Technical Support Policy

1. Complaint can only be accepted for items which are covered under
warranty as when customer complains.
2. Warranty period is determined from delivered date (order delivered date
is included in warranty).
3. For non-warranty items complaint needs to filed within 24 hours
delivered date.

Dubai
 Less Than 20 AED – Coupon Only
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1. No Quality
2. After 7 days , if the customer still have any item have warranty , we
will issue a coupon , only in case the item is not working.
3. Physical Damage/ Missing items within 24hrs
4. Any complaint take photos - Within 7 Days
NCP coupon can be issued and sent to the email Id entered while
creating the complaint.
Coupon has 7 days validity from the date of issue.
Coupon cannot re-issued once it expires and cannot be converted to
refund.
Coupon value needs to be used at once and is non-transferrable
(cannot be used from a different awok profile).
Two or more coupons cannot be merged.
All additional charges apply (delivery/order processing fee)
  More Than 20 AED – Coupon , Refund , Service
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1. Physical Damage within 24hrs
2. Quality = Within 24 , Cx will pay 40 AED & Lose 15% Re-stocking Fees
3. Any Complain :
a. First 3 days , shipping for free
b. From 4 to 7 , pay 40 AED for shipping
4. After 7 days , pay 40 AED , Service only.

Pickup time: 3-4 working days.

Complaint resolution time: 7-14 working days from the time is received in the
warehouse.

Once RMA is processed and approved for cancellation, ENR coupon is issued (by
default) unless the customer has requested for a refund.

ENR Coupon – 3 months validity.

Can be re-issued even after it expires and can be converted to refund whenever
requested.
Coupon value needs to be used at once and is non-transferrable (cannot be used
from a different awok profile).
Two or more coupons cannot be merged.
All additional charges apply (delivery/order processing fee)

Refund:

Pay by Card (on delivery) or paid (online): we can only refund to the same card
from which the customer had made the payment. Other cards cannot be used.

Cash refunds are processed via Al Ansari Exchange. Customer needs to ensure
that the name on the ticket is as per government issued Id while creating the
ticket online.
Once refund is processed, customer receives a text message from Al Ansari
Exchange on their registered mobile number. Customer needs to visit any Al
Ansari branch and show them the transaction ID and their government issued ID
in original. Customer needs to collect the refund with 30 days, otherwise the
amount is blocked by Al Ansari.

Once refund is processed, for any name corrections requests Al Ansari charges
admin fee of 20 AED which is deducted from the refund value.
If the customer fails to collect the refund amount within 30 days, Al Ansari
charges an un-blocking fee of AED 20 which is deducted from the refund value.

KSA
 Less Than 50 SAR – Coupon Only
----------------------------------------------
1. No Quality
2. Physical Damage/Missing items within 24hrs
3. Any complaint take photos – Within 7 Days
4. After 7 days , if the customer still have any item have warranty , we
will issue a coupon , only in case the item is not working.

NCP coupon can be issued and sent to the email Id entered while
creating the complaint.
Coupon has 7 days validity from the date of issue.
Coupon cannot re-issued once it expires and cannot be converted to
refund.
Coupon value needs to be used at once and is non-transferrable
(cannot be used from a different awok profile).
 Two or more coupons cannot be merged.
All additional charges apply (delivery/order processing fee)

 More Than 50 SAR – Coupon , Refund , Service

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1. Physical Damage within 24hrs
2. Quality = Within 24 , Cx will ship the item on his own expense &
loses 15% Re-stocking Fees
3. Any Complaint = Cx will ship the item on his own expense
4. After 7 days , Cx will ship the item on his own expense , Service
Only

ENR Coupon – 3 months validity.

Can be re-issued even after it expires and can be converted to refund
whenever requested.
Coupon value needs to be used at once and is non-transferrable
(cannot be used from a different awok profile).
Two or more coupons cannot be merged.
All additional charges apply (delivery/order processing fee)