Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we’re unable to offer you a full refund or exchange.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all accessories, manuals, and tags included.

To complete your return, we require a receipt or proof of purchase (order number or invoice).

Non-Returnable Items

Several types of products cannot be returned, including:

  • Items that have been used, installed, or show signs of wear
  • Products returned without original packaging or with missing parts
  • Custom orders or special-order units
  • Gift cards
  • Rental items (subject to separate rental terms)
  • Clearance or final-sale items marked as non-returnable

Please do not send your purchase back to the manufacturer. All returns must be arranged directly with ecool.

Partial Refunds

In certain situations, only partial refunds may be granted (where applicable):

  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error
  • Any item returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we’ll send you an email to confirm we’ve received your item. We’ll also notify you whether your refund has been approved or rejected.

If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within a certain number of days.

Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account again.
  2. Contact your credit card company — it may take some time before the refund is officially posted.
  3. Contact your bank, as there’s often processing time before a refund appears.

If you’ve done all of this and still haven’t received your refund, please contact us at sales@deaura.ae (update to your ecool email once active).

Sale Items

Only regular-priced items are eligible for refunds. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, email us at sales@deaura.ae and send your item to:

ecool — Warehouse No. 8, Street 13, Al Qusais Industrial Area 2, Dubai, UAE

Warranty

Many of our products include a manufacturer or ecool warranty. Warranty claims are handled separately from returns — if your product develops a fault within its warranty period, contact us and we’ll arrange inspection, repair, or replacement as applicable.

Shipping Returns

To return your product, mail or deliver it to:

ecool — Warehouse No. 8, Street 13, Al Qusais Industrial Area 2, Dubai, UAE

You are responsible for paying your own shipping costs for returning an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted.

For larger or higher-value items (such as coolers, AC units, and heaters), we recommend using a trackable shipping service, as we can’t guarantee we’ll receive your returned item.

Need Help?

For any questions about refunds and returns, contact us:

  • Phone/WhatsApp: +971 50 225 1056
  • Email: sales@deaura.ae (update to your ecool email)
  • Address: Warehouse No. 8, Street 13, Al Qusais Industrial Area 2, Dubai, UAE