Shipping & Returns

SHIPPING

 Delivery within 1 business day + 24-48 hours to process the order. But we have some promotional products and we cannot give free delivery services. For those products we will charge you for delivery separately. 

1. This shipping method available only for UAE but except some areas which is far from the city.
2. Not all orders qualify for this shipping method. Determination of eligibility will be made based on order weight and item dimensions.
3. This order methods not available for some promotional products; if order have extra charges for delivery, we will inform you during order creation or checkout time.
4. All orders may require 24-48 hours processing time before shipping.
5. com does not process orders during weekends.
6. Exact delivery times cannot be guaranteed.

• Eligibility Window: Return requests must be registered within 15 calendar days from the date of delivery or store pickup.
• Condition Requirement: The item must be entirely unopened and factory-sealed. The original manufacturer's shrink-wrap, holographic labels, and box security tape must be 100% intact.
• Ineligible Items: Any item that has been opened, unboxed, configured, powered on, or has a broken factory seal is strictly ineligible for a change-of-mind return.
• Exemptions: Software licenses, activated operating systems, and custom "Build Your Gaming PC" configurations cannot be returned under any circumstances.

• Reporting Window: Defective or Dead On Arrival (DOA) hardware must be reported to our support channels within 7 days of receipt.
• Verification Process: The item must be returned with its complete original packaging, including all accessories, manuals, internal foam, and promotional components.
• Technical Inspection: Our technical department will evaluate the reported failure.
  • If a defect is confirmed: We will issue an immediate replacement unit of the identical SKU at no additional charge. If the model is out of stock, a full refund or equivalent store credit will be provided.
  • If no defect is found: (e.g., software incompatibility, unconfigured DOS systems), the item will be sent back to you, and a local logistics collection fee may apply.

• Manufacturer Warranties: Most enterprise servers, business workstations, and monitors are covered by direct multi-year manufacturer warranties (such as Dell ProSupport or Lenovo Onsite Services). Xcell Direct will help coordinate diagnostic scheduling directly with the brand's service network.
• Xcell Direct Limited Repair Channel: For hardware components or items designated under a standard carry-in service:
  • Repairs cover internal manufacturing component breakdowns (motherboard failures, faulty RAM modules, power supply issues).
  • Voids: Liquid drops, external dynamic impact, self-applied overclocking damage, or unofficial third-party hardware modifications immediately void all repair coverage.

• How to Initiate: Log a request through our official email at [email protected] or call our office line at +971 4 3464227.
• Service & Drop-Off Point: Approved carry-in physical claims can be dropped off directly at our central Dubai layout:

  Xcell Computers LLC
  7th Floor, Dar Al Riffa Building, Office No: 702, Souq Al Kabeer, Dubai, UAE

• Processing Turnaround: Safe assessment and authorized repairs typically take 7 to 14 business days, depending on the localized availability of regional manufacturer replacement components.

Conditions of use

Introduction

You agree to use xcelldirect.com website (the "Website") only for purposes that are permitted by this Terms & Condition and any applicable law, regulation or generally accepted practices or guidelines in the relevant jurisdictions.

You agree that you will not access or attempt to access the Website other than through the interface that is provided by xcelldirect.com unless you have specifically been permitted to do so in a separate written agreement signed by an authorized representative of xcelldirect.com

You specifically agree not to access or attempt to access the Website, or any portion thereof, through any automated means, including but not limited to the use of scripts or web crawlers. You agree that you will not engage in any activity that disrupts or otherwise interferes with the Website (or the servers and networks which are connected to the Website). You agree that you will not duplicate, reproduce, copy, sell, trade or resell the Website for any purpose.

You agree that you are solely responsible for any breach of your obligations under this Terms & Condition and for the consequences (including any loss or damage which xcelldirect.com may suffer) of any such breach.

YOUR ACCOUNT AND AMENDMENT TO THE TERMS OF USE

You may be required to register with xcelldirect.com in order to access certain services or areas of the Site. With respect to any such registration, we may refuse to grant to you the user name you request. Your user name and password are for your personal use only. If you use the Site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. In addition to all other rights available to Xcelldirect including those set forth in these Terms & Conditions, xcelldirect.com reserves the right, in its sole discretion, to terminate your account, refuse service to you, or cancel orders. We may from time to time modify or change the Terms and Condition.

LEGAL CAPACITY TO MAKE AGREEMENTS AND TRANSACT

If you are under the age eighteen (18) years you cannot place orders with xcelldirect.com By accepting these Terms of Use you acknowledge that you are over the age of eighteen (18) years. Should Xcelldirect suffer any damage or other losses as a result of a transaction entered into by a minor, xcelldirect.com reserves the right to seek compensation for such losses from the parents or guardians of the minor who caused any order(s) to be placed with Xcelldirect.

PRICES

All fees and prices are in UAE Dirhams (AED)

Xcelldirect prices are subject to modification at any time. Prices may also vary due to a launching price, a promotional offer or sales. Prices of items that are not in stock or that are available for a pre-order are valid during its promotional period after the order was placed. Should the price of those items change with respect to the pre-order price, Customer will be informed and will have the possibility to cancel the order. We reserve the right to update prices displayed on the website from time to time and once updated, they cannot be claimed against an order that has already been confirmed or delivered.

SHIPPING METHODS

 Delivery within 1 business day + 24-48 hours to process the order. But we have some promotional products and we cannot give free delivery services. For those products we will charge you for delivery separately. 

1. This shipping method available only for UAE but except some areas which is far from the city.
2. Not all orders qualify for this shipping method. Determination of eligibility will be made based on order weight and item dimensions.
3. This order methods not available for some promotional products; if order have extra charges for delivery, we will inform you during order creation or checkout time.
4. All orders may require 24-48 hours processing time before shipping.
5. com does not process orders during weekends.
6. Exact delivery times cannot be guaranteed.

ORDERS

• Placing An Order
• Processing Time
• Order Acceptance Policy
• Order Acknowledgement
• Change Orders
• Cancel Orders - Please give prior notice to cancel order either through a call on +971-000000 or send an email to [email protected].

Payment

xcelldirect.com currently offers COD (“Cash on Delivery”) payments and      Paypal. However, Cash on Delivery option is only applicable within United Arab Emirates.             

Invoice

 The order form filled out online by the Customer cannot be considered as an invoice.  Regardless of the purchase or payment methods, the Customer receives an invoice inside his/her parcel when it is delivered.

SECURITY

 Xcelldirect.com will take all reasonable precautions to ensure the security of any payment details included in your order nevertheless, barring direct negligence on our part, we cannot be held liable for any losses incurred as a result of unauthorized access to information you may provide.

DISPUTES

The arbitration proceedings shall be conducted in the English language and the award shall be in English. The foregoing provisions of this clause are without prejudice to the right of Xcelldirect.com to seek interim relief at any time from any court of competent jurisdiction (whether or not an arbitrator has been appointed) and Xcelldirect.com shall not be deemed to have breached this arbitration agreement or infringed the powers of the arbitrator for having done so..

LIMITATIONS OF LIABILITY

If you are dissatisfied with the Site or any content or materials on it, your sole exclusive remedy is to discontinue your use of it. Further, you agree that any unauthorized use of the Site and its services as a result of your negligent act or omission would result in irreparable injury to Xcelldirect.com and Xcell shall treat any such unauthorized use as subject to the Terms and Conditions of this User Agreement.

GOVERNING LAW

This User Agreement is governed by, and construed in accordance with, UAE law. This clause will survive any expiry or cancellation of this User Agreement for any reason..

PRE ORDER

1. a) Delivery charges may apply to all pre-orders unless otherwise stated.
2. b) Standard Delivery timelines will apply from the moment the pre-ordered product is available. 
3. c) We reserve the right to cancel any order for reason that we may or may not disclose. 
4. d) Delivery date for the pre-ordered items may change without any prior notice or confirmation.

1. a) If for any reason you would like to cancel your order before shipment you must do so at least 3 days before we dispatch your order.
2. b) Payment must be made in advance to confirm you’re preorder. 

 Operations:

1. a) Working hours: 10:00am to 10:00pm.
2. b) Working days: Saturday to Thursday.
3. c) Holidays: Fridays and general holidays(as per UAE Govt).
4. d) No returns for damage products.