Restaurant & Café Equipment Shipping FAQs
Is shipping free at Kawader?
Yes. Kawader offers free shipping for all orders within Riyadh and across Saudi Arabia, except for the cases or products excluded under this policy.
Does free shipping cover all products?
Free shipping covers most main products. Spare parts orders are excluded, and their shipping fees are calculated using the approved carrier’s rates, based on weight and destination.
How long does shipping and delivery within Riyadh take?
Orders within Riyadh are delivered within an estimated 1 to 3 business days from order confirmation.
How long does shipping to other regions of Saudi Arabia take?
Delivery to the various regions and cities of Saudi Arabia takes 7 to 14 business days from order confirmation.
Is express shipping available?
Yes. Kawader offers express shipping across Saudi Arabia within 3 to 5 business days. Charges are calculated based on the city, weight, and shipment dimensions.
Can I track my order after it has been shipped?
Yes. Customers receive a tracking number to follow the movement and status of their shipment through the carrier’s online portal.
What should I do if my shipment arrives damaged?
Inspect the shipment before signing for delivery, record any damage on the delivery receipt, and contact Kawader within 24 hours with photos and videos showing the shipment’s condition.
Who is responsible for shipment damage during transit?
Kawader hands over the shipment to the carrier in sound condition. The carrier is responsible during transit, and Kawader cooperates to resolve any confirmed damage in accordance with applicable procedures.
What happens if I refuse to accept my order?
If the order matches the specifications and is refused, the customer bears all outbound and return shipping costs. If refusal is due to an error in the order, Kawader covers all costs.
Are shipping fees charged for spare parts?
Yes. Spare parts orders do not qualify for free shipping. Charges follow the carrier’s rates, based on weight and city.
Can my order be held and stored in Kawader’s warehouses?
Yes. Your order can be stored free of charge for up to 30 days from the date it is ready for collection or shipping.
When are additional storage fees charged?
If storage exceeds 30 days without collection for reasons attributable to the customer, a fee of SAR 500 applies for each additional week.
Does Kawader ship to all regions and cities of Saudi Arabia?
Yes. Kawader provides shipping and delivery to all cities and governorates across Saudi Arabia through a network of approved transport and shipping companies.
Does Kawader Store retain payment card details?
No. Kawader Store does not store credit card or electronic payment card details. Payments are processed through approved payment service providers.
What information does Kawader Store collect?
The store collects the information needed to provide its services, such as your name, phone number, email address, delivery address, order information, and some technical data.
Does Kawader Store use cookies?
Yes. The store uses essential, functional, analytics, and marketing cookies to operate the website and improve the user experience. Users can manage or change their preferences through the website.
Why does Kawader Store collect my information?
To process orders, provide warranty and maintenance services, communicate with you, improve the website experience, and send marketing messages with your consent.
Does Kawader Store share my information with other parties?
Information is shared only when necessary for operations, such as with shipping companies and payment providers, or when required by applicable laws and regulations.
Can I unsubscribe from marketing messages?
Yes. You can unsubscribe at any time using the unsubscribe link at the bottom of the messages or by contacting Customer Service.
How does Kawader Store protect my personal information?
Kawader implements appropriate organizational and technical measures to protect personal information against unauthorized access, use, or unlawful disclosure.
Can I request changes to or deletion of my information?
Yes. Users can request that their information be updated, corrected, or deleted in accordance with applicable laws and policies.
Do promotions and discount coupons apply to all products?
Promotions are subject to their own terms and conditions. Some products or categories, such as refrigeration equipment, may be excluded.
How long is the warranty for electrical appliances?
All electrical appliances are covered by a two-year warranty from the date of purchase, in accordance with the regulations of the Ministry of Commerce in Saudi Arabia.
How long is the warranty for gas equipment?
Gas equipment is covered by a one-year warranty from the date of purchase as part of Kawader’s additional customer services.
What does the warranty cover?
The warranty covers the rectification and repair of faults or manufacturing defects that appear during the warranty period, subject to the approved terms.
What does the warranty exclude?
The warranty excludes consumable parts, external accessories, faults caused by misuse or negligence, failure to follow operating instructions, and failure to carry out periodic maintenance.
When does the equipment warranty become void?
The warranty becomes void if the equipment is serviced or dismantled by centers not approved by Kawader, operated using an incompatible voltage or regulator, or if operating and cleaning requirements are neglected.
Does the warranty cover refrigeration faults caused by poor ventilation?
No. Adequate ventilation and clearance must be provided, and the appliance must operate at a moderate temperature of 25–27°C. Faults caused by restricted ventilation or high temperatures are not covered by the warranty.
Must I use a water filter and water softener?
Yes. These are required for all equipment connected directly to a water supply, including coffee machines, ice makers, dishwashers, and steam ovens, to protect against limescale deposits and maintain warranty coverage.
Do warranty services cover all regions of Saudi Arabia?
Yes. Kawader provides warranty services in all cities and regions of Saudi Arabia, subject to the approved terms and conditions.
Can I buy a spare part for equipment that was not purchased from Kawader?
Yes. Kawader sells original spare parts subject to warehouse availability, even if the equipment was purchased elsewhere.
Does free shipping apply to spare parts orders?
No. Spare parts orders do not qualify for free shipping. Shipping fees follow the carrier’s rates, based on weight and city.
How do I request warranty or maintenance service?
You can contact the technical support team directly on 920033879 to follow the appropriate procedures for your equipment’s condition.
Does the warranty cover faults caused by failure to clean condensers or filters?
No. Failure to clean condensers or filters regularly is a breach of preventive maintenance instructions and is not covered by the warranty.
What is the return or exchange period?
Requests can be submitted within 7 days of receipt for regular products and within only 2 days for discounted products, provided the product remains in its original condition and packaging.
Can a product be returned after use or installation?
No. Equipment cannot be returned or exchanged if it has been used, operated, connected to power or water supplies, or is no longer in its original condition.
Can custom-made or specially imported products be returned?
No. Products and equipment manufactured, custom-made, modified, or imported specifically at the customer’s request cannot be returned or exchanged.
Can spare parts be returned or exchanged?
No. All spare parts orders are final sales and cannot be returned or exchanged once received.
Who pays shipping costs for a return or exchange?
If the reason is a manufacturing defect or an error by Kawader, Kawader covers all shipping costs. If the request is based on the customer’s preference, the customer bears all outbound and return shipping and transport costs.
Is the product inspected before a return is approved?
Yes. All equipment undergoes a technical inspection at Kawader’s warehouses to check its condition, the cleanliness of the carton, and the completeness of all accessories before a refund is approved.
Why might up to 18% be deducted from the value of a returned product?
This deduction applies if the outer packaging is damaged or the product requires reconditioning and operational expenses because of how it was returned. No amount is deducted if the product is returned in its complete original condition.
When will I receive my refund?
The amount is transferred within 7 to 14 business days from the date the order’s technical inspection report is approved.
Are electronic payment fees deducted when a refund is made to a card?
Yes. Payment gateway provider fees are deducted from the refunded amount: 2.75% for Visa/Mastercard and 1% for Mada cards.
Can I exchange a product for another with a different price?
Yes. If the replacement costs more, the customer pays the difference before shipping. If it costs less, Kawader refunds the difference within 7 to 14 business days.
How can I submit a formal complaint to Kawader?
You can submit a complaint by calling 920033879 during business hours or by emailing Info@kawaderstore.com at any time.
How can I submit an idea or suggestion to improve products and services?
You can send your suggestion to the designated email address. The support team records it and forwards it to the relevant department to assess whether it can be implemented.
How long does it take to review and respond to a complaint?
Most complaints are reviewed and answered within 3 business days. In exceptional technical cases, the customer is informed of the expected resolution time.
Is my complaint ticket followed up after submission?
Yes. A complaint file is opened and followed up step by step with the relevant supervisor until the issue is resolved. We then contact you to confirm closure to your satisfaction.
Are all suggestions considered?
Yes. Kawader’s development team reviews all feedback and ideas to assess their implementation in plans to improve the store and after-sales services.
Does Kawader keep customer information and complaints confidential?
Yes. All complaint details and personal information are treated as strictly confidential and are used only to resolve the issue and improve service quality.
How can I check the status of a previously submitted complaint?
You can contact Customer Service directly and provide your complaint number or order number to obtain the latest updates and details of the actions taken.
