Exchange and Return Policy

Exchange and Return Policy – Enma & Injaz Sanitary Ware Company

Inspection Upon Delivery

Upon receiving the products, the customer must conduct a visual inspection to ensure the external packaging is intact and undamaged. If the packaging is damaged, the customer should refuse delivery or note the issue on the delivery receipt.
The customer has the right to report any defects or errors (such as size, color, quantity, or hidden damage) within 48 hours of receiving the products, and prior to installation or use.

Signing the delivery receipt (paper/digital) is considered an acknowledgment by the customer that the products were received in good visible condition and as ordered.

Exchange & Return Period

• Exchange Period: 7 days
• Return Period: 14 days from the date of receipt (for purchases via website or app).
  No request will be accepted without providing the invoice number or the registered mobile number.

Conditions for Return/Exchange

To accept a return or exchange request, the following must be met:

• The product must be returned to the company’s warehouse or shipped back in its original, unused condition, free from breakage or misuse.
• The product must be in its original box and packaging, including all stickers, branding labels, accessories, manuals, etc.
• Any free gifts or offers received with the purchase must be returned as well.
• If the return/exchange is due to personal preference (not a manufacturing defect or company error), the customer bears the shipping costs.
• If the return/exchange is due to a manufacturing defect or mismatch, Enma & Injaz will cover the return shipping cost or offer free return options.
• The company reserves the right to inspect the returned product to ensure it meets the return/exchange criteria before approval.

Color Variation

There may be slight differences in product color due to lighting or photography. In such cases, returns/exchanges are not accepted unless the color is entirely different from what was ordered (e.g., ordered white, received black).

Defective Products

If a customer discovers a manufacturing defect, they must notify the company within 14 days, and before installation or usage. The product must be returned in its original packaging and unused.
Failure to notify within the specified time may forfeit the right to return unless the product warranty covers a longer period.

Defect Inspection

Enma & Injaz will inspect reported defective items. Products will only be exchanged if a certified technician confirms a manufacturing defect.
If no defect is found, the customer bears the shipping cost.

Irreparable Damage or Defect

Products with irreparable manufacturing defects will be exchanged.
The company is not responsible for damage caused during installation, misuse, or improper storage by the customer.

Important Notes

Return/Exchange Requests

Handled via Customer Service:

• Email: [email protected] (subject: Return/Exchange)
• Phone: 013 8105755

Non-returnable/Non-exchangeable Products

• Custom-designed products
• Products opened or used in a way that cannot restore them to original condition (due to health or other reasons)

Return Policy (Refunds)

• Refunds are transferred to the same bank account registered on the purchase invoice within 15 business days of receiving the returned items.
• If bank account details do not match the invoice name, the refund will be put on hold until resolved by the customer.
• For payments via card or Apple Pay, if the order is older than 15 days, the refund will be submitted to Saudi Payments manually, which may take additional time. A claim reference number will be shared for follow-up.
• Shipping charges and other fees are non-refundable in case of full or partial product returns by the customer.

Order Cancellation Policy

• Orders can be canceled within 4 hours of placement.
• If the order has already been handed over to the shipping company within that period, shipping fees will be deducted.
• If the customer is unresponsive to the shipping company, the company may cancel the order upon return and refund the amount minus the shipping fee.
• In rare cases where a product is unavailable after purchase (due to stock errors or pricing issues), the company reserves the right to cancel the order and refund the customer, with notification via call or message.

Shipping & Delivery

• Delivery fees vary based on product type and destination.
• Delivery is made to the customer’s address, but products are offloaded in front of the building without obligation to bring them inside.
• Delivery outside Dammam may take longer in rare cases (e.g., out-of-stock or stock transfer to another city).

Estimated Delivery Times:

• Eastern Region Cities: 3–4 business days
• Outside Eastern Region (if in stock): 5–7 business days (up to 10 during peak periods)
• Outside Eastern Region (if out of stock): 7–10 business days (up to 15 during peak periods)
• Official holidays are not counted in delivery time

Pickup from Showrooms/Warehouses

• Free for all orders, regardless of value.
• Choose the nearest showroom/warehouse during checkout (available in select cities).
• Notification via WhatsApp, SMS, or email when your order is ready (within 5–10 business days).
• Some large items (e.g., water heaters) are not eligible for showroom pickup and must be picked up from the warehouse.

In some cases, transfer from the central warehouse (Dammam) may delay readiness for pickup.

Warranty

Products are subject to the warranty policy of Enma & Injaz Sanitary Ware Company.
All water heaters and accessories are covered under the warranty terms listed per product.