Warranty, returns, and exchanges

First: warranty policy

About the Arabhardware store’s warranty policy:

- Arabhardware Store's warranty policy under the brand agent's warranty includes that your product is protected against any defect or defect in the product resulting from a manufacturing defect. This is based on the Consumer Protection Law.

The warranty for each piece varies depending on the local agent, and the warranty period ranges from 6 months to 3 years. You can refer to the warranty durations table page for more details.

General rules and conditions of warranty:

• The purchase invoice is the guarantee for all your purchases from the Arabhardware store. If it is lost, we will be provided with the order number.
• Warranty services are provided and subject to the product agent’s policy and are not considered the responsibility of Arabhardware Store. The customer can communicate directly with the agent, and the customer has the right to request contact information with local agents.
• The warranty covers manufacturing defects only.
• For products with malfunctions resulting from misuse, poor installation, or misoperation such as (tampering with, disassembling, or breaking the product, misuse, scratching, burning, cutting wires, exposure to liquids, malfunctions resulting from power frequency, etc.) the warranty will be void.
• The customer must deliver the piece with all its contents, including the box and accessories. The loss of an accessory voids the warranty.
• Any problems that occur to the parts, such as damage or accidents during shipment from the customer to the company, the customer bears full responsibility for them. In the case of shipping from the company To the customer, the company bears full responsibility. The customer must pack the pieces well in a way that resists damage that may occur during the shipping process.
• To ensure the customer’s comfort, we deliver the parts to the Arabhardware store In one of three ways:

1. Delivered at the company headquarters.
2. Shipped to us by one of the shipping companies.
3. Contact us to send one of the shipping company’s representatives through us to receive the piece, and the customer will bear the shipping costs.

Warranty policy within 30 days from the date of receipt

- The customer has the right to exchange or return the product purchased from the Arabhardware store within 30 days from the date of purchase only in the event of a manufacturing defect in the product, based on the maintenance department’s report, according to the Consumer Protection Law.

• If you receive a damaged or defective product from the first use of the product, please contact us directly within a maximum of 7 days. Above 7 days, the warranty is considered valid for the period mentioned, but the customer bears the shipping costs.
• In all cases, if the parts are sent to the Arabhardware store and after inspection, it turns out that there is no problem or defect with the parts, the customer will bear the shipping costs.
• If it is confirmed that the defect is a manufacturing defect, the response will be in the form of a replacement for the part or a refund of the value of the part on the purchase invoice.

Warranty period policy (beyond 30 days)

We seek to serve you and provide decent service to our customers by delivering the parts to their agent on behalf of the customer. The customer has the right to go directly to the agent to obtain the service directly. If any defect appears in the piece after the first 30 days and during the warranty period.

- Also, to provide a distinguished service, you can benefit from the inspection services from the maintenance department of the Arabhardware store to ensure that our customers receive the best warranty service by diagnosing the problem in the parts and solving the problem if possible for free, and in case the problem cannot be solved because it is the result of a manufacturing defect, it will be sent to the agent through the maintenance department on behalf of the customer, and complete the warranty procedures for the customer, and inform him of the agent’s decision.

- If the customer chooses to benefit from the warranty services provided by the Arabhardware store, the inspection period after the maintenance department receives the part will be 2-5 working days in the case of traditional defects such as (Drivers and software problems), while in the case of rare defects such as a blue screen, Power outage, black screen or a device freeze. The inspection period is 7-14 working days (excluding the agent’s working period).

• The agent's decisions regarding the piece in the event of a manufacturing defect represent the agent's policy, and Arabhardware Store cannot change the agent's decision.
• If it is confirmed that the defect is a manufacturing defect, the agent's response will be in the form of repair, replacement of the part, or refund of the value of the part on the purchase invoice, or some agents can apply for a partial refund of the value of the part while applying the fair use policy.

• If the piece has a box and components such as accessories, add-ons, attachments, etc., it must be kept throughout the warranty period for the warranty policy to be applied to it. If one of these accessories is lost, it is outside the warranty and cannot be sent to the local agent.
• If the customer goes directly to the agent and the agent’s response is to refund the value of the item on the purchase invoice, the customer must bring a deduction receipt from the agent so that the customer can recover the financial amount in the value of the product on the purchase invoice.
• The agent's response will be within 7 to 14 working days.

Second: Return and exchange policy

- The customer has the right to exchange and return within 14 days from the date of receipt of the item without any reason.

- According to Clause No. (1) stated in the terms of return and exchange, assemblies cannot be returned after they are received by the customer, because the parts have been opened and their factory seal removed, which makes it not possible to return or exchange them except in the event of manufacturing defects only.

To ensure the customer’s comfort, the parts are delivered to the Arabhardware store in one of three ways:

1. Delivered at the company headquarters.
2. Shipped to us via one of the shipping companies.
3. Contact us to send one of the shipping company’s representatives through us to receive the piece, and the customer will bear the shipping costs.

Terms of return and exchange:

1. When returning or exchanging the item, it must be in its original condition, the item’s box or factory seal must not have been opened, and it must have all its components.
2. If a purchased product is returned or exchanged and has a discounted price or offer, only what the customer paid will be refunded.
3. The amount paid will be refunded using the same method as the purchase. Cashback is available through the company's headquarters by prior appointment with customer service. The bank refund will be within 7-14 business days.

How to return or exchange?

- Submit your request through our customer service by calling 0221203192 , and after choosing the method of delivering the product to the Arabhardware store, the product is received, the return conditions are verified within 48 hours, and the refund or exchange procedures are completed.

- The product will be replaced or returned, and its value will be refunded after deducting shipping costs.