Refund and Returns Policy

Refund and Returns Policy

Introduction

This Refund and Returns Policy outlines the terms and conditions for refunds and returns for products and services provided by Fannara Group, a UAE-based company headquartered in Ajman Free Zone, specializing in AI-driven, desert-optimized technologies for smart agriculture, renewable energy, and B2B trading. This policy applies to our corporate clients, government partners, and technology manufacturers in the UAE, GCC, and globally, in compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection and international B2B standards. We aim to ensure transparency and fairness in all transactions while addressing the unique nature of our custom-engineered solutions.

Scope of This Policy

This policy covers physical products (e.g., Smart Battery Energy Storage SBES-600, AI-Powered Hydroponic Module AquaGrow-400), services (e.g., technical consulting, project implementation), and custom solutions delivered by Fannara Group. It applies to B2B transactions, including government tenders and partnerships, and does not cover consumer retail purchases unless explicitly stated in the contract.

Eligibility for Returns

Conditions for Returns

Returns are accepted only under the following conditions:

• Defective or Damaged Products: Products that are defective, damaged upon delivery, or fail to meet agreed specifications as per the contract or purchase order.
• Non-Conformance with Contract: Products or services that do not conform to the technical specifications or scope outlined in the signed agreement.
• Delivery Errors: Incorrect products delivered due to Fannara Group’s error.
  Returns are not accepted for custom-engineered solutions (e.g., AI-Driven Agrivoltaic System AVS-300) or services after acceptance testing unless defects are identified within the warranty period.
  Timeframe: Requests for returns must be submitted within 14 calendar days of delivery or service completion, unless otherwise specified in the contract.

Non-Returnable Items

The following are non-returnable unless defective or non-conformant:

• Custom-designed or bespoke solutions tailored to client specifications (e.g., Smart Hydrogen Electrolyzer SHE-300).
• Services completed and accepted, such as consulting or installation.
• Digital products, such as software licenses or downloadable materials, unless faulty.

Refund Eligibility

Conditions for Refunds

Refunds are processed under the following circumstances:

• Approved Returns: For defective, damaged, or non-conformant products, as verified by our technical team.
• Contractual Cancellation: Where a contract allows cancellation before delivery or service commencement, subject to agreed terms.
• Government Tenders: Refunds for tenders or projects adhere to the specific terms outlined in the tender agreement.
  Refunds are not issued for custom solutions or services after acceptance unless defects are confirmed within the warranty period (typically 12–24 months, as specified in the contract).
  Amount: Refunds cover the purchase price, excluding shipping, installation, or customization costs, unless otherwise agreed.
  Timeframe: Refund requests must be submitted within 14 calendar days of delivery or service completion, with processing completed within 30 days of approval.

Return Process

To initiate a return:

1. Contact Us: Email info@fannaragroup.com with your order number, product details, and reason for return within 14 calendar days of delivery or service completion.
2. Assessment: Our technical team will review the request and may request additional documentation (e.g., photos of defects, contract details).
3. Return Authorization: If approved, you will receive a Return Merchandise Authorization (RMA) number and shipping instructions.
4. Return Shipment: Return the product in its original packaging, unused (except for testing defects), to our designated UAE facility. Clients are responsible for return shipping costs unless the return is due to Fannara’s error.
5. Inspection and Refund: Upon receipt, we will inspect the product and process any refund or replacement within 30 days.
   Note: Unauthorized returns or those outside the 14-day window will not be accepted.

Refund Process

Upon approval of a return:

• Payment Method: Refunds are issued to the original payment method (e.g., bank transfer, corporate account) unless otherwise agreed.
• Timing: Refunds are processed within 30 calendar days of receiving and verifying the returned product.
• Deductions: Refunds may exclude costs for shipping, installation, or custom modifications, as specified in the contract.
• Replacement Option: For defective products, we may offer a replacement instead of a refund, subject to client agreement and warranty terms.

Warranty and Repairs

Most Fannara Group products, such as the Perovskite Solar Cell Module (PSCM-200) and Drone-Based Irrigation Optimizer (Drio-700), come with a warranty period of 12–24 months, as detailed in the purchase agreement. During this period, defective products may be repaired or replaced at no cost, subject to technical verification. Contact info@fannaragroup.com to initiate a warranty claim.

Cancellations

Orders for standard products may be canceled before shipment, subject to a written request to info@fannaragroup.com within 48 hours of order confirmation. Custom solutions or services (e.g., project consulting, government tender deliverables) are non-cancelable once production or work begins, unless otherwise stipulated in the contract. Cancellation fees may apply for partially completed custom orders, as outlined in the agreement.

Exceptions for Government and B2B Contracts

For government tenders and large-scale B2B projects (e.g., with DEWA, Emaar, or Bustanica), refund and return terms are governed by the specific contract or tender agreement. These may include extended inspection periods, performance guarantees, or customized return processes. Please refer to your contract or contact our team for details.

Contact Information

For questions, return requests, or refund inquiries, please contact:
Fannara Group
Fannara Group – فنارة جروب Office – C1 – 1F – SF10158 Ajman FreeZone, United Arab Emirates
Email: info@fannara.com
Phone: +971 58 250 1993
We aim to respond to all inquiries within 5 business days, in line with UAE consumer protection standards.

Updates to This Policy

We may update this Refund and Returns Policy to reflect changes in our services or UAE regulations. Updates will be posted on fannaragroup.com with the revised date, and significant changes will be communicated to clients via email or website notice.