Return & Replacement Policy

At AYCELL, we are committed to delivering high-quality monitoring solutions and providing excellent service to our customers across the UAE and GCC. As a B2B distributor, we operate under a policy that reflects the nature of commercial transactions and regulatory standards in our industry.

General Return Policy

Due to the specialized and sensitive nature of our products, returns are generally not accepted. Most items sold are made-to-order, industry-specific, or intended for single use applications, and therefore not eligible for return or refund.

Exceptions – Defective or Damaged Products

We stand behind the quality of the products we distribute. In the event that a product is received in a defective or non-functional condition, or if the item was damaged in transit, we will assess the situation and may offer a replacement. Refunds are not issued unless explicitly approved under exceptional circumstances.

To qualify for a replacement:

• You must notify us within 7 calendar days of receiving the item.

• You must provide clear evidence of the defect or shipping damage, including photos, serial numbers, and batch or invoice reference.

• The product must not have been used or activated unless the defect was discovered during initial setup or shipment.

Replacement Process

Once your request is reviewed and approved by our technical team:

• A replacement product will be shipped at no additional cost.

• You may be required to return the defective item for inspection before the replacement is issued.

Non-Eligible Situations

Returns or replacements will not be accepted in the following cases:

• Products that have been used, activated, or damaged due to improper handling or installation.

• Incorrect product selection by the customer (we are happy to assist in pre-sale consultations).

• Products returned after the 7-day window without prior approval.

For support related to returns or replacements, please contact our team at info@aycellscientific.com with the subject line: Return Request – [Order Reference] We appreciate your understanding and cooperation as we continue to deliver reliable, high-performance solutions across the region.