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The following are the most important basic items of sale, explaining the obligations of both the first party (the seller) and the second party (the buyer or customer).
First: cancel the request
The customer has the right to cancel the purchase before shipment, and accordingly he can recover the full amount, and the period for returning the amount to the customer takes five working days and may reach twenty days, by contacting us directly from the first party through customer service.
In the event that the payment process is completed, the amount paid will be returned according to a payment method, whether it is (bank transfer, Visa, Master Card) and it will never be returned in cash.
Second: exchange and return
- In the event that the fault or error is from the first party, he shall bear the shipping costs and replace the product for free, otherwise the shipping company or the customer is responsible for it.
- If there are errors or manufacturing defects, the first party shall bear the shipping and replacement costs, in the event that it is notified by the second party or the customer to inform us of the defect within only 7 days of receiving the shipment.
- The refund process takes place within 3 days from the date of receipt, but after this period, the amount will be added as a credit for the purchase from the site.
- Any delay in delivery of shipments due to the shipping company is outside the responsibility of the first party.
- The customer bears the shipping costs and the amount is not refunded by the first party.
- Returns are possible only if the product is in the same condition as when purchased and wrapped in the original packaging.
- Coffee and bean products cannot be returned or exchanged.
- The order amount will be returned to the customer, minus the shipping value, within 3-21 working days of receiving the order from the customer, depending on the payment method.
- In the event that a bill of lading is issued to replace or return the product, the customer must deliver the product to the SMSA office within 3 working days, and in the event that the customer is late in delivery, he will have to pay an additional fee of 28.75 riyals.
Third: Warranty and maintenance
Maintenance and warranty services are provided on all electrical appliances directly from the agent, for a period of two years from the date of purchase.
Warranty policy provided by the first party:
- The two-year warranty applies to all devices in case of manufacturing defects.
- We guarantee the maintenance or replacement of the product within a period not exceeding 30 days, from the customer’s complaint for the faults covered by the warranty, if the parts are available.
- Warranty does not include consumable parts.
Damages resulting from:
- Attempting to repair outside the authorized service center or attempting to install unauthorized spare parts.
- Misuse of the product, such as: (the product was exposed to breakage, moisture, or high temperature).
- All malfunctions resulting from operating the machine and connecting it to other than the water specifications recommended by the company.
- Non-compliance with the instructions and instructions for use attached to the device when operating and using it.
- Violating periodic maintenance conditions or the manufacturer's instructions.
- The warranty does not include shipping costs.
Shipment damage:
- In the event that the shipment or part of it is damaged or lost, the shipping company bears the responsibility to compensate the customer for an amount not exceeding 100 riyals, and this is done by contacting the customer service of the first party.
- In the event that the customer wishes to secure his order, he can contact us through customer service, either via WhatsApp or e-mail, to be served quickly.
Fourth: Shipping and delivery
- After confirming the order and payment, the first party will prepare the order and deliver it within a period not exceeding 6 working days, starting from Saturday to Thursday.
- The second party's application shall be stored, if desired, for a maximum period of three weeks after the application is approved and payment is completed. The responsibility for the goods is transferred from the first party to the second party after the expiration of the three-week period. The first party takes care of the goods as much as possible, and after the goods remain for a period of more than six weeks, the first party is not responsible for the goods sold at all.
Shipping within the Kingdom of Saudi Arabia:
- The first party ensures that orders are shipped, a shipment tracking number is issued, and delivered to the carrier within 3-7 working days after receiving the payment and confirming the payment process.
- The period of delivery of orders to customers of the cities of "Jeddah - Makkah" is within one or two working days. As for the rest of the other regions in the Kingdom , we ship orders through SMSA and Red Box , and the delivery period is within 3-4 working days after issuing the tracking number of the shipment and handing it over to the carrier.
- Any delay in receiving the shipment is outside the responsibility of the first party. Please contact SMSA directly on its unified number (920009999) or via WhatsApp ( +966 11 289 2999 ).
- Orders are shipped via Red Box, and the service includes the following cities: “Riyadh, Jeddah, Dammam, Al-Ahsa, Jubail, Al-Kharj, Al-Khobar, Dhahran, Ras Tanura, Diriyah, Makkah.” Shipping is received by the customer from the nearest Red Box branch to him.
- In the event that the shipment was not received by the customer and the request was returned to us, and the customer re-ordered the shipment again, an additional shipping fee of 25 riyals will be charged in addition to the advance fees.
- The customer's order is not canceled if it is late for the date of receipt specified by the shipping company.
Except in the following cases:
- The request should not be about coffee products or coffee beans.
- That the order be returned to us and received from the shipping company.
If the previous conditions are met, the order will be canceled and the amount will be returned to the customer, minus the shipping fees.
Shipping outside the Kingdom: Gulf countries (Kuwait - Bahrain - Emirates - Oman)
- The first party ensures that orders are shipped, a shipment tracking number is issued, and delivered to the carrier within 3-7 working days after receiving the payment and confirming the payment process.
- The order will be delivered within 15 working days via:
- SMSA and any delay in receiving the shipment is outside the responsibility of the first party. Please contact SMSA directly on its unified number (920009999) or via WhatsApp ( +966 11 289 2999 ).
- DHL and any delay in receiving shipments is outside the responsibility of the first party. Please contact DHL directly on its unified number (920003450).
Fifth: The value of shipping fees
First: Inside the Kingdom
- In the event that the total order is 300 riyals or more, then the shipping fees are free, but if the total order is less than 300 riyals, then a shipping fee of 25 riyals is calculated.
- And if the shipping option is Red Box, the shipping fee will be 14 riyals only.
Second: Gulf countries
Shipping fees are calculated according to the weight of the shipment, and full shipping fee details appear before completing the payment process.
Sixth: On-site payment methods
Payment is made via electronic payment services: Mada, Visa, MasterCard, Apple Pay,
Seventh, seasonal offers:
- Orders are shipped within 1-4 working days, and delivery is made within 7-10 working days after the order is completed and confirmed.
- Shipping is free for our customers inside Saudi Arabia only.
- The discount does not include packages, discounted wholesale cartons, and discounted commercial machines.
- Free dyeing of Strada machines does not include dyeing of machine legs.
