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Return and Exchange Policy

Return and Exchange Policy

1. General Provisions At the "Energy Suppliers" store, your satisfaction is our priority. We strive to provide high-quality products and offer our customers the option to exchange or return products according to the terms and conditions outlined below, in compliance with the regulations of the Ministry of Commerce in the Kingdom of Saudi Arabia.

2. Timeframe for Returns and Exchanges

  • Returns: You can request to return products within 14 days from the date of receiving the order.

  • Exchanges: You can request to exchange products within 14 days from the date of receiving the order.

3. Conditions for Returns and Exchanges For your request to be accepted, the product must meet the following conditions:

  • The product must be in its original condition, unused, and undamaged.

  • The product must be inside its original sealed packaging, complete with all accessories and instruction manuals (if any).

  • The original purchase invoice or order number must be attached.

4. Products Excluded from Returns and Exchanges Due to the nature of energy and electrical sector products, and to preserve public safety, the following cases are excluded from returns and exchanges:

  • Products that have had their original packaging opened, or have been installed or used (e.g., wires that have been cut, or electrical breakers and parts that have been connected to a power supply).

  • Malfunctions resulting from improper installation, power fluctuations on the customer's end, or misuse contrary to the product's instructions.

  • Products manufactured or modified based on a special request from the customer (custom-made products).

5. Shipping Costs and Fees

  • Manufacturing Defect or Store Error: If the return or exchange is due to a manufacturing defect in the product or the delivery of an incorrect item, the "Energy Suppliers" store will bear all shipping and delivery costs.

  • Customer's Preference: If the return or exchange is based on the customer's preference (without any defect or error), the customer will bear the full shipping fees (the cost of returning the item and shipping the new product in the case of an exchange). These fees will be deducted from the refunded amount.

6. Refund Mechanism After we receive the returned product and it is inspected by our technical department to ensure its integrity and compliance with the conditions:

  • The amount will be refunded to the customer using the original payment method (Mada, Visa, MasterCard, etc.).

  • It may take 7 to 14 business days for the refunded amount to appear in your bank account, depending on the procedures of the card-issuing bank.

7. Contact for Return or Exchange Requests To initiate the return or exchange process, please contact our customer service team and provide them with your order number and photos of the product: