Refund policy

Last Updated: August 10, 2026

This Return and Refund Policy explains when you can return a product purchased from Al Kaukaban Enterprises LLC, trading as AKE53, how to do it, and what you can expect in return. We have written it in plain language and without exclusions buried in the small print. Please read it in full before placing an order and before sending anything back to us.

1. Our Approach to Returns

We accept returns on eligible products. Eligibility depends on the product you have purchased, because some of the items we supply cannot be resold once they have left our premises. Where a return is not possible, we say so clearly in section 4 of this policy rather than letting you find out after you have shipped an item back to us.

Nothing in this policy limits your statutory rights under the consumer protection laws of the United Arab Emirates, including Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations.

2. Return Window

Return requests must be raised with us within 3 to 4 weeks of the date your order was delivered. The exact window that applies depends on the product category.

• The return window starts on the date your order is marked as delivered by the carrier.
• The specific window that applies to your product is confirmed in writing by our customer support team when you contact us to request a return.
• Requests raised after the applicable return window has closed cannot be accepted as standard returns. If you are outside the window, contact us anyway and explain the situation. We would rather look at the facts than apply a cut-off blindly.
• The return window does not apply to items that are non-returnable under section 4 of this policy.

3. Return Eligibility Conditions

To be accepted, a returned item must meet all of the following conditions.

• The item must be unused and in the same condition in which you received it.
• The original packaging must be intact and undamaged.
• The original box must be included.
• All tags, labels, and seals must still be attached and unbroken.
• All accessories, keys, fixings, manuals, warranty cards, and free items supplied with the product must be included.
• The item must not have been installed, fitted, drilled, modified, cut, programmed, or altered in any way.
• Proof of purchase, such as your order number or order confirmation, must be provided.

4. Non-Returnable and Non-Refundable Items

The following items cannot be returned, exchanged, or refunded once purchased. This is not a commercial preference. These products either cannot be verified as unused after they leave us, or cannot lawfully and safely be resold.

• Any product containing an electronic chip board. This includes, without limitation, digital locks, electronic locks, electric locks, smart locking systems, keypad and biometric locking products, and any similar electronically operated hardware.
• Digital products and downloadable products of any kind.
• Items returned outside the applicable return window.
• Items returned without prior return authorisation from AKE53.
• Items that have been used, installed, fitted, programmed, modified or damaged after delivery.
• Items returned without their original packaging, original box, tags or included accessories.

This exclusion does not apply where an electronic product arrives damaged in transit, arrives defective, or is not the item you ordered. Those situations are covered by sections 11, 12, and 13 of this policy and are always resolved.

5. Sale, Clearance and Discounted Items

Items purchased on sale, on clearance, or with a discount code are eligible for return and exchange on exactly the same terms as full-price items, provided they meet the eligibility conditions in section 3 and are not listed as non-returnable in section 4. We do not operate a separate final sale category.

6. Return Authorisation Is Required

Return authorisation from AKE53 is required before you send any item back to us. This protects both sides. It confirms your item is eligible before you spend money on return shipping, and it allows us to match your parcel to your order when it arrives.

• Do not ship any item back to us before you have received written return authorisation.
• Unauthorised returns may be refused on receipt, or returned to you at your cost.
• Return authorisation is issued by email and confirms the return address, the return reference, and any specific packing instructions for your item.

7. How to Request a Return or Exchange

Requesting a return is straightforward.

Step 1.

Email our customer support team at sales@ake53.com within the applicable return window.

Step 2.

Include your order number, the name of the item or items you wish to return, the reason for the return, and whether you are requesting a return or an exchange.

Step 3.

Attach clear photographs of the item and its packaging. This helps us assess the request quickly and is required for damaged, defective, wrong, or missing item claims.

Step 4.

Our team will review your request and respond within 24 hours. If your item is eligible, we will issue written return authorisation with the return address and instructions.

Step 5.

Pack the item securely in its original packaging, including the original box and all accessories, and ship it to the return address provided.

Step 6.

Send us the return tracking number so that we can monitor the parcel and process your resolution without delay.

You may also contact us on +971 55 780 1576, by WhatsApp, through live chat, through our contact form, or by message on Facebook Messenger or Instagram. All return requests are confirmed in writing by email, regardless of how they are first raised.

8. Return Shipping Costs and Return Address

• Returns are shipped back to us by the customer. AKE53 does not arrange collection from your address.
• A prepaid return label is not provided.
• The cost of return shipping is paid by the customer.
• The customer is responsible for any duties, taxes, or clearance charges arising from a returned international shipment.
• We strongly recommend using a tracked and insured shipping service. Until a returned parcel reaches us, it remains the customer's responsibility, and we cannot process a resolution for a return that does not arrive.
• Return address: Returns Department, Al Kaukaban Enterprises LLC (AKE53), Fikree Building, Shop No. 30, Baniyas Square, Opposite Mount Royal Hotel, Deira, Dubai, United Arab Emirates

Where an item is being returned because it arrived damaged, arrived defective, or was not the item you ordered, you will not be left out of pocket for return shipping. Contact us before shipping, and we will confirm how the return will be handled and how the cost will be covered.

9. Restocking Fees

AKE53 does not charge restocking fees. No amount is deducted from your resolution for handling, inspection, or restocking.

10. Inspection of Returned Items

Every returned item is inspected on arrival at our facility. We check the condition of the item, the completeness of the packaging and accessories, and whether the item matches the return authorisation issued.

If a returned item does not meet the eligibility conditions in section 3, we will contact you, explain exactly what the issue is, and send you photographs of the item as we received it. We will then work with you to reach a fair outcome by mutual agreement. That may be a partial resolution, a return of the item to you at your cost, or another arrangement we agree on. We will not simply keep an item and close the case.

11. Refunds

Once your returned item has been received and inspected, and your return has been approved, your refund is processed as follows.

• Refund method: Approved refunds are issued as store credit, which can be used against any future purchase on www.ake53.com.
• Refund processing time: store credit is issued within 5 to 10 business days of your return being approved.
• You will receive an email confirmation as soon as your store credit has been issued.
• Original shipping charges are not refundable.
• Return shipping costs paid by the customer are not refundable, except where the return arises from a damaged, defective, or incorrectly supplied item.
• Duties, taxes, and import charges paid to a customs authority are not refundable by AKE53. These may be recoverable directly from the customs authority in your country.
• AKE53 does not offer partial refunds as standard. Where a case does not fit neatly into this policy, we will discuss it with you and agree on an outcome directly.

Where a product is found to be defective, faulty, or not as described, your statutory rights under UAE consumer protection law apply in addition to the above, and we will discuss the appropriate remedy with you, which may include repair, replacement, or refund.

12. Exchanges

We are happy to exchange eligible items.

• Exchange window: exchange requests must be raised within 14 days of the delivery date.
• Exchange authorisation is required before you ship the item back, in the same way as a return.
• The item being exchanged must meet all of the eligibility conditions in section 3 and must not be listed in section 4.
• Exchange processing time: once your returned item has been received and approved, the replacement is dispatched within 5 to 7 business days.
• Return shipping for an exchange is paid by the customer, unless the exchange arises from a damaged, defective, or incorrectly supplied item.
• If the replacement item is higher in value than the original, the difference is payable before dispatch. If it is lower in value, the difference is issued as store credit.
• Where an exchange is not possible because the replacement is unavailable, we will offer store credit instead.

13. Damaged, Defective, Wrong, or Missing Items

These situations are always resolved, including for products that are otherwise non-returnable. Please report them promptly so that we can act while the carrier claim window is still open.

13.1 Item damaged in transit

• Contact sales@ake53.com within 7 days of delivery.
• Provide your order number, a description of the damage, photographs of the damaged item, and photographs of the outer and inner packaging.
• Retain the item and all packaging until your claim has been assessed.
• Once verified, we will arrange a replacement, an exchange, store credit, or a refund, depending on the product and the extent of the damage. Return shipping in these cases is not paid by you.

13.2 Wrong item received

• Contact sales@ake53.com within 7 days of delivery.
• Provide your order number and clear photographs of the item you received, including any labels or part numbers on the item and its box.
• We will verify the error against your order and arrange for the correct item to be supplied. You will not be charged the cost of returning the incorrect item, and you will not be charged shipping on the correct replacement.

13.3 Defective item received

• Contact sales@ake53.com within 7 days of delivery.
• Provide your order number, a clear description of the fault and photographs or a short video showing the issue.
• Our team will assess the fault. Where a manufacturing defect is confirmed, we will arrange an appropriate resolution, which may be a replacement, an exchange, store credit or a refund.
• This applies to electronic and chip board products as well, even though they are otherwise non-returnable.

13.4 Part of your order is missing

• Contact sales@ake53.com within 7 days of delivery.
• Provide your order number and details of the item or items that are missing, along with photographs of everything you did receive, including the packaging.
• We will check your order against our dispatch records. Please note that orders shipped from more than one location may arrive in separate parcels on different dates, so it is worth checking your tracking details first.
• Where an item is confirmed as missing, we will dispatch it to you at no additional cost or provide an appropriate resolution if it is no longer available.

14. Order Cancellations and Modifications

• Orders cannot be modified or cancelled by the customer once they have been placed and paid for.
• The delivery address on an order can be changed before the order is shipped. See section 11 of our Shipping Policy for how to request this.
• There are no cancellation fees because customer-initiated cancellation is not available after an order is placed.
• AKE53 reserves the right to cancel or refuse an order. The most common reason is that a product is out of stock. We also reserve the right to cancel, hold, or review any order we reasonably suspect to be fraudulent.
• Where we cancel an order, you will be notified promptly and will not be charged for the cancelled item or items. If payment has already been taken, we will discuss the appropriate resolution with you directly.

15. Warranty

AKE53 does not offer a separate product warranty or guarantee beyond the remedies set out in this policy and your statutory rights under applicable consumer protection law. Some products may carry a manufacturer warranty provided by the producer of that item. Where a manufacturer's warranty applies, the details are supplied with the product, and we will help you make contact with the manufacturer if you need it.

16. Changes to This Return and Refund Policy

We may update this policy from time to time. The revised version takes effect from the date it is published on this page, and the Last Updated date at the top of this page will always reflect the most recent revision. The policy that applies to your order is the version published at the time your order was placed.

17. Contact Us About a Return

If you have any questions about this policy or you need help with an order, please reach out to us using the details below: