return and refund policy
- We guarantee that the product will be returned or replaced for one time only, unless it has a manufacturing defect within seven days from the date of receiving the product, provided that it is in its original condition sold without removing or opening the packaging.
- During the warranty period, the company guarantees the maintenance of the mattress in the event of a drop of more than 3 cm. The technical report is approved by the company to approve the maintenance of mattresses or other products.
- All products cannot be returned or exchanged after the packaging has been removed or opened.
- The company guarantees that the products will be delivered only once, according to the shipping and delivery policy published in the store, otherwise the customer will bear any additional costs.
- In the event that the product is returned or replaced after receiving it, the shipping and delivery value will be deducted with a minimum amount of 150 (one hundred and fifty) Saudi riyals.
- The company is not responsible for reserving the goods for more than 45 days 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 at the same price or higher than it, provided that the price difference is paid by the customer.
- The company guarantees the maintenance of electrical products for a period of two years. The warranty does not include fluctuation of the electric current, improper connection of electricity, or misuse.
- In the event that spare parts are not available for the products, they are 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 the Pack Care company.
- The guarantee does not cover mattresses that have been exposed to any liquids, soiling, cuts, springs, beds with spaced planks, damaged or broken wooden bases, or any damage due to misuse.
- The color tone of the product may differ between the site and the ground due to the difference in lighting at the time of shooting, and we guarantee a 75% match rate.
- In the event that there is more than one color in the image displayed for the product in the online store, the color chosen by the customer shall be applied to the entire product (one color), unless the customer mentions otherwise in the remarks field when completing the order.
- Products with special sizes, specifications, tailoring, beds, comfort chairs, mattresses, pillows, insulators or other comfort accessories, whether delivered from our warehouse or showroom, are not to be returned or exchanged.
- In the event of a refund, the amount is not paid in cash to the customer, but is transferred to the customer’s personal account within 20 working days.
- The product will be serviced to the customer within 30 working days from the date of product withdrawal.
- The customer must sign the receipt of the goods or the bill of lading when receiving the products, and this is an acknowledgment of the safety of the product.
- Pay by one of the methods available in the store.
- Delivery and installation: The shipping and delivery terms published in the store https://backcare.com.sa/shipping-delivery apply.
- The site has the right to cancel the order in the event of a defect, such as setting a wrong price, or if the quantity runs out, or if it is suspected that it is a fraud request.
- In the event that the purchase was made through installment companies, the request is not subject to modification, and the company is not responsible for the amount paid.
- In the event of any confusion or disagreement on the return, exchange or guarantee policy, refer to the laws of the Ministry of Commerce and Investment.
