Before you return anything
Please contact us before sending any item back. Returns sent without our prior written authorisation may be refused or delayed. Your statutory rights are not affected by this policy.
Return eligibility
Whether a return is accepted depends on the reason for the return, the product, its condition and the terms stated in your quotation or order confirmation. Any return window that applies to your order is stated in that quotation or order confirmation. We will always consider returns where an item is faulty on arrival, damaged in transit, incorrect or incomplete.
How to request a return
Email info@elektromarine.com with:
- your order number or quotation reference
- the product name, model number and part number
- the quantity concerned
- the reason for the return and a clear description of the problem
- photographs of the item, labels and packaging where relevant
We will review your request and reply with the next steps.
Condition of returned items
Unless the item is faulty or incorrect, returned products should be unused, in their original condition and packaging, with all accessories, labels, manuals and documentation included. Items that have been installed, modified, damaged after delivery or connected incorrectly may not be eligible.
Damaged, defective, incorrect or incomplete deliveries
If your delivery arrives damaged, defective, incorrect or incomplete, report it as soon as possible after delivery, with photographs of the item and packaging. Where we confirm the problem, we will arrange a replacement, repair, missing parts or a refund, and cover reasonable return shipping costs.
Used and refurbished equipment
Used and refurbished items are described in your quotation, including any inspection or testing performed. Returns for these items are assessed against that description. If an item does not match what was agreed, contact us and we will put it right.
Special-order, obsolete and custom-sourced parts
Many marine parts are ordered specifically for a customer or sourced from limited stock. Where an item was sourced to order or is obsolete, the conditions for returning it will be stated in your quotation before you order. This does not affect returns for faulty, damaged or incorrect items.
Missing accessories and documentation
If accessories, manuals or certificates listed in your order confirmation are missing, tell us promptly and we will supply them or agree a fair solution.
Return authorisation
If we approve your return, we will issue a return authorisation reference and instructions. Mark the reference clearly on the package and include a copy of the authorisation inside.
Return shipping costs
Where a return is due to our error or a fault present on delivery, we pay reasonable return shipping costs. For other approved returns, the customer pays return shipping, customs charges and insurance, unless we agree otherwise in writing.
Inspection of returned goods
We inspect returned items on arrival. If an item is not in the expected condition or the reported fault cannot be confirmed, we will contact you to discuss the options, which may include returning the item to you at your cost.
Refunds
Approved refunds are issued to the original payment method or by bank transfer to the paying account, in the original currency. We will tell you when the refund has been processed. The time it takes to reach your account depends on your bank or payment provider. Original shipping charges and bank charges may not be refundable unless the return is due to our error.
Replacements and exchanges
Where a replacement or exchange is agreed and available, we will dispatch it once the returned item has been received and inspected, or sooner if we agree this with you.
Order cancellations
To cancel an order, contact us as soon as possible. If we have not yet sourced, prepared or shipped the items, we will cancel the order and refund any payment. If costs have already been incurred, we will tell you before proceeding.
Warranty claims
Where a warranty applies, its terms are stated in your quotation or order confirmation. To make a claim, follow the return request steps above and include details of how the fault appeared and how the item was installed.
Your legal rights
Nothing in this policy removes or limits any rights you have under the law that applies to your purchase.
Contact us
Elektro Marine LLC (trading as Fire Detection)
Email: info@elektromarine.com
Phone: +971 58525 1242
Address: Warehouse 3 - 4, Plot 61H2, Block I, Al Hail Industrial Area, Fujairah, UAE