Exchange, Return and Warranty Policy

Exchange and return policy:

1- The original purchase invoice must be attached, and the device must be in its original condition without any use, with all its accessories and in the original packaging.

2 - Personal care devices cannot be exchanged or returned in order to protect the health of our customers.

3- Products that are given as gifts cannot be returned or exchanged.

4- The exchange and return period is 3 days from the date of the invoice, subject to the above conditions. In the event of a manufacturing defect or technical malfunction during the exchange period, contact the company so that we can contact the agent to send a technician from the agent’s side and submit a report to us. We will contact you within 48 hours. For faster service, you can contact the agent with the original purchase invoice.

5- If the customer wishes to return the product within the specified period of 3 days, the customer will be charged a loading and unloading fee of 2% of the invoice value, with a minimum of 100 riyals, if the goods have reached the customer.

6- If the customer does not receive the goods within 15 days from the date of the invoice, the company has the right to cancel the sales invoice and the amount will be credited to the customer in the company.

7- The customer has the right to extend the storage period for products in the warehouses of Alam Al-Aghiza Company for more than 15 days, with an additional value estimated at 5% of the invoice value, with a minimum of 250 riyals for every 15 additional days. The service is provided for invoices valued at 5000 riyals and above. If the storage period ends and the customer does not receive the devices, the company has the right to cancel the invoice and sell the devices. The customer has the right to recover the invoice amount after deducting 25% of its value, and the customer is not compensated for the storage service fee.

8- The customer is not entitled to exchange, return, or refuse to receive the product if the product model approved by the Standards and Metrology Authority has expired, due to the company’s inability to resell the product to another customer.

9- The warranty is the agent's warranty and not the warranty of Alam Al-Aghiza Company. Also, the warranty does not cover misuse resulting from the customer.

Delivery policy:

1- The maximum allowed delivery is the second floor. If the customer wishes to deliver above the allowed limit, this is done by the customer.

2- Delivery is made according to the schedule specified by Alam Al-Aghiza Company. Alam Al-Aghiza Company is not responsible for any damages resulting from delays or postponements of the delivery date.

3- It is necessary to inspect the devices when receiving them from the shipping company representative. Failure to inspect them will result in the customer losing their right to claim a refund or replacement in case of breakage or damage.

4 - In the event of a refund of the amount paid by credit card, the customer must contact the bank, and the company is not responsible for the refund period to the customer’s account.

Warranty Policy:

This two-year warranty applies to products that the company deals with directly or through its authorized customers.
Home service includes refrigerators from 7 feet and above, automatic washing machines only, screens, air conditioners, and television screens starting from 55 inches .
The warranty covers spare parts and repair costs during the warranty period.
The original invoice must be brought when requesting device repair.
If there is any alteration or deletion in the invoice, the warranty is considered void and the customer is not entitled to claim any future repairs.
The customer's right to the warranty is forfeited if the device is opened or tampered with .
In the event of repeated product defects, an alternative product of the same category and specifications as the consumer's product, or the value of the product at the time of purchase after deducting the depreciation value, shall be provided.
The company is not responsible for devices that customers have not received from service centers within a period of three months .
The warranty does not cover malfunctions resulting from fires, accidents, natural disasters, breakage, misuse, failure to comply with the operating instructions attached to the device, malfunctions resulting from improper installation, making modifications to the device, leaving the device in sunlight, or changes in electrical current .
All devices and spare parts that are replaced become the property of the maintenance center .
The warranty for air conditioners, refrigerators and freezers does not include cleaning the device, air filters, refrigerant charging and water leakage (the warranty only covers industrial malfunctions).
The compressor warranty after the two-year warranty expires is comprehensive but does not include installation, transportation, or gas (Freon) costs .
Consumable parts such as gas (Freon) and device accessories such as remotes, chargers, batteries, airs, wheels and handles, dust bags, and water filters are not covered by the warranty.

The warranty does not apply to washing machines used for commercial purposes, including their use in shops or commercial laundries.

If maintenance service is requested after the warranty period has expired, a fee of 100 riyals will be charged for inspecting or picking up the device at the branch for maintenance. This fee must be paid in advance. If the customer agrees to proceed with the repair, the inspection fee will be deducted from the total repair cost.

Warranty period varies depending on the device.

Televisions: 2 years
Audio devices: 2 years
Washing machines/dryers: 2 years
Air conditioners (window/split/floor-mounted): 2 years
Refrigerators/Freezers: 2 years
Water cooler: 2 years
Vacuum cleaners: Two years on the motor only
Microwaves/Ovens: 2 years
Steam iron: 2 years

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