Exchange and Shipping Policy

Replacement and Shipping PolicyReplacement and Return Policy & Warranty

Replacement Policy

The customer has the right to replace the product within 7 days from the order date in case of an order error, provided that:

  • The product is in its original condition with the original packaging.
  • The product has not been used or benefited from in any way.
  • The product is inspected by the center to confirm the error.
  • The customer ensures the product is well-packaged during shipping to avoid any damage in transit.

Exceptions:

  • Bulk orders are not eligible for replacement.
  • Custom-made products according to the customer’s request can only be replaced if they have a manufacturing defect.

Cases Not Eligible for Replacement or Return ⛔

  • Custom-designed products upon customer request.
  • Software and digital services (e.g., consumption calculation software or meter reading services).
  • Defects resulting from misuse or customer negligence.
  • Orders placed outside Saudi Arabia.

Note: A purchase invoice is required to complete the replacement or return process.


Return Policy

The customer has the right to return the product within 2 days from the order date, provided that:

  • The return is requested before the product is shipped to the customer or picked up from the branch.
  • The product is in its original, unopened, and unused condition.
  • If a gift is included in the offer and has been opened, the right to return the main product is forfeited. For example, if the consumption calculation software is opened with the meter, the gift policy applies.

Gift Policy

If a gift is included with the main product as part of a special offer, the following applies:

  • If the service is not activated: The customer may return the main product with the gift, provided both are in their original, unused condition.
  • If the service is activated: The main product can be returned, but the value of the gift will be deducted from the refunded amount. The gift value will be determined based on its original store price.

Example:

If a customer buys an electric meter with a gift (like consumption calculation software) and registers the gift, they can return the meter, but the software price will be deducted from the refund.

Exceptions:

  • Bulk orders are excluded from the return policy.

Warranty

Products covered by warranty (e.g., electric meters) are subject to the following conditions:

  • Warranty period: 2 years from the purchase date.
  • Installation standards: The product must be installed according to the specified standards (indoor or outdoor). If installed outdoors, it must be placed in a protective box to shield it from environmental factors like sun, rain, humidity, and dust.
  • Maintenance service: Maintenance is carried out at our headquarters in Jeddah – Riyadh District. The customer must send the product to the center for maintenance according to an agreed schedule, ensuring proper packaging to protect it during shipping.

Note: A purchase invoice is required to complete the warranty process.