FAQs

Payment

What choice do I have when it comes to payment?

PLUG INS is known for its wide choice of products, but we also empower you with choice when it comes to how you want to pay.

  1. Online Payment via Debit and Credit Cards (Visa and MasterCard)
  2. Pay on delivery (Cash or Debit / Credit Card*) at an administrative fee of AED 5
  3. PLUG INS Gift Cards**

* Subject to delivery location.
** PLUG INS Gift Cards can only be used to make a payment in-store when Click and Collect is chosen. Gift Cards cannot be redeemed online.

Are there any hidden charges?

We have made sure that you do not pay anything extra! Prices listed for all products are transparent at the time of checkout. You will be notified of any delivery or service charges before you pay for your order.

How do I pay using a credit card?

It is a simple process, with a few ground rules.

  1. You must be 18yrs or older.
  2. You must be the authorised user of the card.
  3. Have sufficient credit.
  4. Know your personal details.

Once you enter these details, you will be redirected to Cyber Source, our secure payment gateway page.

How safe is it to use my credit card?

We adhere to the highest security standards online. Every transaction passes through an encrypted secured payment gateway. If you have 3d secure credit card, an advanced secure password service for online transactions, provide an additional layer of security. Meaning? You are in safe hands!

Can I make a payment via my smartphone or tablet device?

Yes! The PLUG INS website supports browsing and purchasing on smartphones and tablets.

Does PLUG INS offers flexible payment options such as monthly instalments?

Not available for online but Yes available in store. For a detailed list of current offers and banking partners, just visit the ‘Promotions’ page or call our Customer Services Centre on 800 PLUG INS (800 7584 467).

Do you store my credit card information?

No. At no point, do PLUG INS employees have access to your card information and our website does not store your card details or information. The PLUG INS’ Customer Services Centre team will never ask you for any sensitive information such as credit card details or passwords via email or phone.

What can PLUG INS do to help prevent card fraud?

Our online payment partners, including Visa and MasterCard, monitor transactions 24/7 for any suspicious activity to ensure your transactions are safe.

Order Status

I made a purchase online. How do I check my order status?

Just log in to your PLUG INS account to review the status of your orders and other related information in the 'My Account' section.

What do these different ‘order status’ terms mean?

Accepted: Great! We have received your order. It will now be picked, packed and dispatched.
Processing: We have received your order and your order is being processed.
In Progress: We are currently processing your order.
Completed: You have either received or collected your order. Thank you for shopping with us. Declined: Unfortunately, we were unable to process your order and your order has been cancelled Please place your order using an alternative payment method or take advantage of our Click and Collect service and pay in store.

Cancelled: Your order has been cancelled for one of the following reasons;

  1. You have requested an order cancellation.
  2. One or more of the products in your order are unavailable.
  3. Your Click and Collect order was not picked up within the allocated collection time frame.
  4. Only part of your Click and Collect order was collected in store.

If you have already paid for your order, we will refund you on the original payment method used.

Completed: You have either received or collected your order. Thank you for shopping with us.

Returned: One or more of your products have been successfully returned. We will refund you through the payment method originally used to place your order.

Delivery Information

How much does PLUG INS charge for delivery?

Delivery charges* vary based on the method and nature of delivery. If you place an order with purchase value of AED 250 or more, then delivery charges are waived. Orders below AED 250 are subject to a nominal delivery charge. For more information on delivery charges, please click here.

Tell me more about delivery time?

All deliveries are handled by our trusted logistics partner. You can check your order status by logging in and checking ‘My Account’. Delivery times change depending on product availability, customer location and public holidays. Standard delivery within the UAE is usually between 2-3 working days. Alternatively, you could choose next day or nominated day and time for an extra cost. Delivery during sale and promotions can take up to 5-7 working days.

How are products packaged, i.e. will they reach me safely?

In addition to retaining the original packing by the manufacturer, where needed, we then secure your purchases with additional packaging to ensure it reaches you in perfect condition.

What if something happens to an in-transit product?

You can relax knowing we will deliver the goods safely, and on time. If you experience any issues please contact our Customer Services Centre on 800 PLUG INS (800 7584 467), Saturday to Thursday (excluding Fridays and public holidays).

Cancellation & Returns

I am not happy with my purchase. What do I do?

We want you to be absolutely satisfied with your purchase. If you are not, just call our Customer Services Centre on 800 PLUG INS (800 7584 467) and the customer service agent will guide you through the returns process in more detail. Please return the item to us in the original sealed condition within seven days of delivery.

What documents do I need for returns or refund?

You will need the original receipt (bill or invoice), gift receipt or delivery note.

What is your return and exchange period?

It is 7 days from the date of delivery.

How does the return method work?

You can return your products using one of the following easy return options:

Free return to the store:

  1. Simply take the products to your nearest "PLUG INS" store along with your proof of purchase.
  2. Just make sure you take a printout of your receipt or delivery note and the product you wish to return in all of the original packing materials, manuals and accessories, with a valid photographic identification: driver’s license, original passport or your Emirates ID Card.
  3. Your refund will be made in the same way as the original payment method.
  4. A restocking fee*, of 15% of the product value, if applicable, may be charged.
  5. If you have paid by PLUG INS gift vouchers, you will be given a gift voucher of equivalent value.
  6. Please refer to our Return & Refunds Policy.

Collection of your Products: To arrange a collection, contact our customer service team on 800 PLUG INS (800 7584 467) between 10am and 7pm, Saturday to Thursday (excluding Fridays and public holidays).

  1. On your delivery note received with your order, please fill the returns quantity against each product and select from one of the return reasons and include this slip along with the returned products.
  2. A return fee of AED 20, if applicable, will be charged.
  3. A restocking fee*, of 15% of the product value, if applicable, may be charged.
  4. Your refund will be made in the same way as the original payment method. If you originally paid by cash, we will refund you via bank transfer and you will be required to provide us with your bank account details.
  5. Please refer to our Return & Refunds Policy.

*Restocking fee: If the product is not in a fully resalable condition, we reserve the right to refuse a refund or retain up to 5% of the original selling price to cover the costs that we incur in repackaging and restocking. Resalable means in pristine condition: Undamaged original packaging including all manuals, and accessories received in conjunction with your purchase and with all personal information removed.

How does the refund method work?

For both online and in store purchases, all refunds are made to the original method of payment used, similarly, any amount deducted from a gift card will be credited back.

Help! I have a question or issue that is not answered here.

Questions are always welcome! Just call our Customer Services Centre on 800 PLUG INS (800 7584 467) between 10am and 7pm, Saturday to Thursday (excluding Fridays and public holidays), or email us using our “contact us” form.

How many days will it take to process my cancellation request?

We will do our best to handle your request as quickly as possible. If you have already paid for your order, we will refund you within five business days.
Please note that it may take longer for the refund to be processed by your bank.

What should I do if my order arrives damaged, defective or if the wrong item was shipped?

We suggest that you immediately return such items to the store. All purchases from PLUG INS come with a 7-day replacement guarantee. If you have received a damaged item or you are not happy with it, you can get it replaced. Please return the item in the actual condition you received it with the original packaging and accessories.

Replacement can cover the entire product or part(s) of the product, subject to availability of the same.

If you prefer to return the item by mail, just drop us a line using the Contact Us form online or by contacting our Customer Services Centre on 800 PLUG INS (800 7584 467). PLUG INS will cover all reasonable ground shipping fees associated with damaged or wrongly shipped items. You will receive a full refund along with any shipping fees incurred.

What are the conditions that don’t favour a return?

Damage due to product misuse is not covered under the 7-day replacement guarantee. Consumable items like printer cartridges that have been used cannot be returned. Products with tampered or missing serial numbers do not qualify.

Please return the item in the actual condition you received it with the original packaging and accessories.

How long will it take to action my cancellation request?

Replacement can cover the entire product or part(s) of the product, subject to availability of the same. It will take between two to three working days to process the request and offer a refund. If you opt for having the money transferred back to the source of transaction, it may take longer for your bank to action the refund. Please get in touch with your bank directly after confirming any cancellation or refund from PLUG INS.

Account Information

I made a purchase and I am eager to receive my order. When will I get it?

You should receive an order confirmation email within 48 hours after placing your order. If not, then check your spam filters, or contact our Customer Service Centre on 800 PLUG INS (800 7584 467) between PLUG INS and 7pm, Saturday to Thursday (excluding Fridays and public holidays).

You can review the status of your orders and other related information in the 'My Account' section.

We will contact you via email or phone if we need to make changes (e.g. availability dates, product upgrades) or if we encounter problems during delivery.

How will I know if my order has been accepted?

Once your order has reached PLUG INS, you will receive an email notification confirming your order details. However, final acceptance of your order is subject to dispatch / collection confirmation.

What can I do with my PLUG INS account after I register online?

You can:

  • Change your email address.
  • Change your delivery or billing address.
  • View the status of your order including estimated availability and delivery times.
  • Track your order.
  • View a list of products you have previously ordered.
  • View descriptions of each item ordered.
  • Create a Wish list.
  • Get your questions answered quickly!

I have not received my order confirmation. What do I do now?

Just ensure that the email address on your order is correct or check your spam folder. Alternatively, you can contact our Customer Services Centre on 800 PLUG INS (800 7584 467) between 10am and 7pm, Saturday to Thursday (excluding Fridays and public holidays).

How much time does delivery take?

Delivery times vary based on product availability, customer location, public holidays and time of order. We will let you know the estimated delivery date at the time you place your order.
You will see the delivery options available in each individual product page.
Within the UAE, standard delivery is usually between two to five business days.
Click here to see our delivery charges table.

Does PLUG INS ship to other countries?

PLUG INS currently only ships within the UAE.

How does the delivery process work?

All deliveries are made by our trusted logistics partners. We may provide you with a tracking number once your order has been dispatched and is on its way.

How are the shipped items packed?

Fragile items and smaller electronic items will be safely secured with additional packaging to make sure you receive them in perfect condition.