Terms and Conditions – Alwafa Hypermarket

Thank you for choosing Alwafa Hypermarket as your preferred retailer. We are dedicated to offering you superior customer service, which includes hassle-free returns, exchanges, and warranty support.

1. Return and Exchange Policy

• Eligibility Period:
  • Regular priced merchandise can be exchanged within 7 calendar days from the date of purchase.
  • Fresh items (such as food produce) can only be exchanged within 1 hour of purchase for genuine reasons.
• Conditions for Return/Exchange:
  • Original purchase receipt is presented for all returns or exchanges.
  • Items must be in unused condition with original packaging, price tags, and accessories.
  • Products damaged due to misuse, mishandling, wear and tear, or those found to be altered, repaired, assembled, or washed will not be accepted for return or exchange.
  • Mobiles, electronics, toys, undergarments, imitation jewelry, personal care products, health & beauty products, cosmetics, perfumes (including all seasonal products) and physically damaged items are not eligible for return or exchange.
  • Sale items (including promotional items) are final and cannot be returned or exchanged under any circumstances.
• Promotional Offers:
  • Refundable money under promotional offers are eligible for exchange or other refund methods based on the terms of the promotional price.
  • Items or refund for items purchased under promotional offers must also be returned if the main product is returned.
• Voucher and Gift Card Purchase:
  • Customers can opt for a product exchange, a credit voucher (valid for 7 days), or a refund (within 15 days).
  • Refunds or exchanges will be processed only after the product passes a quality check and after deducting any promotional offer.
• Store-Specific Returns:
  • Refunds or exchanges must be completed at the same store where the purchase was made. No exceptions will be made unless otherwise stated in the promotional offer.

2. Warranty and After-Sales Service

• Warranty Claims:
  • Original purchase (original invoice) is mandatory for warranty claims.
  • Warranty does not cover damages due to abuse, dents, accidents, damages from external sources, consumables, or accessories (e.g., batteries, chargers, mixer jars).
• Repair Services:
  • Repairs under warranty may take 20 business days, depending on the complexity and part availability (approx.).
• Data Backup:
  • Customers must back up their data before submitting any electronic device for repair, as the store is not responsible for data loss during repair.
• Repair Timelines:
  • Repaired products must be collected within 45 days of service. Unclaimed items after this period will be disposed of, and the store bears no responsibility.
• On-Site Maintenance:
  • For large appliances (washing machines, refrigerators, cooking ranges, and TVs) service will be by the manufacturer's authorized service center. On-site visit is offered for products that qualify under the warranty terms only one time of purchase.
• Post-Repair Returns:
  • Customers are responsible for checking and signing the repair/service report before signing the service receipt. The store is not liable for accessories or missing parts after the repair service is complete.
• Warranty and Guarantee for Branded Items:
  • All branded items and their respective product guarantees are covered solely by the manufacturer’s warranty as per their terms and conditions.
  • Warranty claims must be handled directly through the manufacturer or authorized service centers with proof of purchase.
  • Alwafa Hypermarket only facilitates genuine brand sales but accepts no responsibility for warranty service or product performance beyond the manufacturer's coverage.

3. Force Majeure

• We are not responsible for delays, cancellations, or issues caused by unpredictable and unavoidable events such as natural disasters, pandemics, or other force majeure events that may impact supply chains, deliveries, or store operations.

4. Additional Notes

• By purchasing items from Alwafa Hypermarket, you acknowledge your agreement to abide by all the terms and conditions in this document, which may be updated periodically. These policies do not affect your consumer rights under applicable laws.
• Please retain your original invoice for all transactions, returns, exchanges, and warranty claims.
• For any questions or clarification regarding returns, exchanges, or warranty claims, please contact our customer service department.