Ecommerce Return and Exchange policy
At Ashrafs W.L.L your satisfaction is a guarantee. If you are not satisfied with your purchase, we will take back sold items within seven days for either exchange or refund subject to the following terms and conditions.
- Refund/Exchange does not apply to Laptops, Tablets, Printers, Mobile Phones, DVDs, CDs, Digital Cameras/Camcorders,and Personal Care and Hygienic products.
- In case of Cartridges, PC Software, Video Games and all accessories, return/exchange is possible only if the packing has not been tampered with in any way.
- Products should be accompanied with the original sales invoice for Exchange and Refund. Refund for items purchased by credit card will be transferred ONLY to credit card account.
- Exchange/Refund can be done from Ashrafs Main showroom – Hoora customer service after verification from service team between 9 am to 6pm except Friday and public holidays.
- All purchases done through online platform, which warrants returns, can be done by customer bringing the items to Ashrafs Hoora showroom on prescribed time. Ashrafs will not collect items which can be transported by customer himself. Only items like large screen televisions and large appliances will be collected by Ashrafs.
- Any product purchased within Fifteen days and returned as dead on arrival/not functioning as per operational manual/falling short of declared product specifications, will be exchanged or refunded after it has been tested by our personnel or manufacturer’s authorised service centre technician, as applicable. The process can take upto five business days. Exchange/Refund will be done only after the investigation/technical report.
- Exchange or Refund on Major/Medium Home Appliances, Large panels and Audio/Video products will be exchanged or refunded based on manufacturer’s authorised service centre’s investigation report and approval.
- If the packaging has minor soiling or is opened and product not defective, unused, no visible scratches or marks observed, a re-stocking fee of 15 percent will be deducted while making exchange/refund.
- If the packaging is incomplete or product damaged, scratched, exchange or refund will not be applicable.
- Product must be returned with all the original packaging materials, accessories, manuals, registration card, Free of Cost/Bundled Items and Promotional Vouchers.
- If the product returned, has any data or information stored in the memory or storage device, Ashrafs W.L.L will not be responsible for the transfer of such data or information to another product given to the customer as an exchange, or for the” loss of any data or information still residing on the returned product.
- Service, delivery and installation charges are non-refundable once performed.
- Special order items or cut cable/wire are not refundable.
- Ashrafs W.L.L Management’s decision will be treated as a final decision.
- Please check your purchased item at the time of receiving, Ashrafs W.L.L will not be responsible for any missing items or any kind of physical damages on the item purchased.