Return and Exchange Policy

Warranty, Return and Exchange Policy
We guarantee the return or exchange of the product only once within seven days from the date of receipt, unless the invoice or sales order has been issued for more than 50 days without receiving the product, provided that it is in its original condition as sold without removing or opening the packaging.
During the warranty period, the company guarantees mattress maintenance in the event of a slump of more than 3 cm. The technician's report is the company's standard for approving maintenance of mattresses or other products.
All products cannot be returned or exchanged once the packaging has been removed or opened.
The company guarantees one-time delivery of products upon purchase or maintenance request within the cities in which they are located, only according to the shipping and delivery policy published in the store. The customer bears any additional costs other than that.
In the event that the product is returned or replaced after receiving it, the shipping and delivery cost will be deducted with a minimum amount of 150 (one hundred and fifty) Saudi riyals.
If the customer does not receive his products within 50 days from the date of the invoice or sales order, the company has the right to demand that he pay a storage fee not exceeding 30% of the value of the products, calculated from the date of purchase.
In the event that the sold product is not available for any reason, the company has the right to ask the customer to replace the product with any other product of the same or higher price, provided that the price difference is paid by the customer, and the customer has no right to claim any compensation.
The company guarantees the maintenance of electrical products for two years. The warranty does not cover fluctuations in electrical current, incorrect connection to electricity, or misuse.
In the event that spare parts for the products are not available, they must be requested from the country of origin within 90 days.
The warranty is not valid if the product is repaired by maintenance centers or persons outside of Back Care.
The warranty does not cover mattresses that have been exposed to liquids, soiling, cuts, spring bases, beds with splayed wooden slats, damaged or broken wooden bases, or any damage resulting from misuse.
The color of the product may vary between the webstore and the actual ground due to the lighting during the shooting, but we guarantee a 75% similarity.
If there is more than one color in the image displayed for the product in the online store, the color chosen by the customer will be applied to the entire product (one color) unless the customer states otherwise in the notes box when completing the order.
Specially sized and customized products, beds, recliners, mattresses, pillows, insulators, and other comfort accessories, whether delivered from our warehouses or showrooms or not received by the customer, are not subject to return, exchange, or alteration.
In the event of a refund, the amount will not be paid in cash to the customer, but will be transferred to the customer's personal account within 20 working days.
The product will be maintained for the customer within 30 working days from the date of receipt the product for maintenance.
Upon receiving the products, the delivery representative must acknowledge the product’s health and safety and receive it (OTP). This is done by signing the invoice, receipt, or shipping policy, or by giving the delivery code.
If the warranty expires for any reason, or if the defect or fault is the result of misuse, the transportation and maintenance costs It will be borne by the customer.
The customer must sign the goods receipt or bill of lading upon receipt of the products. This is his acknowledgement of the safety and validity of the product.
Pay using one of the methods available in the store.
Delivery and Installation: Shipping and delivery terms published in the store will apply. https://backcare.com.sa/shipping-delivery.
When the customer requests to modify his personal data on the invoice or order, this is done by sending an email from the same email registered in the order containing a copy of the invoice sent to the same email when he completes the order, or a copy of the text message sent to the mobile number included in the order when he completes the purchase process.
Maintenance requests are submitted through the mobile number registered in the request and through the online store only.
The site has the right to cancel the order in the event of an error, such as setting an incorrect price, running out of stock, or suspicion of a fraudulent order.
If the customer wishes to change the delivery date, this can be done by calling customer service on the unified number (920007925to set a new pickup date.
In the event that the purchase is made through installment companies, an amount of 6% of the order value will be deducted when the customer requests a return or replacement of the product with a product of lower value (installment company commission). The detail policy and convenience accessories apply in terms of the impossibility of return, replacement or modification, and the company is not responsible for the amount paid.
The company is not responsible for any product delivered by external shipping companies or outlets delivered by it based on the customer’s request or agreement between it and the customer.
The terms and conditions and exchange and return policy published on the online store apply to sales through the online store only.
The company reserves the right to change the terms of the warranty, replacement, return and maintenance policy from time to time. We are not required to contact the customer or notify him of any changes or amendments made to the terms, conditions and store policies.
In case of any ambiguity or discrepancy regarding the return, exchange or warranty policy, please refer to the Ministry of Commerce and Investment.

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