional protection. Ask us before you buy if you would like this.
9. How to make a warranty claim
To make a warranty claim, contact us at [email protected] with your order number, the product details and a description of the issue. We will guide you through the next steps, including how to send the item in for assessment. Please back up and remove any data, and remove accessories or storage media, before sending a product for service.
10. Contact us
Gulf Net Emirates Company – LLC
Al Fattan Plaza, 6th Floor, Office 607, Dubai, UAE
Email: [email protected]
Phone: +971 4 897 2598
Frequently Asked Questions
What is the warranty on drones bought in the UAE from GulfNet Emirates?
Every drone sold by GulfNet Emirates carries the original manufacturer warranty against defects in materials and workmanship, with the exact term set by each brand. For DJI drones the standard cover is typically 12 months from the date of purchase, while other manufacturers apply their own periods. As an authorised dealer, GulfNet Emirates handles the claim on your behalf and coordinates directly with the manufacturer or their service centre so you do not have to ship internationally or negotiate with the OEM alone. Consumer protection rights under UAE law also apply on top of the manufacturer cover, which means faulty, damaged or misdescribed items remain eligible for a remedy regardless of the change-of-mind window.
Can I return a drone in the UAE if I change my mind after buying it?
A change-of-mind return can be requested within 14 days of delivery, provided the drone is unused, sealed in its original packaging, complete with all accessories, manuals and free gifts, and accompanied by proof of purchase. Return shipping in this case is the buyer's responsibility, and any original delivery charge is not refunded. Enterprise drones, docks and equipment that have already been activated, registered or flown do not qualify for change-of-mind returns because activation ties the airframe to an account and manufacturer records. Faults, damage or wrong-item deliveries follow a separate route and are covered without the 14-day restriction.
How does the drone returns policy in the UAE handle a unit that arrived damaged or faulty?
Damaged, faulty or incorrect deliveries must be reported to
[email protected] within 7 days of receipt, along with the order number and either a written description or photographs showing the issue. Once the fault is confirmed, collection or return shipping is arranged at GulfNet Emirates' cost, and you are offered a repair, a replacement unit or a full refund depending on the case and your preference. This route runs in parallel with the manufacturer warranty, so you are not forced to choose one over the other. Do not send the drone back before receiving written return instructions, as unauthorised shipments slow the process.
What UAV warranty terms in the UAE apply to accidental crashes, fly-aways or water damage?
Standard manufacturer warranties do not cover accidents, crashes, fly-aways, misuse, or operation contrary to the product instructions. Water or liquid damage is excluded on airframes that are not rated for it, and any damage caused by unauthorised modification or third-party repair also voids cover. Consumable parts, normal wear and tear, and units with a tampered or removed serial number fall outside the warranty as well. For pilots who want protection against operational mishaps, an accidental-damage plan such as DJI Care can be added at the point of purchase where the manufacturer offers it. Ask before ordering if this cover is available for your specific model.
Which items sold by GulfNet Emirates cannot be returned for change of mind?
Several categories are excluded from change-of-mind returns because of how they are activated or configured. Enterprise drones, docking stations and equipment that have been activated, registered or flown cannot be sent back on that basis, since the serial number is bound to an account. Software licences, subscriptions and digital activation codes are non-refundable once issued. Products with the manufacturer's seal opened or removed, custom-configured orders, special-order units, made-to-order bundles, clearance stock and ex-display items are also excluded. All of these still qualify for warranty support if a genuine fault appears, so exclusion from returns does not mean loss of after-sales protection.
How do I raise a warranty claim on a drone bought from GulfNet Emirates?
Warranty claims start with an email to
[email protected] or a call to +971 4 897 2598, quoting the order number, the product details and a clear description of the issue. GulfNet Emirates then guides you through the next steps, including how to package and send the unit in for assessment. Before dispatch, back up any onboard data, remove SD cards and detach accessories, since these are not needed for the service check and can be misplaced in transit. Because GulfNet Emirates is an authorised dealer, the claim is logged directly with the manufacturer or their regional service centre, which shortens the turnaround compared with routing a unit through a third party.
How long do refunds take after a returned drone is received?
Once a returned drone or accessory arrives at GulfNet Emirates, it is inspected against the return conditions and you are notified of the outcome. Approved refunds are issued back to the original payment method used at checkout, whether that was a card, bank transfer or another accepted channel. The exact time the refund takes to appear in your account depends on your bank or card provider rather than the store, so a reasonable clearing window should be expected. If the returned item is incomplete or shows signs of use beyond a normal inspection, a reasonable deduction may be applied or the return declined outright.
Is the manufacturer warranty valid across the GCC or only inside the UAE?
The warranty term is set by the manufacturer, not by the country of purchase, so the underlying cover follows the product. In practice, brands such as DJI operate regional service networks that honour valid claims across the GCC, but the paperwork and logistics are easier when handled through the original dealer. GulfNet Emirates coordinates the claim with the manufacturer or their service centre on the buyer's behalf, which is useful when the drone is deployed in Saudi Arabia, Qatar or elsewhere in the region. Keep the original invoice and serial number records, as these are the two documents every OEM asks for before opening a case.
Are software licences and digital subscriptions covered by the standard returns policy?
Software licences, subscriptions and digital activation codes are non-refundable once they have been issued, since the key or account entitlement is delivered instantly and cannot be reclaimed after use. This exclusion applies across mapping suites, flight-planning tools, fleet software and other digital SKUs sold through GulfNet Emirates. If a licence fails to activate, does not match the ordered SKU or is defective on the vendor side, that is treated as a fault rather than a change of mind, and it is resolved through the publisher's support channel with GulfNet Emirates coordinating the case. Confirm the version, seat count and platform before purchase to avoid ordering the wrong entitlement.
Does the returns policy affect my rights under UAE consumer protection law?
No. The store policy sits on top of the statutory rights that UAE consumer protection laws already grant to buyers, and it cannot reduce them. If an item is faulty, damaged in transit or not as described, the entitlement to a remedy stands regardless of the 14-day change-of-mind window and regardless of whether the manufacturer warranty period has started counting. This is why fault reports are handled through a separate route, with collection or return shipping paid by GulfNet Emirates once the issue is confirmed. Change-of-mind conditions apply only to discretionary returns, not to defective or misdescribed goods.
Who do I contact at GulfNet Emirates to start a return or warranty case?
Both returns and warranty claims are handled by the same customer service line: email
[email protected] or call +971 4 897 2598 during business hours. Include the order number, the product model, the serial number where available, and a clear description of the reason for contact. For faulty or damaged deliveries, add photographs of the packaging and the unit as received. The registered office is at Al Fattan Plaza, 6th Floor, Office 607, Dubai, UAE, which is where paperwork and service intake are coordinated. Wait for written return instructions before shipping any product back, as unauthorised parcels cannot be processed.
What documents should I keep to make a future warranty or return claim easier?
Keep the tax invoice from GulfNet Emirates, since proof of purchase is required for both returns and manufacturer warranty cases. Record the serial numbers of the drone, remote controller, batteries and any payloads, as OEMs match these against their activation database when opening a case. Retain the original packaging, foam inserts, cables and manuals for at least the 14-day change-of-mind window, because incomplete returns can be declined or partially refunded. For enterprise deployments, keep the flight logs and any DJI Care or extended-cover certificates on file, as these speed up assessment when a service centre reviews the claim.
