Refund & Cancellation Policy

TEKOUK service fees compensate us for professional sourcing, supplier research, qualification, communication, negotiation, procurement coordination and related work. Unless the applicable offer expressly states otherwise, service fees are separate from product purchase prices.

A Strategic Sourcing Engagement is a paid professional service. Once sourcing work has commenced, the service fee is generally non-refundable except where TEKOUK agrees otherwise in writing or a refund is required by applicable law. A sourcing fee is not automatically a credit toward a future product order unless the written offer expressly says so.

Dedicated Sourcing Desk plans are recurring services billed according to the applicable subscription terms. Cancellation stops future renewal charges after the required notice period stated in the offer or agreement. Fees for a current billing period are generally non-refundable once the period has begun, except where required by applicable law or expressly agreed in writing.

Product orders are governed by the quotation, purchase order, pro forma invoice, supply agreement and applicable supplier terms. Cancellation rights may depend on whether production, customization, procurement or shipment has already begun. Costs already committed to suppliers or other third parties may remain payable.

Custom-manufactured, personalized, non-stock or specially procured products may not be cancellable or refundable after production or procurement begins, subject to the specific transaction terms and applicable law.

If a supplied product appears defective, damaged, short, or materially inconsistent with the agreed specification, notify TEKOUK promptly with relevant evidence, photographs, inspection results and transaction details. We will coordinate with the applicable supplier where appropriate. Any remedy will depend on the agreed product warranty, inspection terms, Incoterm, supplier obligations and applicable law.

Transit delays, customs delays, carrier issues, port disruption and destination restrictions may occur. Refunds for shipping or product amounts are not automatic solely because a shipment is delayed. The applicable logistics, Incoterm and transaction documents determine responsibility and available remedies.

If you believe a payment was made in error or a charge is incorrect, contact us promptly at sales@tekouk.com with the invoice or transaction reference and an explanation. TEKOUK may request supporting information before processing a resolution.

Where a refund is approved, TEKOUK will normally return the applicable amount using the original payment method where reasonably possible. Processing times may depend on the payment provider or bank. Third-party transaction fees, bank charges or other non-recoverable costs may be deducted where permitted and disclosed in the applicable commercial terms.

For an eligible TEKOUK sourcing engagement, the applicable offer or engagement agreement will define the sourcing result, scope and timeline covered by the TEKOUK results guarantee. If TEKOUK fails to deliver the agreed sourcing result within that defined scope and timeline, TEKOUK will refund the applicable TEKOUK service fee, subject to the terms of the engagement agreement and applicable law. The guarantee applies only to deliverables within TEKOUK’s reasonable control and does not guarantee the independent performance of suppliers, manufacturers, carriers, customs authorities or other third parties, nor does it apply where customer requirements materially change or the customer does not provide required information, approvals or cooperation.

We encourage customers to contact TEKOUK first so that commercial issues can be reviewed and, where possible, resolved promptly. Contact sales@tekouk.com.

This policy is governed by the laws of the United Arab Emirates as applicable in the Emirate of Sharjah. Disputes relating to refunds, cancellations, services or transactions with TEKOUK are subject to the exclusive jurisdiction of the competent courts of Sharjah, United Arab Emirates, to the extent permitted by applicable law.