Replacement and Refund Policy for Heavy Toys
Ashraqa Farah Entertainment Company
Introduction:
Ashraqa Farah Entertainment Company is committed to providing high-quality products and distinguished services, especially regarding heavy toys that require precise technical and assembly standards. This policy has been prepared to clarify the procedures and conditions related to replacement and refund operations according to the types of products offered.
1. Scope of the policy:
This policy applies to all heavy toys and related products purchased from the online store, including products of all sizes whether large or small.
2. Product categories and replacement and refund conditions:
- A. Large products:
- Replacement: No refund of the amount for large products; the customer has the right to replace the product *only* if a defect or technical flaw is proven.
- If there is no defect or technical flaw, the customer cannot request a replacement.
- B. Small products customized according to the customer's request:
- For small products that are specially assembled according to the customer's request, the customer has the right to replace *only* if a technical defect or flaw is proven in the product.
- If there is no defect or flaw, the customer cannot request a replacement.
- C. Small products not customized:
- For small products produced according to general specifications without customization, if a technical defect or flaw is proven, the customer has the right to *replacement and refund*.
3. General conditions and procedures:
- *Submitting the request:*
- The customer must submit a replacement or refund request within *7 days* from the date of receiving the product.
- The request is submitted by contacting the customer service team (via email or phone), providing the order number and a precise description of the problem or defect.
- *Inspection and evaluation:*
- The request file is opened and transferred to the technical department to assess the condition of the product and confirm the presence of the defect or technical flaw.
- If the product has undergone installation or disassembly, the customer must coordinate with the customer service team to conduct the appropriate technical inspection.
- *Shipping, replacement, and refund procedures:*
- If the refund is approved (for non-customized small products), the customer will be provided with detailed shipping instructions to ensure the product is returned safely and intact.
- In case of approval for replacement, the replacement product will be arranged for dispatch immediately after receiving and inspecting the returned product.
- *Refund:*
- The customer has the right to refund the *value of the product* *only* in the case of non-customized small products where a technical defect or flaw is proven.
- The refund is processed using the original payment method within *10 days* from the date of receiving the product and completing the technical inspection.
4. Additional notes:
- If the reason for the request is the customer's change of mind without a technical defect or flaw, the customer may bear the shipping costs related to the return or replacement.
- The company reserves the right to refuse any replacement or refund request if the conditions and terms above are not met or if signs of use appear that negatively affect the product quality.
- Prior coordination with the customer service team is required to arrange the evaluation, return, or replacement process in a transparent and efficient manner.
5. Contact information:
For inquiries or to contact the customer service team regarding replacement and refund operations, please use the following channels:
- Email:
[email protected]
- Phone: +96656748980
