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TERMS AND CONDITIONS OF SALE

General Policies

Homogenous Services For Trading Company is committed to providing high-quality products and professional services that meet customer expectations. To ensure clear procedures and the protection of both parties’ rights, the company adopts the following policies:

1. Return & Exchange Policy

  1. Return Requests
    • A return request may be submitted within 7 days from the date of receiving the product in the following cases:
      • Manufacturing defect in the product.
      • The product does not match the specifications listed in the quotation or invoice.
  2. Exchange Requests
    • Exchange is allowed within 7 days of receipt, and the customer is responsible for:
      • The cost of returning the product to the company’s warehouse.
      • The cost of shipping the replacement product to their address.
  3. Conditions for Return/Exchange Approval
    • The product must be unused and in its original condition.
    • All original packaging and accessories must be included.
    • The original purchase invoice must be provided.
  4. The product will be inspected by the technical department to verify eligibility before approving return or exchange.
  5. The company reserves the full right to reject any request that does not meet the stated conditions.
  6. The customer bears all shipping costs associated with the return or exchange, including the initial shipping.
  7. Custom or made-to-order products are not eligible for return or exchange.
  8. If a refund is approved, it will be processed within 15 working days to the same account from which payment was made.
  9. For custom or pre-ordered products, return requests will not be accepted after 10 days from the first payment.

2. Shipping & Delivery Policy

  1. Products are delivered during official working hours according to the approved delivery schedule from the sales department.
  2. Product prices include delivery and installation services only for items that require installation, as per company policy.
  3. If shipped via an external delivery company:
    • The company is not responsible for delays caused by the shipping company.
    • Full responsibility for the product transfers to the shipping company upon pickup from the company’s warehouse.
  4. Upon receiving the shipment, the customer or their representative must:
    • Inspect the products and sign the delivery form.
    • Ensure that the shipment is complete and undamaged.
  5. If no authorized person is available to receive the order:
    • A new delivery appointment will be scheduled.
    • The customer will bear any additional fees imposed by the shipping company.
  6. If the customer delays receiving the product for more than 15 days after the scheduled date:
    • A daily storage fee of 0.5% of the invoice value will be charged.
  7. If delivery is done via a third-party transporter (not company staff), loading and installation are not included in the shipping service.

3. Warranty Policy

Warranty Periods

  1. Electrical and mechanical devices: 2 years (24 months) from the date of receipt.
  2. Gas equipment: 1-year warranty.
  3. Shawarma machine burners: 3-month warranty.

Warranty Coverage

  • The warranty covers only malfunctions resulting from manufacturing defects.
  • The warranty does not include:
    • Product replacement.
    • Refund of the product's value.

To benefit from the warranty:

  • The original invoice must be provided.
  • The product’s serial number must be present and readable.
  • The product must be used according to the user manual and installation instructions.
  • The product must not be serviced or opened by unauthorized parties.

Where service is provided:

  • Maintenance will be done either at the company's main service centers or at the customer’s location, depending on the nature of the product and the defect, as determined by the technical team.

Cases Not Covered by Warranty:

  • Misuse or operation not following the product's instructions.
  • Servicing or opening by unauthorized technicians.
  • Using incorrect gas regulators or incompatible electricity supplies.
  • Failure due to lack of routine maintenance (e.g., filters, condensers, fans).
  • Poor storage, transportation, or blocked air vents.
  • Running food heaters without water, leading to explosions.
  • Gearbox damage from changing speeds without stopping the dough mixer.
  • Gas leaks due to unsafe installation or poor maintenance.
  • Consumables and accessories: bulbs, heaters, buttons, lights, etc.
  • Color, shape, or size variations due to manufacturing/display.
  • Failure to clean refrigeration units every 3 months (e.g., outdoor fan, condenser, filters).

Additional Notes

  • If the product is inspected and no manufacturing defect is found, the customer will bear all associated costs, including:
    • Service fees
    • Shipping costs
    • Technician visit fees (if applicable)
  • Year 1 of warranty: includes parts and service.
  • Year 2 of warranty: covers service only, not spare parts.