Return and exchange policy
Our goal:
We strive for customer satisfaction and guarantee the quality of our products and services. If you are dissatisfied with your purchase or experience any issues with the service you received, you can request a return or exchange.
Exchange and Return Policy
Return and exchange period: The customer has the right to request a return within (3) days, and an exchange within (5) days from the date of receiving the product.
Conditions for returns or exchanges (at the customer's request and without a manufacturing defect) require the product to be in its original condition, in its original packaging, and completely unused and untested, along with the purchase invoice. In this case, the customer bears all shipping and return costs.
Defective products: Returns or exchanges of the product are accepted and the company bears the full costs in the event of a manufacturing defect or a problem that cannot be repaired by our maintenance team, provided that it is reported within the statutory period.
Return Exceptions: Products manufactured or modified to customer specifications or at their own request cannot be returned or exchanged, nor can they be returned after installation.
Operation is prohibited unless there is a manufacturing defect that cannot be repaired.
substitution:
If the exchange is approved, we will ship the new product to you at no extra cost. If you are outside Jeddah, the customer will be responsible for shipping the old product, while shipping the new product will be covered by the company.
Refund Mechanism: Refunds will be issued after the product is received at our warehouse and its condition is verified (within 7 to 14 business days). To protect your rights and combat fraud, returns will be processed accordingly.
The payment must be made exclusively to the bank account used for the purchase or to an account in the name of the invoice holder. The company reserves the right to request the necessary documentation before making the transfer.
- In the event of a discrepancy in the documents or data provided by the customer, such as a mismatch between the name of the bank account holder and the name of the applicant, the company reserves the right to refuse the refund or exchange request, and the amount will not be refunded or the request exchanged in this case.
How to request a return or exchange:
1. Contact our customer service by phone or email and inform them of the problem.
2. We may ask you to send a picture of the defective product as evidence.
3. We will review the request and make a decision regarding a refund or exchange as soon as possible.
Warranty Policy
- The warranty is limited to desalination devices (domestic and commercial) and is for a period of two years on electrical parts only , and does not include filters or consumables.
- The warranty is void immediately in the following cases:
- The accumulation of lime or the total dissolved solids (TDS) at the source exceeding 1200.
- The device was damaged or rusted due to misuse, or negligence in changing filters and consumables on their regular schedules.
- The customer performing maintenance or modifications on the device through technicians not authorized by our company.
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