First: Delivery and Installation

Delivery shall be made to the address provided by the customer to the employee at the time of purchase, provided that the customer’s residential area is within the approved service areas. (It is the employee’s responsibility to verify the service area.)
Additional delivery charges may apply to certain areas within the Kingdom that are more than 100 km away from major cities.
The customer shall bear full responsibility for providing an incorrect delivery address and for any consequences resulting therefrom, including, for example, delivery to the wrong person or failure to complete the delivery. In such cases, a transportation fee of SAR 150 per trip shall apply for re-delivery.
The customer must provide the employee with one or more active phone numbers and respond to calls made for the purpose of coordinating delivery. The customer shall bear full responsibility if calls are not answered and delivery arrangements cannot be completed.
Delivery is permitted up to the third floor only, provided that the staircase has sufficient space for delivery.
Appliances must be received within a maximum period of two weeks from the invoice date unless a specific delivery date has been coordinated and agreed upon with the employee at the time of purchase and invoice issuance.
The Company’s responsibility is limited to the installation of appliances only. The customer is responsible for preparing the installation site, including plumbing connections, electrical connections, ventilation requirements, and any other requirements specified in the appliance user manual and the employee’s instructions.
Installation of wooden cabinet doors for built-in refrigerators, washing machines, and dishwashers is the responsibility of the kitchen company and is not the responsibility of our Company.
The Company’s employee will carry a copy of the purchase invoice, which must be signed by the customer or the customer’s representative upon receipt of the appliances.
The signature of the customer or their representative on the invoice constitutes confirmation that all appliances have been received complete, free from defects or missing items, and in accordance with the invoice details. The Company shall not be responsible for any observations or claims raised by the customer thereafter.
The Company reserves the right to charge storage fees for products that have not been collected within 30 days, at a rate of 5% of the appliance value per month.
If an invoice is cancelled after the products have been stored for more than 30 days, the applicable storage fee shall be mandatory.
For invoices not collected for more than 30 days, the customer shall not be entitled to demand the same items originally listed on the invoice. The Company reserves the right to cancel the invoice and refund the amount to the customer or replace the items based on availability, subject to any price difference. The Company also reserves the right to deduct the aforementioned storage fees.

Second: Replacement and Return

Returns and replacements are permitted within a maximum period of seven (7) days from the date of purchase.
The customer is entitled to replace or return an appliance if a manufacturing defect appears during installation or within 15 days from the date of installation, provided that the installation was carried out by the Company’s employees or by distributors authorized by the Company in certain regions of the Kingdom. The customer shall be informed of such authorized distributors in advance by the employee at the time of purchase.
If the conditions for returning a product are met, loyalty points, AlFursan Miles programs, Company-issued vouchers, vouchers issued through strategic partnerships, coupon vouchers, and any other promotions or gifts received by the customer at the time of purchase shall not be refunded. However, the customer may exchange them for products of equal or greater value.
If the return conditions are met for products purchased using a credit card, the amount shall be refunded through the bank. The refund process may take up to 14 business days, depending on the customer’s bank, and the amount cannot be refunded in cash.

Warranty:

The product warranty is valid for two years from the date of purchase, as detailed below:

The warranty period is subject to the regulations and decisions of the Ministry of Commerce regarding certain parts.
The product warranty covers the repair of manufacturing defects and does not mean replacement of the appliance.
The warranty includes the replacement of original spare parts during the warranty period starting from the date of purchase. The customer shall not be entitled to claim any replaced spare parts, as such parts are subject to disposal by the Company and may only be inspected.
Product maintenance shall only be carried out at authorized service centers within the Kingdom.
To validate the warranty period, the customer must present the officially stamped warranty card or the original electronic purchase invoice showing the customer’s information, purchase date, seller’s tax number, and appliance model.
After the warranty period expires, the appliance shall be subject to inspection and maintenance charges as well as the cost of spare parts.
The compressor warranty is valid for five (5) years from the date of purchase.
The compressor warranty does not include home visit and inspection charges after the appliance warranty period has expired.

Warranty does not cover faults resulting from the following:

Failure to perform periodic cleaning of the appliance, including pumps, filters, gas burners, or any component that may cause the appliance to malfunction. In such cases, the customer shall bear the cost of repair.
Misuse by the customer, as determined by an inspection conducted by an authorized technician or authorized service center.
Improper installation where installation was carried out by an unauthorized party.
Accidents and natural disasters.
Voltage fluctuations or electrical power faults.
The warranty does not cover filter cleaning, air-conditioner cleaning, or external and internal accessories of products.
The warranty does not cover discoloration of stainless steel, rust, or yellowing resulting from the use of harmful chemical cleaning products, installation of appliances before cleaning marble sanding dust or chemical cleaning materials, or failure to use the appropriate protective component during cooking.
Appliances sold are intended for household use. The warranty shall be void if the appliances are used for commercial or industrial activities.
The warranty does not cover products that have been repaired by an unauthorized party.
The warranty does not cover products where the purchase invoice has been scratched, altered, or modified.
The warranty does not cover products where the purchase invoice is unavailable.
The warranty does not cover products that have been broken or burned by the customer.
The warranty does not cover faults resulting from failure to install a gas regulator or from installing a gas regulator rated above 50 mbar (5 kPa).
The warranty does not cover faults resulting from the absence of ventilation openings in the cabinet for built-in ovens and refrigerators, as specified in the product catalogue.
The warranty does not cover parts purchased directly from spare-parts sales centers and installed by an external technician or by the customer.

Maintenance:

External Maintenance:

The home visit and fault inspection fee is SAR 230, inclusive of VAT.
The inspection fee for each additional appliance during the same visit is SAR 115, inclusive of VAT.
The applicable fees must be paid to the technician in advance before the appliance inspection is carried out.
Repairs are covered by a 30-day warranty for the same fault and the same appliance.

Internal Maintenance:

The internal inspection and maintenance fee is SAR 175, inclusive of VAT, excluding vacuum cleaners and electric kettles.
The internal inspection and maintenance fee for vacuum cleaners and electric kettles is SAR 115, inclusive of VAT.
For appliances outside the warranty period, the customer must pay SAR 85, inclusive of VAT, as an appliance inspection fee. This amount shall be deducted from the internal maintenance fee.
If the customer does not approve the repair, the inspection fee paid in advance shall not be refunded.
When collecting the appliance, the customer must present and surrender the original appliance receipt. Otherwise, the appliance will not be released.
The customer must collect the appliance within a maximum period of 30 days from the date the appliance was received by the service center. If the appliance is not collected within this period, the Company shall not be responsible for the appliance and reserves the right to dispose of it due to the absence of a claim.
When purchasing a spare part from a service center, the part may be returned or exchanged within a maximum period of seven (7) days, provided that it is returned in its original and undamaged condition.
When purchasing any electronic part (electronic boards), the part may be returned or exchanged within a maximum period of three (3) days, provided that its packaging has not been opened.

Fees for Installation and Disassembly of Devices:

For Purchases Made from Company Showrooms:

Installation of all appliances is free of charge within major cities where the Company has branches, except for island range hoods.
The installation fee for an island range hood is SAR 345, inclusive of VAT.

For purchases from external distributors:

Installation fee for an island range hood: SAR 750, inclusive of VAT.
Installation fee for a refrigerator (freestanding or built-in): SAR 150, inclusive of VAT.
Installation fee for a corner range hood: SAR 250, inclusive of VAT.
Installation fee for any other appliance: SAR 75, inclusive of VAT.
Removal fee for any appliance: SAR 115, inclusive of VAT.
Cleaning and polishing fee for any appliance: SAR 150, inclusive of VAT. This service is available only at service centers.