At Aalam Alqalaa we aim to keep your shopping experience clear and secure This policy explains when returns exchanges and refunds may apply in order to protect everyone’s rights.
1. When is a Refund Available?
Refunds are available only when the issue is caused by an order fulfillment error on our side such as:
Receiving a different product than the one you ordered.
Receiving a product with specifications different from what was shown or agreed upon.
In these cases you may choose:
Exchange: Replace the item with the correct one.
Full refund: Return the item and receive a full refund (if applicable).
2. Conditions for Returns in Case of an Order Error
If you receive an incorrect order, please contact us within 24 hours of delivery. To proceed the following conditions must be met:
The product must be in its original condition (unused, with the seal/packaging unopened).
All accessories and any gifts (if included) must be returned.
Proof of purchase (invoice/receipt) must be provided.
Note: If the product has been opened or used, it is not eligible for return In case a defect is found it will be handled under the Warranty Policy.
3. Return vs. Warranty
To avoid confusion, we distinguish between an order error and a device defect:
Order error (our responsibility): An exchange or refund applies as stated above as long as the product remains unopened.
Manufacturing defect (after opening): If the device has been opened and a technical fault is found this is not treated as a return It will be handled under the official warranty through the authorized agent/service provider.
Where applicable we may:
Direct you to the nearest authorized service center, or help arrange shipping on your behalf.
Warranty coverage applies to manufacturing defects (hardware and software) and does not cover misuse or accidental damage.
4. Exclusions
Due to the nature of electronics and the sensitivity of new products, we do not accept returns or exchanges in the following cases:
Changing the product or color after purchase and delivery (when there is no store error).
If the seal has been broken or the device has been used, even if it is in perfect condition.
Personal-use accessories (such as in-ear headphones) for hygiene reasons.
5. Shipping Costs
Store error: We cover two-way shipping costs.
Warranty/maintenance cases: Shipping and transport costs follow the authorized service center’s policy.
