Return and exchange policy
Return and Exchange Policy
Clear Return and Exchange Period
At Najma Apple Communications, we are committed to providing a reliable and modern shopping experience. You can return or exchange most products within 14 days of receiving your order. This timeframe allows you ample opportunity to inspect the product and ensure it meets your expectations. Regarding services, we currently do not offer digital services.
Product or Service Conditions
To ensure a smooth return or exchange process, all products must be in their original condition as purchased, unused, and with all original packaging and accessories. Products must be free from any damage, scratches, or signs of use, and must not have any unusual odors. Please include the original invoice or order number when submitting a return or exchange request. For electronic devices, please ensure that there are no prior logins or personal settings, that the serial number matches the one sold, and that the warranty has not been activated in the customer's name, if applicable.
Excluded Products and Conditions
To ensure product quality and protect the rights of our customers, the following products are non-refundable and non-exchangeable:
Products that have been opened or used, except in cases where a manufacturing defect is proven.
Products that have had their original packaging removed or whose packaging is damaged to the point where it cannot be resold in its original condition.
Products damaged due to misuse.
Products missing any of their original accessories or missing the original invoice.
Digital products after downloading or using them.
Products customized to the customer's request.
Health or personal hygiene products after opening.
Important Note: Opening the box of an electronic device does not necessarily exclude it from the return policy, provided the device has not been used, its warranty has not been activated, and no software or data has been downloaded onto it. However, each case will be assessed individually.
Order Process
To submit a return or exchange request, please contact us within the specified period (14 days from the date of receipt) via one of the following channels:
WhatsApp: +966550664889
Through your store account on the 'My Orders' page (if available).
Please provide us with the following information to expedite the processing of your request:
Order number.
Reason for return or exchange.
Clear photos of the product (if there is a defect or damage).
Your contact information (full name, mobile number).
Shipping fees and their responsibility
Shipping fee responsibility is determined as follows:
If the reason for the return or exchange is due to a store error (damaged product, wrong product, manufacturing defect): Apple Star Communications will bear all shipping fees associated with the return or exchange.
If the reason for the return or exchange is due to the customer's request (change of mind, ordering a different product, etc.): The customer is responsible for the shipping fees to return the product to the store, in addition to the original shipping fee paid at the time of purchase (if applicable).
Refund Method and Timeframe
After receiving the returned product and verifying that it meets the return conditions mentioned above, your payment will be refunded to the same original payment method you used at the time of purchase. Return requests are processed within 14 business days from the date we receive the returned product and verify its condition. The refund may take a few additional days to appear in your account depending on your bank's policies. Shipping fees or electronic payment service fees may be deducted if they are the customer's responsibility.
Damaged or Incorrect Product
If you receive a damaged product or one different from your order, please contact us immediately within 24-48 hours of receiving your order. You must provide us with clear photos of the damaged or incorrect product and your order number. We will process your case immediately and either replace the product with a correct one or issue a full refund, depending on our assessment of the product's condition and availability. Apple Star Communications will cover all shipping costs in this case.
Discounted Products and Special Offers
Products purchased during sales or special offers are subject to the same return and exchange policy mentioned above, unless it is clearly stated before purchase that the product is part of a 'final clearance' or 'non-returnable and non-exchangeable' sale. In these cases, the product cannot be returned or exchanged.
Link to Terms and Conditions
This return and exchange policy is an integral part of the Terms and Conditions of Apple Star Communications. By making a purchase from our store, you agree to abide by both policies to ensure the rights of all parties.
Policy Suitability for the Electronics Industry
This policy aims to provide clarity for our valued customers in the electronics sector. We understand the importance of warranty and performance quality, and therefore emphasize the following points:
Returns vs. Warranty and Maintenance: The return and exchange policy covers cases where you wish to return or exchange a product within 14 days of purchase, subject to the specified conditions. Warranty and maintenance services are subject to the manufacturer's or authorized dealer's terms and conditions and are handled according to the warranty period specified for each product after the return period.
Unlocking and Activating Electronic Devices: Najma Apple Communications understands that inspecting some electronic devices may require opening their original packaging. Therefore, return requests for these products are assessed based on the device not being used, the warranty not being activated in the customer's name, and no personal data or software being stored on it. The store reserves the right to refuse a return if it is found that the device has been used beyond the initial inspection.
Customer Data Responsibility: In the event of returning any electronic device (such as mobile phones), the customer is fully responsible for erasing all their personal data from the device before returning it. Najma Apple Communications will not be responsible for any personal data that may remain on the device after its return.