Returns and warranty

Thirty days to change your mind

UAE consumer protection law protects you when a product is faulty, but it doesn’t oblige a shop to take back something you have simply changed your mind about.

We do anyway. Every customer in the UAE and the rest of the GCC has 30 days from delivery to return a Field One for any reason. This promise doesn’t reduce any right the law gives you.

How to return your camera

• Email support@halde.ae or message us on WhatsApp with your order number. You don’t need to give a reason.
• We collect it free from any address in the UAE, and send a prepaid, insured return from Saudi Arabia, Qatar, Kuwait, Bahrain and Oman. In Dubai you can also drop it at our showroom in Al Quoz.
• Pack the camera and everything that came with it in the original box if you have it, and hand it over within 14 days of telling us.
• We refund the full price, including any delivery cost, within 14 days of receiving the camera.
• We refund to your original payment method and never charge a restocking fee.

Using the camera before you return it

Handle and use it as you would to try it in a shop: take as many photos as you like. If it comes back damaged or with signs of wear beyond that, we may reduce the refund by the loss in value, and we will explain how we worked it out.

VAT and duty on returns from outside the UAE

If you paid VAT or duty on delivery in another GCC country, we refund it with the price when you send us the receipt.

The two-year Halde warranty

Every Field One has a two-year warranty from the day it is delivered. It covers faults in materials and workmanship, including the shutter, the sensor and rangefinder calibration. We repair or replace the faulty part at our workshop in Dubai, and pay for shipping both ways anywhere in the GCC.

Batteries are covered for one year, or until they hold less than 80% of their original charge within that year.

What the warranty doesn’t cover

• Damage from drops, knocks, water or sand, though we’ll repair it at our fixed prices.
• Normal wear: polishing of the dials, marks on the leatherette or strap.
• Repairs or modifications by anyone other than Halde.

Your legal rights

Our warranty is in addition to your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection and its executive regulations, and under the consumer law of the GCC country you live in. It doesn’t replace them.

If a Field One has a defect, you’re entitled to a repair, a replacement or a refund. In practice we handle a legal claim and a warranty claim the same way: email us and we fix it. If we can’t agree, you can contact the consumer protection department of the Ministry of Economy or of your emirate.

Cancelling a pre-order

Before your camera ships you can cancel at any time and we refund the whole deposit within five working days. Once it has shipped, the 30-day return period above applies.

Contact

Questions about a return or a warranty claim: support@halde.ae, +971 4 555 0186 or WhatsApp +971 50 555 0186, Monday to Friday, 9:00–18:00 UAE time.