At ِAbu lawi, we are committed to providing maintenance and repair services for products purchased from our store or online shop. We strive to ensure customer satisfaction by offering exceptional after-sales services in accordance with the highest standards.
Product Inspection Upon Receipt
We recommend that customers carefully inspect their products upon receipt or delivery to ensure there are no visible defects such as scratches, dents, or other damages. If any issue is noticed, please notify the delivery team or store staff immediately to document the case.
Please note that after receiving the product, no claims related to visible defects will be accepted, unless they fall within the approved maintenance policy conditions.
Maintenance and Repair Terms & Conditions
• After-sales service: We provide maintenance and repair services based on specific terms and conditions, which may be updated periodically in accordance with authorized dealer instructions and local consumer protection regulations.
• Service request initiation: Customers must provide a receipt and purchase invoice details when submitting a maintenance request. Photographic evidence of the product’s condition should also be provided.
• Inspection and documentation: The product will be examined by the authorized dealer or a specialized team to assess its condition, and an official report will be issued if manufacturing defects or maintenance needs are identified.
Maintenance and Repair Conditions
• Small products: Maintenance requests for small products can be submitted within 3 business days from the purchase or delivery date. If a manufacturing defect is detected, an inspection will be arranged with the authorized dealer.
• Large products: Maintenance requests for large products must be submitted within 3 business days from the delivery date. If a manufacturing defect is found, the authorized dealer’s service team will inspect the product on-site and issue a report to determine if repair or replacement is necessary. If a defect is confirmed, replacement will be provided based on the dealer’s assessment.
• Warranty coverage: Maintenance and repair services apply to products covered under the manufacturer’s or authorized dealer’s warranty. Products that are out of warranty will be serviced based on repair costs determined by the dealer.
Non-Serviceable Products
• Promotional items and free gifts.
• Products with clear external damage (such as breakage or visible damage) that occurred after unboxing.
Damaged on Arrival (DOA) Policy
• Products damaged upon delivery: If a product is damaged upon delivery (whether small or large), it can be replaced within 3 business days from the invoice date, provided it is in its original condition, including packaging and accessories.
• Small products with damage or missing accessories: If any damage or missing parts are discovered, the product can be exchanged directly at the store after coordination with the authorized dealer.
Maintenance Follow-Up and Case Closure
• Customer follow-up: Customers will be contacted via the phone number provided in the service request after the inspection is complete. If maintenance costs apply, customers will be informed and must visit the store to sign and complete the payment.
• Delayed pickup or refusal to collect: If the customer delays picking up their product or refuses to accept it, storage fees will be applied after 30 days from the service request date. If the delay exceeds 60 days, the product may be subject to disposal procedures.
Maintenance for Digital or Smart Products
• Smart products: This includes items such as televisions and other digital devices. Customers should remove any personal information or accounts before sending the product for inspection.
• Products without official commercial contracts: If no contract exists between the company and the dealer, customers will be directed to the authorized dealer for service.
Warranty and Repairs
• Warranty coverage: All products sold by Abu lawi come with a warranty as per the terms provided by the authorized dealer. If a product is out of warranty, it will be inspected, and the repair cost will be determined accordingly.
• Spare parts: All required spare parts for maintenance are provided through the authorized dealer. If the product is out of warranty, the customer will bear the cost of the parts.
Additional Notes
• Final-sale products: Items labeled as “last piece” are non-returnable and non-exchangeable unless a manufacturing defect is found. Such products will be inspected according to the dealer’s policy.
At Abu lawi , we are committed to providing you with the best after-sales service and are always happy to assist you!
