Return Policy

Last updated: 26 October 2026

This is a voluntary return policy offered by ZENTRYA – FZCO, IFZA Properties, DSO-IFZA, Dubai Silicon Oasis, Dubai, United Arab Emirates. It applies in addition to, and does not limit, any mandatory consumer rights you have under the law of your country of residence.

1. Goods (diagnostic equipment and spare parts)

1.1 You may return Goods within 14 days of delivery, provided they are unused, undamaged, complete and in their original packaging (seals, labels and accessories included).

1.2 To start a return, email info@myzentrya.com with your order number before sending anything. We will send you the return instructions and address: MITTMANNLIVE WORKSHOP EQUIPMENT MACHINERY & SPARE PARTS TRADING L.L.C, Al Karama Building - 1, Shop 2, Makani 29082 92657, Dubai, United Arab Emirates, +971 54 383 3642. This address is used only as the physical return address (return logistics service). The seller and your contractual partner remains ZENTRYA – FZCO; refunds are issued exclusively by ZENTRYA – FZCO. Returns sent without prior notice or to another address cannot be processed.

1.3 You pay the return shipping costs and any customs duties, taxes or fees for the return shipment. Please use a tracked service; the goods travel at your risk until they reach us.

1.4 After receipt and inspection we refund the price of the goods via the original payment method within 14 days after the returned goods have been received and inspected. Original shipping costs, customs duties and import taxes paid by you in the destination country are not refunded unless the item was defective or wrongly supplied. Reasonable deductions may be made for goods that are used, damaged or incomplete.

1.5 The following are excluded from this voluntary return policy (your rights for defective or misdescribed goods under section 3 remain unaffected):

• vehicle diagnostic devices and interfaces that have been activated, registered, linked to a user account or serial-number licence, or updated after delivery;
• parts selected, coded, programmed or ordered specifically for a vehicle identification number (VIN) or otherwise made or configured to the customer's specification;
• parts that have been installed, fitted, connected to a vehicle or power supply, or used (other than to check them for defects);
• electronic control units, sensors and electrical parts whose sealed packaging has been opened;
• software, licence keys and digital content (see section 2);
• items marked "non-returnable" on the product page before purchase.

 

2. Digital licences

2.1 Digital licences (including the one-year repair-information database licence) cannot be returned or refunded once the licence key or access has been delivered or activated, because an activated licence cannot be deactivated. Before purchase, the product page and checkout display the following notice, which you confirm:

"I understand that this digital licence is delivered electronically and cannot be returned or refunded once the licence key or access has been delivered or activated."

2.2 Before delivery/activation you can cancel a licence order by email for a full refund. If a licence cannot be activated for reasons attributable to us, we will fix the issue or refund you.

3. Defective, damaged or wrong items

Please report visible transport damage within 7 days of delivery, and other defects within 30 days of the defect becoming apparent, with photos and your order number. In that case we bear the return costs and will repair, replace or refund the price, as required by applicable law. This also applies to excluded items under 1.5 and to licences that are defective or cannot be activated.

4. Orders from excluded territories

We do not deliver to all 27 EU Member States (including their outermost regions), Norway, Iceland, Liechtenstein, Switzerland, the United Kingdom, Greenland, the Faroe Islands and the Channel Islands (the "Excluded Territories"). Orders placed from or for these territories may be cancelled by us and any payment will be refunded in full via the original payment method.

5. Your statutory rights

Nothing in this policy limits mandatory consumer rights in your country.

Contact

ZENTRYA – FZCO · info@myzentrya.com · +971 54 383 3642