This is a demo store. Any orders placed through this store will not be honored or fulfilled.



  • General
  1. Can I shop online and still avail the emax store experience?
    1. Absolutely! You can browse through emaxme.com to view our products and then visit our stores to make your purchase. Alternatively, you can avail our ‘click and collect’ service to experience the best of the online and in-store worlds (more information about ‘click and collect’ is available in the services page).
  2. Will my personal data (Name, number, address, card details etc) be safe?
    1. We guarantee you a secure shopping experience through our securely encrypted payment gateways. More over our encrypted secure channels and Privacy Policy guarantees that all your personal information is protected and free from misuse. Please go through our ‘Privacy Policy’ for more details.
  • Account Information
  1. Why do I need an account with emaxme.com?
    1. An online account with emaxme.com helps us to tailor our offering based on your preference and in the process, enhance your shopping experience. It also helps you save your details, create wish lists and give feedbacks and recommendations to make the buying process better and more convenient.
    2. How do I create an emaxme.com account?
      1. Click on the signup button on the right top corner of the page and follow the instructions that follow. It’s simple and hassle free!
      2. Do I need to register to shop?
        1. No. You can always browse and purchase a guest in case you do not want to register with us.
        2. I am unable to remember my password. What do I do?
          1. Simply click the ‘forgot my password’ button on the login page and follow the instructions. We’ll fetch you your password in no time.
        3. I did not subscribe to mails from emaxme.com. How do I unsubscribe?
          1. In order to make sure our customers are informed about our best offers and services, all registered users are automatically included in our mailing list. In case you want to unsubscribe you can click the unsubscribe button at the bottom of the page.
  • Order Placing:
  1. I was unable to complete the purchase. What will happen to product?
    1. We have saved your product in the cart. Simply login and complete the order.
    2. A product I want is out of stock. What do I do?
      1. Simply add the product to your wish list (click on the notify me option). We will let you know the moment the product becomes available.

 

  1. How do I view my orders?
    1. All your orders and related information are available in the “My Orders” tab under the “My Account” section.
    2. Can I cancel my order?
      1. You have the option to cancel the order before the order is shipped. If the order has been shipped, do get in touch with our customer care.
      2. Will I get a confirmation mail when I complete my purchase?
        1. Yes. After every successful purchase (after payment) you will get a confirmation mail along with the order number, order details and payment details. You will also get a text message which contains your order number.
        2. How do I track my order?
          1. You can use the order number to track your order via our website or by contacting our customer care.

 

  • Payments

1. How do I pay for an Emax purchase?

Emax offers you multiple payment methods. take all sorts of cards and payment methods, including these:

 

Online

               

Select your favorite payment method from the convenient payment options we provide. When selecting Credit Card, fill out your card details. Once done, just click "Place Order".

 

2. Are there any hidden charges when I make a purchase on Emaxme.com?

NO hidden charges. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay. Delivery charges may be extra depending on the buyer’s discretion.

 

3. Do you offer CoD right now?

No. We only accept cash payments in store for orders placed at that time.

 

 

 

4. What is Emax’s Smartpay Plan?

With Smartpay, you can choose to pay in easy installments of 24 months with credit cards from the following banks:

  • Dubai Islamic Bank
  • Emirates NBD
    • Mashreq Bank
    • ADCB

Visit www.emaxme.com/smartpay for more details.

 

  • Shipping and Delivery

1. What are the delivery charges?

Delivery charges varies with the value of your single order.

The delivery charge for your purchase will be mentioned at the checkout page before placing the order.

However, if you are our VIP/VVIP customer, there will be no delivery charges on your orders. For more details on VIP program, click here.

 

  1. 3.       What is the estimated delivery time?
    Three delivery options are available:

Standard Delivery: An order placed will be delivered in 3-4 business days*. See program terms & details.

Same-Day Delivery: Order before 4 PM, and get your items delivered on the same day. Orders received after 4 PM will be delivered the next day. See program terms & details.

Express Delivery: Order before 4 PM and get your items delivered within 4 hours of your purchase. See program terms & details.

 

 

When can I get it?

Cost

Important Info

Standard

3-4 business days

Free

 

Same Day

Delivered on the same day

Free

 

Express

Within 4 hours of purchase

75 AED

 

 

 

 

 

 

 

3. I need to return an item, how do I arrange for a pick-up?

Returns are easy and can be done within 7 days of purchase. Initiate your return via our app, website or contact our customer care center 800-Emax (3629). You will receive a call explaining the process, once you have initiated a return. 
Wherever possible Emax will facilitate the pick-up of the item. In case the pick-up cannot be arranged through Emax, you can always visit the store to return it instantly.

 

4. Where do you deliver?

 

We deliver across UAE. To find out if we come to your area, just enter your postcode on the page of the item that you want to buy. If you’d rather collect in-store of Emax, use our store locator to find your closest collection point.

 

 

  • Warranty and Returns

 

1. I bought a product from Emax and I found that it is not working properly? What next?

We will accept return of the item within 7 days of your purchase if the item is not working or is found defective. If the product is found to be defective after 7 days from date of purchase, visit our service center you may call customer care at 800-Emax(3629) you can visit any of our stores to return the product. 

 

2. What is your return/cancellation policy?

            To return an item you ordered:

     1. Go to the Returns Support Centre and click Return items. 

     2. Find the order you want to return. Select the item(s) you want to return. 

     3. Select an option from the Reason for return menu, and then add any additional information in           the Comments box. Click on Continue. 

     4. Select your preferred return shipping method. You can choose from Self-Return or Emax pick   up (subject to availability based on your location). Click on Submit. 

 

               3. How long will my refund take to credit?

If you return your item directly to a store:

We’ll process your refund immediately. If you have paid by credit or debit card, the money could appear in your account in 3-5 business days.

If you return your item through an agent of Emax

We’ll process your refund as soon as the returned item arrives back and the refunds usually can take up to 5-6 business days.

Payment Method 

Refund Method 

Refund Time-frame

(After the return is received by Emax) 

Credit Card/ Debit Card 

Credit Card/ Debit Card 

3-5 business days

Cash on Delivery 

Payment to Bank Account 

 

5-6 business days

 

You can update the details of the bank account where you wish to receive the refund in the Your Account section when you are returning an item. 

You will need to update following information to enable us to process a refund to your account: 

  • The Bank Account Number
  • Account Holder's Name
  • Bank Branch
  • Bank Name

The name on your Emax account should match with the name of the bank account holder.

 

 

 

 

  1. I posted my item for a refund/return. How to know the status?

We’ll sort out your request on an immediate basis. You can also track your request using the request number below (online portal link can be provided to check the status of refund)

 

5.Where do I go for service after my warranty expires?

You can visit our SmartCare centre at any of our nearby stores.

 

6. What should I do if I have any concerns with the product during the warranty period?

You can visit any of our nearby stores and our staff would be more than happy to help you

 

7. How do I check if my product is still under warranty?

8. What warranty support am I eligible for?

9. What information do I need to provide to know my product is under warranty?

 

 

  • Emax Services

 

Qn.1: What is Extended Warranty?

Ans: A prolonged warranty offered to the customer after the manufacturer’s warranty has ended. It is also known as service agreement, a service contract, or a maintenance agreement. Under this agreement products falling under EW will be repaired free of cost as long as the defect was caused due to faulty manufacturing of the product. If not repairable the customer is entitled to get a free replacement from the Extended Warranty team.

Qn.2: What is covered under Extended Warranty?

Ans: It covers everything that is covered by the manufacturer’s warranty on the primary product. The following are also covered by Extended Warranty,

Free replacement if the product is uneconomic to repair.

Free repairs for 1 or 2 extra years (as per contract purchased)

It extends the manufacturer’s warranty by up to 2 extra years.

In-home repairs on the major items.

 

Qn.3: What are the exclusions under Extended Warranty?

 

Ans: Extended Warranty covers all defects arising due to faulty manufacturing. However, damages arising due to improper handling are not covered by Extended Warranty Team. Please find below exclusions under the Extended Warranty terms and conditions.

 

Cosmetic damage - Scratches and Rust

Abuse or misuse

Consumable items - Batteries & Lamps

Power surge, Fluctuating voltage

Insect infestation

Accidental Damage

Loss or theft

Costs arising from incorrect installation, modification or maintenance.

Breakdowns caused by computer virus or realignments to Products.

 

 

Qn. 4: What are the benefits to the customer under this Extended Warranty Program.

Ans: The customer need not worry about visiting the service center or product falling into wrong hands or hunting for spare parts. Moreover, all costs including repair and servicing costs are borne by the Extended Warranty team. The best part of the Extended Warranty program is that if the product is not repairable due to absence of spare parts etc., the EW team will offer the customer a replacement product entirely free of cost.

 

Qn.5: At which point in time can a customer make a claim for repairs under Extended Warranty.

 

Ans: The customer can claim for repairs under Extended Warranty as soon as the manufacturer’s warranty period has elapsed.

 

Qn.6: Is Extended Warranty transferable? If a customer who purchased extended warranty sells the device and the new owner submits a claim to the Extended warranty team for repairs, will the Extended warranty agreement still be honored.

 

Ans: Yes. As the agreement is product specific and not based on title or ownership of the product.

 

Qn.7: Is the premium paid for Extended Warranty refundable if there is no claim made within the claim period.

 

Ans: No. The extended warranty premium is not refundable.

 

Qn.8: What is the status of the Extended Warranty claim on a replaced product.

 

Ans: The replaced product is a brand new product and therefore all rules that apply to new products will be applicable. This means any defects therein will have to be dealt with by the manufacturer.

 

 

VIP FAQ:

 

Who are VIP customers?

Ans: Any customers who shops for more than AED 2000 in single invoice is a VIP customer.

 

What will customer get if She/ he is a VIP customer?

 

5% discount on all products (Except for Mobile & IT products) for 3 years.

Same day delivery, Installation

25% off on Extended warranty

Personally attended by Store manager/ Supervisor until check out

Concierge services which includes check express checkout

 

VVIP FAQ:

Who are VVIP customers?

Ans: Any customers who shops for more than AED 3999 in single invoice is a VVIP customer.

 

What will customer get if She/ he is a VIP customer?

5% discount on all products (Except for Mobile & IT products) for 3 years.

Same day delivery, Installation

25% off on Extended warranty

Personally attended by Store manager/ Supervisor until check out

Concierge services which includes check express checkout

 

Smart Pay Plan

 

1. What is the repayment tenure for a customer utilizing the Smart Payment Plan?

 

Ans: A customer utilizing the Smart Payment Plan has 24 months within which he can make his payment for the purchase done. The purchase is divided into 24 equal installments making it easier for him to buy and enjoy the product.

 

2. Can any purchase be converted into a Smart Payment Plan?

 

Ans: Any purchase greater than 1000 Dhs can be converted into a Smart Pay plan.

 

3. Can Smart Payment Plan be exercised at any later date by the customer?

 

Ans: No. It has to be done at the time of billing as part of the transaction.

 

4. Are there any fees charged towards utilizing the Smart Pay Service.

 

Ans: There is a nominal 15% administration fee that is charged by us which is again part of the 24 month installment that will be paid every month. The amount of 15% is divided equally across 24 months making it very convenient and easy to pay for.

 

5. Can the customer avail of the Smart Pay offer from the bank later?

 

Ans: No. Only E-max will be able to process and complete the Smart Pay transaction at the time of the billing.

 

6.What are the various forms of payment that can be used by the customer while availing of the Smart Pay option.

Ans: The customer availing the Smart Pay option can only pay by using one credit card. No other forms of payment like credit note, gift voucher or even Shukran can be availed of while utilizing the Smart Pay option. Only single card can be used and not multiple.

7. Which banks credit cards can be accepted to make payment as part of the Smart Pay promotion.

 

Ans: Mashreq Bank and Emirates NBD are the two banks whose credit cards can be used for availing of the Smart Pay option. Please note that they should be a VISA or a Master card.

 

8. Since my invoice amount is Dhs.1600 can I make a part payment of Dhs 600/- in cash or by a credit note.

 

Ans: No. An invoice on which the Smart Pay option is applied cannot have any other form of payment other than the credit card issued by Mashreq Bank or Emirates NBD . No cash transactions, other credit cards, cash or even Shukraan points are to be used while processing the payment/final EMI.

 

9. If there are gift vouchers as part of the product promotion, can a customer still opt for Smart Pay on   such a purchase.

 

Ans: As long as the gift vouchers are part of the promotion and the net value of the invoice does not fall below Dhs.1000/- Smart Pay option can still be exercised/used by the customer. Smart pay charges are calculated on the Net Value of the invoice after reducing OGV.

 

10. Can I have more than one product on the Smart Pay invoice.

 

Ans: Yes. There are no restrictions on the number of products as long as the invoice amount is above Dhs.1000/-. However, all products included in the invoice will be subject to Smart Pay terms and conditions. Any product for which Smart pay is not intended should be on a separate invoice.

 

11. Can I use more than one credit card from the same bank i.e. Emirates NBD or Mashreq.

 

Ans: No. The payment has to come from one single credit card ONLY.

 

 

SWAP FAQs

 

1.Is swap fee refundable?

No. Swap fee once paid and invoicing done, will be nonrefundable, even if sales return happen within 7 days of invoicing

2. After how many months a customer can swap their device?

The customer can visit our store between 6 to 12 months from the date of original purchase

 

3. Can customer use swap option after 12 months?

No. Maximum time frame to swap the device is 12 months from the date of original purchase and thereafter will be deemed as expired

 

4. Can customer go for swap option other than mobiles?

No. Swap option is applicable only for mobile purchases

5. Can customer bring any mobile and ask for swap option?

No. To get eligible for swap option, customer has to make the purchase of mobile from Emax from 26th Dec’2016 onwards. Any mobile purchased prior to 26th Dec’2016 even from Emax will not be qualify for swap program

 

6. Is customer is allowed for employee discount/ VIP customer discount on swap fee?

A. Yes. Same logic will apply as currently applicable for EW, however no discount on device

 

7. What is the definition of a device in good condition?

a. The product has no dents/scratches.

b. All the accessories are in good condition.

c. The product is brought along with the box.

 

8. Can customer able to get the old data from the phone once swapping completes?

A. No. Since a master reset (factory reset) will be done at the time of swapping, hence customer will not be able to retrieve their data. It is therefore requested that, before accepting swapping, please intimate once again to customers to check for their data. In fact Emax will provide free facility to its swap customers to transfer their data from old handset to new handset

 

9. What if there is any dispute by customer in their claims for grading of device. As per customer it should fall in 50% bracket, whereas device is having minor scratches etc?

A. In all cases, decision of Emax Management will be considered as final, however we expect all stores to be fair with their customers in deciding the grading criteria