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