Warranty

Warranty Policy

1. The company Guarantees the quality of the product for two years from the invoice purchase date covering labor and spare parts. However, accessories and attachments are not covered under the warranty.

2. The customer should provide the original VAT invoice from Abdul Latif Jameel Showrooms or local distributors to avail the product’s warranty.

3. For maintenance requests outside the warranty period, the customer is required to pay advanced inspection fees before the company carries out the inspection. The inspection fees are as follows: 1. Big Home Appliances: SR 230 including VAT. 2. Small Domestic Appliances (Water dispenser and Smaller Products that the customer Must Carry in & bring to the service center): 115 SAR including VAT. *Note: The inspection fee is non-refundable if the customer refuses to proceed with the maintenance after inspection. However, if the customer agrees to proceed with the maintenance and pays for repairs and spare parts charges, the inspection fee will be deducted from the total Service Charges.

4. After the product warranty ends, the extended compressor warranty covers only the spare part (the compressor) & not Covering the inspection fees, labor charges, compressor replacement materials or refrigerant Gas Charging.

5. The repair warranty for products within the warranty period is valid until the end of the warranty or 30 days from the completion of the maintenance.

6. The repair warranty for products outside the warranty is valid for 30 days from the completion of the maintenance.

General Exceptions Not Covered by Warranty:

1. Faults or damages caused by misuse, failure to follow usage instructions, negligence, accidents, vandalism, fire, or unauthorized repairs not recommended by the manufacturer.

2. If serial numbers, model numbers, or invoice data are tampered with, changed or adjusted.

3. Defects caused due to wrong installation by a distributor, or third party in which not performed/ Authorized by Abdul Latif Jameel Electronics, the Company reserves the right to charge for repairs and refrigerant Gas Charging Fees.

4. Paint defects, scratches, and issues arising from unauthorized installation or modifications not licensed by the manufacturer.

5. The warranty doesn’t cover damage caused by the product being used for commercial purposes, (Such as Laundries, Restaurants, Hotels, …etc.), As Residential Home appliances differ significantly from Commercial appliances (e.g., washing machines, ovens, refrigerators, dishwashers, dryers, etc.). The customer should refer to the user manual before any commercial use.

6. Failure to regularly clean pumps, filters, or gas burners. In such cases, repair costs will be borne by the customer.

7. Improper use of the appliance, as determined by an authorized technician or service center.

8. Incorrect installation by an unauthorized party.

9. Accidents or natural disasters.

10. Voltage fluctuations or electrical instability.

11. The warranty does not include:

    • Cleaning filters, air conditioners, or external and internal accessories.
    • Discoloration, rust, or yellowing of stainless steel caused by harmful cleaning chemicals or installation before properly cleaning marble dust or other residues.
    • Products used for commercial or industrial purposes, as the warranty is only valid for household use.

12. The warranty is void if:

    • Repairs are performed by unauthorized personnel.
    • The purchase invoice is altered or unavailable.
    • A gas regulator is not installed, or if a regulator exceeding 50 mbar pressure is used.
    • Kitchen cabinets do not have proper ventilation for built-in ovens, refrigerators, or freezers, as stated in the user manual.
    • Spare parts are purchased directly and installed by unauthorized technicians.

Maintenance Policy

Abdul Latif Jameel Electronics & Air Conditioning Co. Ltd. Keens to provide professional after-sales services to Valued Customers, including maintenance, spare parts and ensuring the manufacturing quality in accordance with the applicable regulations and instructions of the Ministry of Commerce in Saudi Arabia. In this regard, Company has developed service, spare parts and quality assurance policies that governs the relationship between the company and its customers, as follows: -

Service Policy:

1. Customer Shall request service by calling the unified Toll-Free number 8001279999 or by visiting any of company’s Service center Branches.

2. The list of brands covered by Abdul Latif Jameel Electronics’ maintenance services includes Toshiba (excluding air conditioners), Sharp, Dora, Alto, White Westinghouse, Beko and Teka. For other brands in which purchased from our showrooms or website, Customer should contact the local authorized agent. The contact information for this agent can be obtained by calling the company’s unified Toll-Free number 8001279999, where customer service representatives will provide all required details.

3. Maintenance will begin within 7 days of receiving the service request made through the above-mentioned channels by Valued Customer.

4. The maximum repair time is 15 days from the date of the customer’s request (excluding time required for obtaining spare parts).

5. The customer should collect the repaired product within Maximum (Thirty Days) from the date of notifying Customer with the repair completion of his product. & Company will not be responsible for the product after this period if the customer didn’t Collect his repaired Product.

6. In the case of home visits, the customer should ensure safe access to the product which needed to be repaired, complying with safety and security measures. This includes providing additional scaffolding, removing décor, false ceilings, or any obstructions that may hinder safe access.

7. Abdul Latif Jameel reserves the right to make final decisions regarding the identification of the problem and the appropriate service option.

Spare Parts Provision and Return/Exchange Policy

A. Spare Parts Provision:

1. The Customer has the right to inspect replaced parts under warranty, and such parts remain the property of the company. For parts replaced outside the warranty, they will be handed over to the customer unless they are harmful or environmentally prohibited, in which case the company will dispose of them.

2. Rare spare parts to be provided within 14 days of the consumer’s request, unless the parts are custom-made for the customer or have special specifications, in which case the provision period will be mutually agreed upon by the company and the customer.

3. The company is not responsible for providing maintenance, spare parts, or guaranteeing the quality of products that have exceeded their lifespan. The expected lifespan varies from product to other.

B. Return and Exchange of Spare Parts Sales:

1. Returns or exchanges should be made within 3 days from the invoice date, and the customer should present the original VAT invoice to the company to be eligible for return or exchange.

2. The spare part being returned or exchanged should be in its original packaging and free of any scratches, damage or alterations.

3. The above return/exchange conditions do not apply to compressors or any parts containing electronic circuits (e.g., electronic boards), as they are non-returnable and non-exchangeable.

4. Refunds will be made via the same payment method used, If the purchase is made in cash, the refund will be in cash & if the purchase is made via a payment card or bank transfer, the refund will be processed via a bank transfer to the customer’s Bank account within 7 to 14 working days, depending on the customer’s bank.