📋 شروط وأحكام الضمان والصيانة وسياسة الاسترجاع

1.1 Warranty Period

The warranty period of Al Halees Group on all its equipment handled is two (2) years from the date of purchase, within the borders of the Kingdom of Saudi Arabia, with the customer bearing transportation costs to and from service centers or authorized maintenance sites.

1.2 Warranty Conditions

Warranty means repair of the device, not replacement, as required by applicable regulations. The company has the right to repair a recurring defect for the same fault through two attempts during the warranty period.

1.3 Warranty Documents

In case of non-compliance with presenting the purchase invoice and warranty card showing the device serial number, Al Halees Group has the right to refuse admission of the device for warranty repair, and it shall be treated as an out-of-warranty device.

1.4 Warranty Coverage and Exclusions

The warranty covers malfunctions resulting from manufacturing defects of the device and maintenance costs, and does not cover malfunctions resulting from misuse, non-compliant operation, or negligence.

Malfunctions resulting from misuse.

Consumable spare parts, accessories, and other device accessories.

Opening the device or repairing it by a party not authorized by Al Halees Group's after-sales service during the warranty period.

Malfunctions resulting from unauthorized repair operations.

Losses resulting from poor transport or loading by the buyer, or natural disasters.

Breakage or negligence.

Non-compliance with operating and periodic maintenance instructions in the manual attached with the equipment, and compliance therewith is a fundamental condition for the validity of the warranty.

Operating equipment incorrectly, including use of non-compliant gas regulator, operating equipment on non-compliant electrical current, or exposure to electrical current fluctuations.

Use of non-desalinated water source or non-compliant with required specifications in equipment requiring water connection.

Malfunctions resulting from non-compliance with periodic cleaning of cooling equipment, including filters and condensers, or any other parts requiring periodic cleaning to ensure operational efficiency.

Providing incorrect information by the customer regarding electrical voltage or operating requirements upon receipt or installation.

Unauthorized modification of the device.

Installing the device in a manner contrary to the method shown in the operation manual.

Internal or external cleaning operations of the device.

1.5 Replaced Parts

Al Halees Group has the right to retain replaced parts during the warranty period, and the customer has the right to take parts they paid for.

1.6 Serial Number

Al Halees Group has the right to refuse admission of any device that does not have a serial number under warranty.

1.7 Fault Determination

Al Halees Group has full right to determine the type of fault after inspection and whether it falls under warranty.

2.1 Cooling Equipment

Cooling equipment must be sent to the company's maintenance headquarters for inspection or maintenance.

2.2 Maintenance Location

Al Halees Group has the right to determine the mechanism and location of maintenance, whether at the company's headquarters or at the customer's site, as it deems appropriate for the nature of the fault and type of equipment.

2.3 Warranty on Repair and Spare Parts

Warranty on repair and replaced spare parts is seven (7) days from the date of issuance of the maintenance invoice, covering only the part that was repaired or replaced, and does not cover any other faults not related to the maintenance work performed.

2.4 Additional Hidden Faults

Repair warranty does not necessarily mean no new quotation will be presented, in case it appears after inspection or during execution that there are additional hidden faults that were not apparent or possible to discover at the time of previous repair, and no additional works shall be executed except after notifying the customer per the company's approved communication mechanism, because additional maintenance works may not be imposed on the customer without their prior consent.

2.5 Advance Payment

The customer commits to paying an amount of 150 SAR in advance for external maintenance, which is deducted from the total invoice value upon execution of maintenance, and in case the customer does not desire repair after inspection, this amount is considered an inspection and examination fee for the device, with the necessity of clarity of inspection and service fees for the consumer.

2.6 Quotation Preparation

The quotation is prepared based on damaged spare parts or those technically proven to have reduced operational efficiency affecting device safety or efficiency, and spare parts that still function effectively and do not technically require replacement shall not be replaced.

2.7 Full Invoice Payment

Al Halees Group has the right not to deliver the device until full payment of its repair value.

3.1 Maintenance Reports and Appointments

When the customer contacts the Customer Service Center, company personnel record data and give an appointment and review number. The company commits to serving its customers within 48 hours, however, it may be unable to fulfill some maintenance reports due to work pressure for a period not exceeding seven (7) days from the date of request submission.

3.2 Device Receipt Card

The device receipt card is the official document proving Al Halees Group's receipt of any device for maintenance purposes, and must be presented whenever required.

3.3 In Case of Lost Receipt Card

In case of loss of the device receipt card, Al Halees Group has the right not to deliver the device except in case of matching the recipient's name with the owner's name, or upon presentation of an official power of attorney from the owner authorizing the recipient to receive.

4.1 Repair Duration

Device repair duration may reach fourteen (14) days from the date of device receipt, with the importance of clearly stating the service duration to the consumer.

4.2 Disposal of Uncollected Device

Upon the lapse of three (3) months from the specified date for delivering the device to the customer after repair without collection, Al Halees Group shall have the freedom to dispose of the device, without bearing any resulting damages to the customer, and shall not be obligated in this case to refund the device price or replace it as a form of compensation.

4.3 Receipt Authorization

In case the owner is unable to attend to receive the unit, they may send their representative with an authorization letter to receive the device on their behalf.

5.1 Parts Replaced During Maintenance

Damaged spare parts or those technically proven to have reduced operational efficiency affecting device safety or efficiency shall be replaced, and spare parts that still function effectively and do not technically require replacement shall not be replaced.

5.2 Rare Parts Order Duration

Rare spare parts orders may take a period ranging between sixty (60) and ninety (90) business days from the date of customer approval of the quotation, depending on part availability with suppliers and shipping and supply schedules, noting that regulations emphasize the importance of clear agreement with the consumer on a reasonable period for providing unavailable parts.

6.1 Replacement Period

The customer has the right to request device replacement within a maximum period of seven (7) days from the date of purchase invoice issuance, in accordance with conditions adopted in this policy.

6.2 Return Period

The customer has the right to request device return within a maximum period of three (3) days from the date of purchase invoice issuance, in accordance with conditions adopted in this policy.

6.3 Item Transport

The customer bears responsibility for transporting items to Al Halees Group headquarters for return or replacement purposes, unless the reason for request is a product defect or company error.

6.4 Condition of Item Requested for Replacement or Return

Acceptance of replacement or return request is conditional on the item being in its original condition without any use, with all accessories and attachments, in original packaging as delivered, with attachment of original purchase invoice or proof thereof.

6.5 Inspection and Rejection Right

Al Halees Group has the right to inspect the item before accepting the replacement or return request, and reject the request if dents, breaks, or any signs of use or damage are found. In case of rejection after inspection, the company does not bear costs of returning the item to the customer's premises.

6.6 Refund of Amounts

In case of acceptance of return request, the amount shall be refunded to the customer within a period not exceeding seven (7) to fourteen (14) business days from the date of request approval, via the same payment method when practically possible, with the time of amount appearance in the customer's account subject to procedures of the payment service provider or card-issuing bank.

6.7 Bank Fees and Payment Expenses

If the return reason is due to a product defect, non-compliance with specifications, or company error, the amount shall be refunded in full without deduction of payment fees or bank charges. However, if return is accepted for a reason not related to a defect or company error, bank fees or payment gateway fees or any non-refundable expenses may be deducted, provided this is clearly explained to the customer before completing the sale.

6.8 Cases Exempt from Specified Periods

The specified periods for replacement or return do not apply to cases where a defect in the goods is proven, or they are counterfeit, adulterated, or non-compliant with specifications, as consumer rights in these cases remain guaranteed per applicable regulations.

6.9 Special Orders

Special orders manufactured according to customer specifications or quantity are not eligible for replacement or return after the supplier confirms work on the order, and the customer is obligated to pay the full order value.