1. Introduction

At EMDAD, we are committed to providing high-quality industrial products and ensuring customer satisfaction. This Refund and Return Policy outlines the conditions under which returns, exchanges, and refunds are accepted.

2. Eligibility for Returns

Products may be eligible for return or exchange if:

• The item received is defective, damaged, or not as specified in the confirmed order.
• The wrong product was delivered due to an error on our part.
• The return request is made within [عدد الأيام] days from the date of delivery.

Custom-manufactured products, special orders, or items made to client specifications are not eligible for return unless found to be defective or non-compliant with the agreed specifications.

3. Conditions for Return

To be eligible for a return, products must be:

• Unused and in their original condition and packaging.
• Accompanied by the original invoice or proof of purchase.
• Free from damage caused by misuse, improper installation, or normal wear and tear.

4. Return Process

To initiate a return, please contact our team within the eligibility period via email or phone with the following details:

• Order number and invoice
• Description of the issue
• Photos of the product (if damaged or defective)

Our team will review the request and provide instructions for return shipping, if approved. EMDAD reserves the right to inspect returned items before approving a refund or exchange.

5. Refunds

Once a return is received and inspected, we will notify you of the approval or rejection of the refund. If approved:

• Refunds will be processed to the original method of payment within [عدد الأيام] business days.
• Shipping and handling fees are non-refundable, unless the return is due to our error.
• For bulk or corporate orders, refunds may be processed according to the terms agreed in the purchase contract.

6. Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need an exchange for the same item, please contact us directly to arrange the process.

7. Non-Returnable Items

The following items are not eligible for return or refund:

• Custom-built or made-to-order products
• Products that have been installed, used, or altered
• Items returned without prior authorization from EMDAD
• Products beyond the eligible return period

8. Shipping Costs

Customers are responsible for return shipping costs, unless the return is due to a defect or error on our part. Original shipping charges are non-refundable except where required by law.

9. Damaged or Defective Items

If you receive a product that is damaged or defective, please contact us within [14] days of delivery with photos and order details so we can resolve the issue promptly through a replacement or refund.