At Fanoos AlHadeeth Trading Co., we aim to supply the correct products, specifications, and quantities required for every project. We understand that materials are often purchased based on technical specifications, project requirements, and approved product selections.
This explains the conditions and process for requesting an exchange, return, or refund for Products supplied by the Company.
All exchange, return, and refund requests are reviewed by the Company based on the nature of the Product, the type of Order, the condition of the goods, and applicable KSA laws and regulations.
Products supplied against a confirmed quotation, purchase order, or project specification may be subject to specific commercial terms agreed with the Customer before the Order is confirmed — see Clause 1.4 (Procurement-Authorized & Contract Orders).
Nothing in this Policy affects any rights that cannot legally be excluded under the applicable laws and regulations of the Kingdom of Saudi Arabia.
For eligible standard Products, the Customer may request a return within seven (7) days of receiving the Product, provided that:
The return request must be submitted to the Company’s sales team together with the relevant order, invoice, or quotation details.
The seven (7)-day return right is subject to the applicable provisions and exceptions under KSA trade regulations.
Products manufactured, fabricated, modified, or supplied according to the Customer’s specific dimensions, drawings, specifications, material requirements, or project requirements are generally not eligible for return or exchange due to a change of mind or a change in project requirements.
This includes custom-fabricated items such as:
KSA e-commerce regulations recognize an exception for products manufactured according to the consumer’s specifications.
Where a custom Product is supplied incorrectly due to an error on the Company’s part, the Company will review the matter and, where applicable, arrange correction, replacement, or another appropriate remedy.
For Orders placed through a Request for Quotation (RFQ), purchase order, or other commercial agreement, the applicable exchange and return conditions may be specified in the relevant quotation, purchase order, sales agreement, or contract.
The Customer is responsible for reviewing product descriptions, quantities, dimensions, materials, technical specifications, and other requirements before confirming an Order.
Once an Order has entered production, fabrication, procurement, or dispatch, cancellation or return may be subject to additional conditions depending on the Product and the supplier.
Where the terms stated in a quotation, purchase order, contract, or project agreement conflict with this Policy, the terms of the signed commercial agreement shall prevail over this Policy to the extent permitted by applicable law, in accordance with the order of precedence set out in Clause 3.1.
If the Customer receives a Product that is:
the Customer should contact the Company as soon as possible.
The Company may request photographs, delivery information, order details, product specifications, or other documentation to assess the issue.
Where a Product is defective, adulterated, counterfeit, or otherwise does not meet applicable requirements, the Customer may have rights to return the Product and receive a refund under KSA consumer protection regulations.
All returned Products may be inspected by the Company before an exchange or refund is approved. The inspection may include checking:
Products that have been installed, altered, damaged through improper handling, or used contrary to their intended purpose may not qualify for return, where permitted by applicable law.
Where an exchange is approved, the replacement Product will be subject to availability.
If the requested replacement Product has a different price, the difference may be payable by, or refundable to, the Customer, as applicable.
For project-specific or custom-fabricated Products, exchanges will be assessed individually based on the approved specifications and the reason for the exchange.
Where a refund is approved, the Company will process the refund in accordance with applicable law and the payment method used for the transaction, where applicable.
Where a refund is approved and Value Added Tax (VAT) was charged on the original transaction, the refunded amount will include the applicable VAT, in accordance with KSA VAT regulations.
Refund timing may depend on:
For eligible cancelled transactions, KSA e-commerce regulations provide for the return of amounts paid within the applicable regulatory timeframe and through the same payment method, subject to the relevant provisions.
Where a return or replacement is required because the Product supplied was incorrect, defective, or damaged before delivery, the Company will review the circumstances and determine the appropriate delivery or return arrangement.
Where a return is requested for reasons unrelated to a product defect or supplier error, all costs and expenses arising from or relating to any approved return or replacement — including but not limited to transportation, handling, loading, unloading, inspection, repackaging, and any applicable administrative charges — shall be borne exclusively by the Customer, where permitted by law and the agreed commercial terms.
For procurement Orders, delivery and return costs may also be governed by the relevant quotation, purchase order, or contract.
The Company’s liability in connection with any return, exchange, or refund under this Policy is, in all cases, subject to the general limitation of liability set out in Clause 3.5.
Subject to applicable KSA laws and regulations, Products may not be eligible for return where they:
This does not affect the Customer’s statutory rights regarding defective, counterfeit, or non-conforming Products.
The Customer may contact the Company’s sales team to request cancellation before an Order is processed, fabricated, procured, or dispatched.
Whether a cancellation can be accepted will depend on the status of the Order and the applicable quotation, purchase order, or sales agreement.
For custom-made Products, once a drawing, sample, or product specification has been approved and production has started, no change, modification, or cancellation to the Order will be accepted.
Where the Company has incurred costs before a cancellation is accepted (for example, materials ordered or fabrication work performed), those costs may be charged to the Customer.
To request a return, exchange, or refund, please contact the Company’s sales team and provide:
The Company’s team will review the request and, on receipt of a complete request, aims to respond within 2–3 Business Days.
Email: sales@al-fanoos.net Phone: +966 54 623 6905
Replacement Products are subject to availability.
If the original Product is no longer available, the Company may discuss an alternative product with the Customer where appropriate, subject to technical suitability and Customer approval.
For technical Products, the Customer should not substitute a product without confirming that the replacement meets the project’s required specification.
The Customer is responsible for reviewing its product requirements before confirming an Order, including:
For BOQs, drawings, schedules, and other technical documents submitted through an RFQ, the Customer is responsible for ensuring that the information provided is accurate and complete.
If you have any questions regarding exchanges, returns, cancellations, or refunds, please contact our team:
Fanoos AlHadeeth Trading Co.
Fanoos Commercial Center, Baladia Street, Azizia District, Jeddah, Kingdom of Saudi Arabia
Phone: 055 64 744 64 Email: info@al-fanoos.net
