Return Policy

**Last Updated: January 2026** ## 1. Overview IWACO is committed to customer satisfaction. This Return Policy outlines the terms and conditions for returning products purchased from our website or branches. ## 2. Return Eligibility ### 2.1 Time Frame Products may be returned within **14 days** of delivery date. ### 2.2 Condition Requirements To be eligible for return, products must: - Be unused and in original condition - Include all original packaging and accessories - Have no signs of installation or use - Include original documentation and certificates - Have intact manufacturer seals ### 2.3 Non-Returnable Items The following items **cannot** be returned: - Custom-ordered or special-order products - Cut pipes or modified fittings - Products damaged by customer - Items without original packaging - Products used or installed - Items purchased on clearance/final sale - Consumable items once opened ## 3. Return Process ### 3.1 Step 1: Contact Us Before returning any item: 1. Contact our customer service at contact@iwaco-sa.com or +966 11 464 8599 2. Provide order number and reason for return 3. Wait for Return Authorization (RA) number **Important**: Returns without RA number will not be accepted. ### 3.2 Step 2: Prepare Package - Repack items in original packaging - Include all accessories and documentation - Write RA number clearly on package - Do not write directly on product boxes ### 3.3 Step 3: Ship or Drop Off **Option A - Ship to Us:** - Use trackable shipping method - Customer pays return shipping unless product is defective - Ship to address provided with RA number **Option B - Branch Drop-Off:** - Return to any IWACO branch location - Present RA number and original receipt - Receive immediate inspection ## 4. Inspection and Processing ### 4.1 Inspection Timeline - Returns are inspected within 3-5 business days of receipt - You will be notified of inspection results via email ### 4.2 Acceptance Criteria Returns will be accepted if: - Item matches original order - Condition meets requirements - Valid RA number provided - Return is within time frame ### 4.3 Rejection Reasons Returns may be rejected if: - Item shows signs of use or installation - Packaging is damaged or missing - Product does not match order - Return exceeds 14-day window - No RA number provided ## 5. Refund Methods ### 5.1 Approved Returns Once your return is approved: - **Original Payment Method**: Refund within 7-10 business days - **Store Credit**: Immediate credit to account - **Exchange**: Ship replacement within 2-3 business days ### 5.2 Refund Amount - Full product price refunded for defective items - Original shipping costs are non-refundable (unless product is defective) - Return shipping costs are customer's responsibility (unless product is defective) ### 5.3 Restocking Fee A 15% restocking fee applies to: - Returns without defect (customer changed mind) - Large or heavy items - Special order items (if returnable) Restocking fee is waived for: - Defective products - Wrong items shipped - Damaged during shipping ## 6. Exchanges ### 6.1 Exchange Process To exchange an item: 1. Follow standard return process 2. Specify replacement item in RA request 3. Pay any price difference 4. Receive replacement after original is inspected ### 6.2 Exchange Shipping - We cover shipping for exchanges due to defect or error - Customer pays shipping for preference exchanges ## 7. Defective Products ### 7.1 Definition A product is considered defective if: - It does not function as intended - Has manufacturing defects - Arrives damaged - Does not match specifications ### 7.2 Defective Product Process 1. Contact us immediately upon discovering defect 2. Provide photos/videos of defect 3. Receive expedited RA number 4. Choose: refund, replacement, or repair ### 7.3 Warranty Coverage - Defective products may be covered by manufacturer warranty - We facilitate warranty claims with manufacturers - See product documentation for specific warranty terms ## 8. Wrong or Damaged Items ### 8.1 Wrong Item Shipped If you receive the wrong item: 1. Contact us within 48 hours of delivery 2. Do not open or use the product 3. We will arrange free pickup and send correct item 4. No fees apply ### 8.2 Damaged in Shipping If product arrives damaged: 1. Document damage with photos 2. Keep all packaging materials 3. Contact us within 48 hours 4. We file claim with carrier and send replacement **Important**: Inspect packages upon delivery. Note any damage on delivery receipt. ## 9. Cancellations ### 9.1 Order Cancellation Orders can be cancelled: - **Before shipment**: Full refund, no fees - **After shipment**: Subject to standard return policy - **Custom orders**: May incur cancellation fees ### 9.2 How to Cancel Contact customer service immediately: - Email: contact@iwaco-sa.com - Phone: +966 11 464 8599 - Provide order number ## 10. Special Circumstances ### 10.1 Bulk Orders Returns of 10+ units of same item: - Contact sales department - May require approval - Special arrangements may apply ### 10.2 Business Accounts Established business accounts may have: - Extended return windows - Waived restocking fees - Special return arrangements - Contact your account manager ## 11. Contact Information **IWACO Returns Department** Email: contact@iwaco-sa.com Phone: +966 11 464 8599 Hours: Saturday-Thursday, 8:00 AM - 6:00 PM **Return Address** (Provided with RA number): IWACO - Returns Department Salah Ad Din Al Ayyubi Rd Al Malaz, Riyadh 12841 ## 12. Policy Changes We reserve the right to modify this Return Policy at any time. Changes will be posted on our website with an updated date.