سياسة الاسترجاع
AOGT Replacement & Warranty Policy
Effective Date: [Insert Date]
At Arabian Oasis General Trading (AOGT), we are committed to supplying reliable furniture products and supporting our customers after purchase. As a wholesale furniture supplier, our after-sales service is primarily based on product replacement and warranty support, rather than a general return or refund policy.
This policy applies to eligible products supplied by AOGT and should be read together with the applicable product information, order terms, and warranty terms.
1. Product Inspection Upon Delivery
Customers are advised to inspect their order upon delivery and notify AOGT as soon as possible if they identify:
- Manufacturing defects
- Product damage
- Missing components or parts
- Incorrect products or specifications
- Other issues that may qualify for replacement or warranty support
Where possible, customers should provide photographs, videos, the order reference, SKU, and a description of the issue to help AOGT assess the complaint.
2. Complete Product Replacement — Within 10 Days
If an eligible product has a confirmed manufacturing defect, significant damage, or another qualifying issue reported within 10 days of delivery, AOGT may arrange replacement of the complete product, subject to inspection and approval.
The replacement will be provided where the reported issue is determined to be covered under this policy.
AOGT may request photographs, videos, or physical inspection of the product before approving a replacement.
3. Parts Replacement — Within 30 Days
For eligible product complaints reported after 10 days and within 30 days of delivery, AOGT will generally address the issue by replacing the affected or defective part/component, where the issue can be resolved without replacing the complete product.
For example, depending on the product, this may include replacement of:
- Chair mechanisms
- Armrests
- Wheels/casters
- Gas lifts
- Hardware
- Panels
- Other defective components
AOGT will determine the appropriate replacement solution based on the nature of the reported issue.
4. Product Warranty
Selected AOGT products are covered by a warranty of 1 year or 3 years, depending on the specific product.
The applicable warranty period will be determined by the product and may be stated on the product page, quotation, invoice, order documentation, or other applicable product information.
Warranty coverage generally applies to eligible manufacturing defects and product faults covered by the applicable warranty.
Warranty claims are subject to inspection and approval by AOGT.
5. Warranty Does Not Cover
Unless otherwise specifically agreed in writing, warranty and replacement support does not generally cover issues resulting from:
- Normal wear and tear
- Improper use or misuse
- Accidental damage
- Negligence
- Incorrect assembly or installation
- Unauthorized modification or alteration
- Damage caused by unsuitable cleaning products or chemicals
- Damage caused by excessive load or use outside the product's intended purpose
- Damage occurring after delivery due to improper handling or storage
- Damage resulting from circumstances outside normal product use
The applicable product warranty may contain additional exclusions depending on the product.
6. Customized and Special-Order Products
Customized, made-to-order, or specially manufactured products may be subject to specific terms agreed between AOGT and the customer before production.
Because such products are manufactured according to customer requirements, they may not be eligible for general cancellation, return, or replacement due to changes in preference or incorrect specifications supplied by the customer.
Where a customized product has a confirmed manufacturing defect attributable to AOGT, the applicable replacement or warranty provisions may apply.
7. No General Change-of-Mind Returns
AOGT does not provide general returns or refunds simply because a customer changes their mind, selects the wrong product, or no longer requires the product, unless otherwise agreed in writing or required by applicable law.
Our after-sales process is primarily based on replacement and warranty support for eligible product issues.
8. Refunds
AOGT does not generally provide refunds for products covered by this Replacement & Warranty Policy.
Where a qualifying product issue is confirmed, AOGT's standard resolution is:
Within 10 days:
Complete product replacement, where applicable.
Within 30 days:
Replacement of the affected/defective part or component, where applicable.
During the applicable warranty period:
Repair or replacement of the affected component/product, as determined by AOGT and the applicable product warranty.
In exceptional circumstances, AOGT may determine an alternative resolution at its discretion, subject to applicable law and the terms agreed with the customer.
9. How to Submit a Complaint or Warranty Claim
To report a product issue or submit a warranty claim, contact AOGT:
Email: info@aogtuae.com
Please include:
- Customer/company name
- Order or invoice number
- Product name
- SKU/model number
- Date of delivery
- Description of the issue
- Photographs or videos showing the issue, where applicable
Our team will review the complaint and advise the customer regarding the next steps.
10. Inspection and Approval
All replacement and warranty requests are subject to AOGT's assessment and approval.
AOGT may request additional information, photographs, videos, or an inspection of the product before determining the appropriate resolution.
The final resolution will depend on:
- Nature of the issue
- Product condition
- Applicable replacement period
- Applicable warranty period
- Product warranty terms
- Inspection findings
11. Replacement Process
Where a replacement is approved, AOGT will coordinate the replacement process with the customer.
Depending on the circumstances, AOGT may:
- Arrange collection or inspection of the affected product/component.
- Confirm the replacement requirement.
- Prepare the replacement product or component.
- Coordinate delivery or installation where applicable.
Replacement timelines may vary depending on product availability, component availability, customization requirements, and delivery location.
12. Delivery and Replacement Costs
Where a defect or issue is confirmed to be covered under AOGT's applicable replacement or warranty terms, AOGT will determine the appropriate delivery, collection, replacement, or service arrangement.
Where an issue is determined to be outside the applicable warranty or replacement terms, any applicable service, transportation, replacement, or other charges will be communicated to the customer before proceeding.
13. Proof of Purchase
Customers may be required to provide a valid:
- Invoice
- Order confirmation
- Sales order
- Delivery document
- Other proof of purchase
to process a replacement or warranty claim.
14. Wholesale & B2B Orders
AOGT primarily supplies furniture to retailers, interior designers, contractors, project developers, corporate buyers, and other business customers.
For wholesale and project orders, additional terms relating to:
- Quantity
- Product specifications
- Customization
- Delivery
- Installation
- Warranty
- Replacement
- Project requirements
may be agreed in the relevant quotation, purchase order, sales order, or other written commercial documentation.
Where specific written terms have been agreed for an order, those terms may apply in addition to or instead of the general provisions of this policy.
15. Policy Changes
AOGT reserves the right to update or modify this Replacement & Warranty Policy from time to time.
Any updated version will be published on the AOGT website with the applicable effective date.
16. Contact AOGT
For product complaints, replacement requests, or warranty claims:
Arabian Oasis General Trading (AOGT)
Email: info@aogtuae.com
Location: Musaffah, Abu Dhabi, UAE