Return & Exchange Policy

Exchange, Return, and Warranty Policy

First: Exchange and Return (Sound Products)

Customers may request a return or exchange of a product within 6 days from the date of purchase, subject to the following conditions:

1. The product must be in its original condition (unused, unassembled, and in original packaging with all accessories).
2. The original invoice must be presented when submitting the request.
3. In the event that the customer wishes to return a product without a valid reason (e.g., change of mind) and the product is in sound condition, the customer shall bear the shipping costs as well as any bank fees incurred during the payment and refund process.
4. The store will bear the shipping cost only if the reason for return is a manufacturing defect or an error in the order.
5. Refunds will be processed via the same payment method used for the purchase (after deducting the costs mentioned above, if applicable).
6. If a bundle containing a free product was purchased, and the customer wishes to return the invoice or an item from it, they must either return the free item in its original condition or pay its original value prior to the offer.

Second: Card and Installment Payments Mechanism

1. Return requests must be submitted through the store’s electronic system.
2. The refund process from the card issuer or installment company may take up to 14 business days.

Third: Exceptions

Returns or exchanges are not permitted for the following products unless there is a manufacturing defect discovered within 14 days of purchase:

1. Mobile phones, computers, and gaming consoles.
2. Printers, fax machines, copiers, and their supplies/accessories.
3. Health and beauty products (e.g., shavers, epilators, and oral/dental care devices).
4. Software and video games cannot be returned once the packaging has been opened.

Fourth: Defective Products (Manufacturing Defects)

1. The customer must notify Al-Dukan Store of the manufacturing defect within 6 days from the date of purchase.
2. If an authorized maintenance center is not available in the customer's city, Al-Dukan will cover the cost of collecting the product and sending it to the authorized center free of charge.

Fifth: Warranty and Maintenance Policy

1. Warranty Period for Electronic Devices: Minimum of two years (excluding accessories).
2. Warranty Period for Accessories: One year.
3. Warranty Terms and Procedures:

• Warranty and maintenance work is carried out according to the policies of the authorized agent or supplier.
• After 6 days from the date of purchase, the customer must go directly to the agent's authorized service center.
• If a maintenance center is not available in the customer's city, Al-Dukan will send the product to the authorized maintenance center free of charge.
• If the same manufacturing defect recurs more than 3 times, the customer has the right to request a product replacement or a refund, subject to the decision of the authorized maintenance center.

Sixth: Warranty Voiding Cases

The warranty is considered void in the following cases:

1. Misuse or incorrect operation.
2. Dropping, breaking, or exposure to shocks and external conditions.
3. Attempting repair at unauthorized maintenance centers.