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Warranty policy

Warranty, Returns, and Exchange Policy

 

At Arabhardware Store, we strive to provide the best service and ensure customer satisfaction. Below are the details of our warranty, return, and exchange policies, including your rights and obligations.

1 - Warranty Policy

General Warranty Terms & Conditions

  • Arabhardware Store’s warranty is covered under the local agent’s warranty and protects your product against manufacturing defects in accordance with the Consumer Protection Law.
  • The warranty period varies depending on the product and the local agent, ranging from 6 months to 3 years. You can refer to the warranty duration table for details.
  • Your purchase invoice serves as proof of warranty. If lost, you must provide your order number.
  • Warranty claims are handled by the local product agent, not Arabhardware Store. Customers can contact the agent directly or request the contact details of the local agent.
  • The warranty only covers manufacturing defects.

Warranty Exclusions

The warranty does not cover damage caused by:
❌ Misuse or mishandling, including:

  • Physical damage (scratches, burns, broken parts).
  • Exposure to liquids.
  • Tampering, unauthorized repairs, or modifications.
    ❌ Electrical issues, such as power surges or unstable voltage.
    ❌ Loss of accessories or packaging. The complete product (including all accessories and packaging) must be returned for warranty claims.
    ❌ Shipping damage:
  • If the customer ships a product to Arabhardware Store, the customer is responsible for any damage during transit.
  • If Arabhardware Store ships the product to the customer, we take full responsibility.

How to Claim Warranty?

You can send the product to Arabhardware Store using one of the following methods:
✅ Drop it off at our headquarters.
✅ Ship it to us via a courier service.
✅ Request a pickup service (the customer will bear the shipping costs).

2 - Warranty Policy (First 30 Days)

  • Customers can exchange or return a defective product within 30 days from the date of purchase only if a manufacturing defect is confirmed by our maintenance team, in compliance with the Consumer Protection Law.
  • If a product is defective upon first use, customers must contact us within 7 days. After 7 days, the product will be covered under the regular warranty, and the customer will bear the shipping costs.
  • If the product is returned to Arabhardware Store and no defect is found, the customer will bear the shipping costs.
  • If a manufacturing defect is confirmed, the customer will receive either:
    ✅ A replacement product.
    ✅ A refund of the product’s value based on the purchase invoice.

3 - Warranty Policy (After 30 Days)

  • Customers can still benefit from the warranty service by having their defective product sent to the local agent for repair or replacement.
  • Customers can go directly to the agent or request Arabhardware Store to handle the process on their behalf.
  • Free diagnostic service: Our maintenance team will inspect the product to identify the issue and, if possible, fix it. If the problem is due to a manufacturing defect, we will send it to the agent on behalf of the customer.

Processing Time

  • Standard issues (such as software/driver problems): 2-5 business days.
  • Complex issues (such as blue screen errors, power failures, or screen freezes): 7-14 business days (excluding agent processing time).

Agent’s Decision

  • The local agent is responsible for final decisions regarding defective products.
  • If a manufacturing defect is confirmed, the agent may offer:
    ✅ Repair of the product.
    ✅ Replacement with a new product.
    ✅ Refund of the product’s value.
    ✅ Partial refund (some agents apply a fair-use policy).
  • The customer must retain all packaging and accessories throughout the warranty period. If any accessories are missing, the product will not be covered under warranty.

Direct Agent Refunds

  • If the customer receives a refund from the agent, they must provide a deduction receipt from the agent to claim their refund from Arabhardware Store.
  • The agent's response typically takes 7-14 business days.

4 - Return & Exchange Policy

General Return & Exchange Terms

  • Customers have the right to return or exchange a product within 14 days of receipt without providing a reason.
  • Pre-built PC assemblies cannot be returned once received by the customer, as their components have been unsealed. Returns are only possible in case of manufacturing defects.

How to Return or Exchange a Product?

You can return the product to Arabhardware Store using one of the following methods:
✅ Drop it off at our headquarters.
✅ Ship it to us via a courier service.
✅ Request a pickup service (the customer will bear the shipping costs).

Return & Exchange Conditions

✔ The product must be in its original condition, with its box and factory seal intact.
✔ All components and accessories must be included.
✔ If a discounted product is returned, only the amount paid by the customer will be refunded.
✔ Refunds are processed using the same payment method as the original purchase.
✔ Cash refunds can be collected from our headquarters (by appointment).
✔ Bank refunds take 7-14 business days to process.

Return & Exchange Process

1 - Contact customer service at 0221203192 to submit your request.
2️ -Choose the return method (drop-off, shipping, or pickup).
3️ - The product will be inspected within 48 hours to ensure it meets the return conditions.
4️ - Refund or exchange will be processed after deducting shipping costs.