Shipping, Installation, Payment, and ReturnsPolicy
Official Working Hours:
Kafarat Plus's official working hoursare as follows:
- Saturday to Thursday: 10:00 AM to 12:00 midnight.
- Friday: 1:00 PM to 12:00 midnight.
Official public holidays are observedas days off for all Kafarat Plus employees and its partner shipping companies.
Shipping Duration:
Shipping orders within Saudi Arabiatypically takes between 2 and 6 business days, depending on the city andproduct availability.
Most orders are received within amaximum of 10 business days from the date the order is confirmed.
All timeframes stated are estimatesand may change due to circumstances beyond Kafarat Plus's control.
On-Site Installation:
- On-site installation is provided within 24 hours in major cities,subject to product availability.
- Some products may require 2 to 6 business days for shipping andinstallation, depending on availability.
In-Branch Installation:
- In major cities, installation is carried out within 24 hours ofappointment confirmation.
- In secondary cities and regions, installation is coordinated with thecustomer to schedule a suitable appointment, and is completed within 2 to 4business days.
Payment Policy:
To ensure a safe and convenientshopping experience, Kafarat Plus offers a variety of approved and secureelectronic payment methods.
Available Payment Methods:
We accept the following paymentmethods: Mada, Visa, Mastercard, American Express, Apple Pay, STC Pay, SADAD,Tabby, and Tamara.
No additional fees are charged forusing electronic payment methods.
Payment Security:
All payment transactions areprocessed through secure electronic payment systems using the latest encryptiontechnologies to protect customer data.
- Bank card details are not stored on Kafarat Plus's systems.
- All payment information is encrypted according to the highest securitystandards.
- Kafarat Plus is committed to maintaining the confidentiality of customerinformation and will not share it with any third party unless necessary tofulfill an order or required by applicable laws and regulations.
The customer is responsible forsafeguarding their account credentials and password and must not share themwith anyone.
If a Payment Fails:
If a payment cannot be completed,please make sure of the following:
- The card or bank account details are correct.
- Sufficient balance is available.
- The internet connection is stable.
If the issue persists, please contactcustomer service via:
- Email: info@kafaratplus.com
- Toll-free number: 920031170
Cash on Delivery:
Cash-on-delivery service is availableonly in the following cities: Riyadh, Jeddah, and Dammam.
For all cash or network paymentorders, the order amount must be paid in full before installation begins.
Return and Exchange Policy:
The customer has the right to requesta product return within 15 days of the delivery date, without needingto provide a reason, provided that:
- The product is unused.
- The product is in its original condition.
- The product has not been installed.
Products that have already beeninstalled cannot be returned for reasons of changed preference; only thewarranty policy of the manufacturer or authorized dealer applies to them.
Exception: Ifa clear manufacturing defect appears within the first few days afterinstallation, the customer may contact customer service to have the caseassessed and resolved under the warranty or exchange policy, depending on thenature of the defect.
Return Costs:
A distinction is made between twocases:
a) Returns requested at the customer'sdiscretion
(change of mind, no longer needed,etc.): The customer bears the actual shipping costs for returning the product(if any), and a 2.5% electronic payment processing fee of the order value, ifcharged by the payment service provider.
b) Returns due to a product defect ornon-conformity with the advertised specifications
Kafarat Plus bears all costs in full,including shipping costs and payment fees, and no amount will be deducted fromthe refunded value.
Refund Timeframe:
The refund amount is returned to thesame payment method used (including Tabby or Tamara wallets, if used forpayment) within a period not exceeding 15 business days from the datethe returned product is received or the return request is approved.
Warranty:
Warranty duration varies bymanufacturer or authorized dealer, ranging from one to five years according toeach brand's warranty policy.
Special Order Cases:
First: Pricing Errors:
In the event of an unintentionalpricing error for any product resulting from a technical or administrativeerror, the customer will be contacted before the order is processed, and thecustomer will have the option to:
- Choose an alternative product or brand of the same value or one thatcorresponds to the order value.
- Or receive a full refund of the order value with no fees.
Second: Inventory Not Updated:
If, after an order is completed, itbecomes apparent that the product is unavailable due to inventory on thewebsite not having been updated, the customer will be contacted and will havethe right to choose one of the following options:
- Select an alternative product or brand, subject to their approval.
- Wait for the product to become available, if they wish.
- Receive a full refund of the order value with no deductions or fees.
Order Cancellation:
The customer may cancel an orderbefore shipping or service preparation has begun, in which case a full refundof the order value will be issued.
If the order has already beenshipped, prepared, or installation procedures have begun, the return andexchange policy above applies.
Product Inspection:
The customer must inspect the productupon receipt and before the installation technician begins work,verifying:
- Size.
- Brand.
- Specifications.
- Production date.
The customer has the full right torefuse the product before installation begins if any non-conformity is noticed.Once installation has actually begun, this is considered the customer's finalapproval of the product, and it may not subsequently be returned except underthe warranty policy or in the case of a manufacturing defect as describedabove.
Product Conformity:
Receipt of the order by the customeris considered acknowledgment that the product conforms to the requestedspecifications. If any discrepancy in the product is identified prior toinstallation, Kafarat Plus bears the full cost of return or exchange.
Force Majeure:
Kafarat Plus is not liable for anydelay in shipping, installation, or order fulfillment resulting fromcircumstances beyond its control, such as weather conditions, naturaldisasters, technical failures, government decisions, delays by shippingcompanies or suppliers, or any other operational circumstances that cannot becontrolled.
Governing Law and Complaints:
This policy is governed by the lawsand regulations of the Kingdom of Saudi Arabia, including the E-Commerce Lawand the Consumer Protection Law issued by the Ministry of Commerce.
If a satisfactory resolution is notreached through customer service, the customer has the right to file a formalcomplaint via the Ministry of Commerce's "Balagh Tejari" (CommercialComplaint) app, or by calling the toll-free number 1900.