Exchange and return policy:

  • The product may be returned within (3) days only if the product is defective or does not conform to the specifications in the invoice, and the customer shall bear all shipping costs.
  • Replacement within (3) days from the date the customer receives the order, and the customer bears the cost of shipping the product to the factory headquarters and the cost of shipping the new product.
  • The product must be in its original condition with full packaging and unused.
  • The product is subject to inspection by the relevant department to ensure compliance with the technical conditions and to verify all its accessories before issuing acceptance or rejection for replacement or return.
  • The manufacturer has the right to refuse a replacement or return request if the product does not meet the terms of the policy.
  • The company is not obligated to impose an exchange or return, as this is the responsibility of the supplier of imported products.
  • The customer is not entitled to return or exchange special orders or products manufactured based on his request.
  • In the event that any amount is returned to the customer, it will be transferred to the account from which the transfer was made within a maximum period of (7) working days.
  • If payment is made by Visa or MasterCard, 2.5% of the refunded amount will be deducted for the value of bank transactions.
  • Products cannot be returned if (7) days have passed from the date of receipt of the first payment for the price of the imported products.

Delivery and Shipping Policy:

  • Product delivery is done during factory working hours and the delivery time is determined based on the order delivery schedule.

  • The factory is responsible for delivering orders within Jeddah city only.

  • Delivery of goods within the ground floor only.

Delivery outside Jeddah:

  • The factory disclaims any responsibility for any delays caused by shipping companies.

  • The manufacturer is not responsible for any damage that may occur to the order after it is delivered to the shipping company, and the shipping company bears full responsibility for the goods.

  • Upon delivery, the customer must sign the receipt after inspecting the shipment to ensure that there are no defects in the product. The manufacturer disclaims any responsibility for it after receipt.

  • The customer must ensure that a responsible person is present when receiving the products. If the responsible person is not present to receive the products, the customer must schedule another appointment and bear the cost of reshipping.

  • If the customer is late in receiving the order and scheduling it, the customer is responsible for rescheduling the shipment to another date and bearing any additional costs.

  • Shipping does not include sending goods in private transport trucks.

  • Shipping does not include unloading and installation in shipments.

  • In the event that the customer is late in receiving his goods from the factory, and in the event of a delay in receiving his goods, floor fees will be calculated after (15) days from the date of delivery at a rate of (0.5%) of the invoice value for every single day.

  • In the event of a return, the customer will bear the full shipping costs from the shipping company.

  • The shipping price does not include internal transportation costs or on-site loading. The prices on the shipping invoices are for internal transportation and loading costs when the shipment is received from the customer at the shipping company’s headquarters in the customer’s city.

Warranty Policy:

  • A copy of the original invoice must be provided when requesting maintenance for any product.
  • The duration of product maintenance is determined by the factory’s maintenance department after the device is opened and inspected under warranty.
  • Product maintenance is performed at the factory and the product must be sent to our headquarters in Jeddah.
  • The warranty covers repair of the defect in the product, not replacement or refund of the product.
  • If the product is not sent by maintenance to the customer and it turns out that the product is not defective, the customer will bear all shipping costs.
  • The warranty covers gas chimneys for one year against manufacturing defects.

  • Warranty period: 2 years:

    • First year: Maintenance and parts warranty.

    • 2nd year: Maintenance warranty only, parts not included.

    • Shawarma place stoves are guaranteed for (3) months only.

Cases not covered by the warranty:

  • Warranty does not include interior and exterior accessories.

  • Warranty does not cover misuse of the product and breakage.

  • Parts and consumables.

  • Poor transportation and storage of the product.

  • Failure to maintain regular cleaning of the product.

  • The warranty does not cover equipment if a high-pressure gas regulator is used or if the equipment is operated with a different electrical current.

  • The warranty does not cover the equipment in the event of wheel mixing between speeds without stopping the machine, which leads to the gearbox being disabled.

  • Warranty does not cover misuse of gas or salt water.

  • The warranty does not cover misuse in the event of using a faulty gas regulator, leaks of liquid gas from the equipment, or any external maintenance of the gas valves.

  • Warranty does not cover damage caused by misuse to interior lights, heat lamps, and heaters.

  • The warranty does not cover damage caused by misuse of electrical equipment.

  • The warranty does not cover failure to regularly clean the condenser, outdoor fan, and filter.

  • In the event of failure to adhere to periodic cleaning every (3 months) of the external fan – condenser – filter (which may cause malfunctions to the product).