Return & Exchange Policy
Returning/exchanging products on HNAK.COM
Products may be returned to HNAK.COM in accordance with the below conditions.
Customers who wish to exchange a product for another one must first return the initially bought product and after that make a separate purchase for the new product.
Cases of returning products
Returning products is possible in the following events:
a. If the product or order is defective, damaged, not working, received with missing pieces or if the product received is significantly different from the product ordered “Defective Product or Order”
b. If the product is in good condition i.e. not faulty, and the customer would like to return it.
Eligibility for return
Customers wishing to return a Defective Product or Order must:
request the return of the Defective Product or Order within (15) days of receiving it along with a photo of the faulty product;
be unaware or did not consent to the default prior to purchasing;
have not caused any further damage to the product;
return the product in its original packaging along with the price tag, stickers and any promotional gifts.
HNAK.COM’s product inspection centre must approve the return after checking the Defective Product or Order and ensuring its compliance with the above conditions and in accordance with the steps mentioned in paragraph (6) below.
Customers wishing to return a product that is not faulty must:
request the return of the product within (15) days of receiving it;
ensure that the product is unused with its accessories (if any) attached and in a good condition as received;
return the product in its original packaging, with the price tag, any stickers and promotional gifts intact;
products from the sale category cannot be returned;
The following products cannot be returned/exchanged: discounted items, underwear and lingerie, swimwear, socks and hosiery, any products that cannot be returned for health reasons, books, magazines, periodicals, newspapers, computer programs or software, music albums and games discs, CDs, cosmetics and fragrance, earrings, partially or wholly custom-made items and perishables such as food and flowers; and
HNAK.COM’s product inspection centre must approve the return after inspecting the products for compliance with the above conditions and in accordance with the steps mentioned in clause (7) given below.
Returning products after the lapse of the (15) days period
Customers may not return products after the lapse of the (15) day window. If the product was a Defective Product or Order, the customer may contact HNAK.COM and explain his/her situation which shall have discretion to decide on each case without prejudice to any other condition mentioned in clause (3) above.
Handling the cost of returning products
HNAK.COM shall handle the return shipping cost (and any custom charges) in cases of returning a Defective Product or Order, provided that the conditions in clause (3) above are met.
The customer shall handle the return shipping cost (and any custom charges) if the product was not a Defective Profuct or Order.
How refunds are processed
Refunded amounts shall be transferred to the customer’s bank account within (30) days from the date HNAK.COM’s product inspection centre approves the return, taking into consideration that the refunded amount may take longer to appear in the customer's bank statement.
Steps for cancelling an order
Customers wishing to cancel an order for which the shipping procedures have not yet commenced must contact HNAK.COM’s Customer Service Centre by calling (+966 920009538) during working hours (from 10 am to 5 pm, from Sunday to Thursday). If the shipping procedures were already initiated, then the customer must first receive the product and then initiate return proceedings in accordance with paragraph (8) below.
Steps for returning a product
The following steps must be followed when the customer wishes to return a received product or a product for which shipping procedures have been initiated.
a. Send a return request ‘My Orders’ page on the website or the application and click ‘return a product’. A customer may also contact HNAK.COM’s Customer Service Centre by sending an email to (firstname.lastname@example.org) or by calling (+966 920009538) during working hours (from 10 am to 5 pm, from Sunday to Thursday);
b. the designated shipping carrier will coordinate with the customer in order to pick up the product he/she wishes to return;
c. the customer must return the product in the same state it was received in and in its original packaging and hand it to the representative of the shipping carrier;
d. the paid amount will be refunded to the customer following the inspection of the product by the product inspection centre to ensure that it is compatible with the conditions of the Return and Exchange Policy.
In all cases, if HNAK.COM did not approve the return and the customer refused to receive the product, then HNAK.COM shall have the right to dispose of the product in any manner it wishes after (60) days from the date the customer’s refusal to receive it.
Products’ Warranty and maintenance services
HNAK.COM is not responsible for providing a warranty or maintenance of services for third party products displayed on its site. The customer should contact the manufacturer or the distributor of the product for information related to warranty or maintenance.
HNAK.COM provides warranty for the products it manufactures or distributes that are subject to a warranty i.e. Vehicles, electrical and electronic equipment ("Products Subject to Warranty") for a period of two years from the date of purchase.
To benefit from the warranty, products must satisfy he following conditions:
a. The serial number of the product must be intact; HNAK.COM has the right to refuse the warranty if the serial number is removed or changed;
b. The defect or malfunction should not be caused by the customer’s improper use or negligence, or by performing maintenance on the product in a way that does not comply with product recommendations, or by overcharging batteries or batteries or using charging devices other than those approved by the manufacturer;
c. The defect or failure is not due to accidents, natural disasters, improper ventilation, voltage fluctuations or any reasons beyond the control of HNAK.COM;
d. The defect or the failure is not due to unauthorized modifications on the product in order to comply with local or international technical standards of countries for which the products were not originally designed for.
The warranty does not include the periodic inspection, maintenance, repair and replacement of spare parts due to normal wear and tear, or the replacement of consumables such as batteries, light bulbs, wires etc
HNAK.COM is committed to providing a paid maintenance service for which the amount is determined at its own discretion, on Products Subject to Warranty.
Warranty and maintenance services must be carried out through authorized service centers of HNAK.COM. In case such services were performed through an unauthorized service center, HNAK.COM is not liable for any resulting damages, claims or compensations.
customers wishing to benefit from warranty or maintenance services provided by HNAK.COM, must contact the Customer Service Centre by sending an email to (email@example.com) or by calling (+966 920009538) during working hours (from 10 am to 5 pm, from Sunday to Thursday). The Customer Service Centre will check if the conditions are fulfilled and respond to the customer.