Return and refund policy:
Last updated: 5/3/2018
In case the customer decided to return a product or
change it, the customer has the right to do so in 3 days from the date of
receiving the item (If all conditions are met).If the buyer buys an
item and did not receive it, or he/she receives an item that is damaged,
has malfunctioned or differs from what was written in the description,
he/she can request to be protected by buyer's protection program under the
return and refund policy and they will be able to return it without cost as
well under the terms and conditions specified on the website.
Buyer’s protection program
Our BRAFCO.sa store aims to provide high-quality
products with respect to customers' needs, and we understand the customer’s
right to get exactly what they need from products and their right to change
their mind regarding a buying specific item or product. For that, we designed
our buyer's protection program to serve the customer's and BRAFCO.sa store's
best interests.
Return and refund are subject to the following conditions:
o Availability of original receipt.
o The product must be in its original packaging and not used,
it should be in the same condition that you received (in case buyer change
his/her mind).
o All accessories that come with it must be included as well.
o Return and refund don't apply to promotion season.
o Should be listed in the following cases.
Return and refund cases:
· If the item is a defect, broken or damaged by shipping:
o In case
of the item defected or broken by the shipping, the customer has the right
within 24 hours from the time of receiving the item to ask for a discount,
replace the product by a new one or return the damaged item with requesting a
full refund by sending email to orders@BRAFCO.sa including copy of the receipt and a picture shows the
damages.
o The
return charge is on BRAFCO as long as the customer request the return within
the 24 hours.
o After the
review, the process of refund may vary. And it is depending on the banking and
the way that the customer pays.
· If the product is a defect, broken or damaged by the
manufacturer when it is bought:
o In case
of the item defected or broken by the shipping, the customer has the right
within 24 hours from the time of receiving the item to ask for a discount,
replace the product by a new one or return the damaged item with requesting a
full refund by sending email to orders@BRAFCO.sa including copy of the receipt and a picture shows the
damages.
o The
return charge is on BRAFCO as long as the customer request the return within
the 24 hours.
o After the
review, the process of refund may vary. And it is depending on the banking and
the way that the customer pays.
· If there is a malfunction or the product not functioning
well when it is bought:
o After the
customer receive the item, he/she has a 3 day to try the item and In case of
malfunction or the product not functioning well, the customer has the right to
ask for a discount, replace the product by a new one or return the damaged item
with requesting a full refund by sending email to orders@BRAFCO.sa including copy of
the receipt and a picture shows the damages, as long as the customer keeps the
boxes ant the covers and return the product in the same shape.
o The
return charge is on BRAFCO as long as the customer request the return within
the time frame.
o After the
review, the process of refund may vary. And it is depending on the banking and
the way that the customer pays.
· If a defect happens after a period of operation and within
the warranty period:
a. For (BRAFCO, Concord, Tecnogas) products:
o The customer must contact the maintenance team
at BRAFCO.
o The original receipt must be available, and it is still
under warranty period.
o The small parts may be brought or shipped to maintenance
location by the customer.
o The maintenance team may serve and fix the defect part at
your location if there was a BRAFCO branch available in your city.
o The warranty is governed by the warranty policy.
b. Other products:
o Contact the manufacturer or the commercial agent company
who provides warranty for the product.
o BRAFCO.sa will provide you with contact information of the
company who provided warranty for your product and will ease the process for
you, e.g. book maintenance appointment for those commercial agents who require
doing so.
· Items who
had been bought through coupons or credit cards can't be refunded in cash.
· Returns in
case of mistakes done by BRAFCO.sa or a defect in the product:
o If the
buyer has made a request by call
or email to orders@BRAFCO.sa within 3 days from receiving the shipment –Protection period
provided by BRAFCO.sa-:
§ BRAFCO.sa
will bear the shipping charges that the customer paid to ship the item to
her/him and the return charges.
o If the
buyer did a request by call
or email to orders@BRAFCO.sa but after 3 days from receiving the
shipment (and only if the return is approved by BRAFCO.sa).
§ The buyer
will bear the shipping charges.
· Returns
in case of mistakes done by the buyer and the item is it is in original
state and packaging:
o If the
buyer has made a request by call
or email to orders@BRAFCO.sa within 3 days from receiving the shipment
–Protection period provided by BRAFCO.sa-:
§ The buyer
will bear the shipping charges.
o If the
buyer did a request by call
or email to orders@BRAFCO.sa but after 3 days from receiving the shipment (and only if the
return is approved by BRAFCO.sa).
§ The buyer
will bear the shipping charges.
Last
updated: 5/3/2018