• Shop No. 2, Fatemah Saleh Building, Al Awir 1, Dubai, UAE.
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FREQUENTLY ASKED QUESTIONS (FAQ)

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Find quick answers to common questions about our products, supply process, delivery, and support.
 If you don’t find your answer here, feel free to contact our team directly.

Delivery Time

How long does delivery take?

 Delivery time depends on product availability, order quantity, and delivery location within the UAE.

  • Standard items are usually delivered within 24–48 working hours.
  • Bulk and project-based orders are scheduled as per project timelines.
  • Same-day or urgent delivery may be available for selected items (subject to availability).
  • Delivery schedules are confirmed at the time of order confirmation.


Our logistics team ensures timely and safe delivery for all orders.

 

Do you accept returns?

Yes, returns are accepted under specific conditions.

  • Items must be unused, undamaged, and in original packaging.
  • Return requests must be raised within 48 hours of delivery.
  • Custom-made, special-order, or clearance items are non-returnable.
  • Approved returns are subject to inspection before acceptance.

Transportation and handling charges may apply where applicable.

Do you provide VAT-compliant invoices?

 Yes. All invoices issued by The New Excellent are fully VAT compliant as per UAE regulations.

  • VAT is charged at the applicable UAE rate.
  • Tax invoices include TRN details.
  • VAT invoices are provided for all business and project orders.
  • Copies of invoices can be shared digitally upon request.
Do your products come with a warranty?
Warranty coverage depends on the product type and manufacturer.

    • The manufacturer’s warranty applies where applicable.
    • Warranty terms vary by product category and brand.
    • Electrical, tools, and equipment products typically carry a manufacturer’s warranty.
    • Warranty claims are subject to manufacturer approval and terms.
 
Our team assists customers in coordinating warranty-related queries.
Do you offer credit facilities?
Yes, credit terms are available for approved customers.

  • The credit facility is subject to company approval.
  • Applicable mainly for contractors, developers, and regular clients.
  • Documentation and verification are required.
  • Credit limits and payment timelines are defined in advance. 

All credit terms must be agreed upon before order confirmation.