Return and Exchange Policy | Kawader for Commercial Kitchen & Cafe Equipment

Learn about Kawader’s Return and Exchange Policy, including the conditions for accepting return and exchange requests, the request period, product inspection procedures, shipping charges, refunds, and the provisions applicable to special products and spare parts, in a manner that protects the rights of both the customer and Kawader in accordance with the regulations applicable in the Kingdom of Saudi Arabia.

Kawader for Central Kitchen Equipment and Café Supplies is committed to providing a reliable and transparent purchasing experience and allows products to be returned or exchanged in accordance with the provisions set out in this policy, in a manner that protects the rights of both the customer and Kawader and complies with the regulations applicable in the Kingdom of Saudi Arabia.

1. Return or Exchange Request Period

The customer may submit a request to return or exchange a product within 7 days from the date of receipt, subject to all conditions and terms set out in this policy.

2. Proof of Purchase

When submitting a return or exchange request, the following documentation must be provided:

1. Original purchase invoice issued by Kawader.
2. Signed delivery receipt note.
3. Any additional documents or clear photographic and video evidence requested by the Customer Service team to verify the condition of the equipment.

3. Conditions for Accepting Return or Exchange Requests

A return or exchange request will be approved only when all of the following conditions are met:

• The product has not been used, operated, connected to utilities, or otherwise utilized for any commercial or personal benefit.
• The product remains in its pristine original condition exactly as received.
• The original factory packaging, cartons, and internal protective foam are fully intact.
• All original attachments, manuals, documentation, and accessories are complete.
• All factory barcode labels and serial number plates remain attached and untampered with.
• The original purchase invoice is presented.

4. Cases in Which Returns or Exchanges Are Accepted

First: At the Customer’s Request

A return or exchange request may be accepted based on customer preference, provided that the product fully complies with all general return conditions outlined herein, with the customer bearing all related logistical and shipping charges.

Second: In the Event of a Product Defect or Dispatch Error

Kawader accepts immediate returns or replacements under the following verified circumstances:

• The product fails to match the technical specifications advertised on the store.
• A verified manufacturing or technical defect is confirmed upon inspection.
• The customer receives a unit or model different from the confirmed invoice.

5. Discounted Products & Promotional Offers

Products purchased under promotional offers, discounts, or seasonal sales may only be returned or exchanged within 2 days from the date of purchase, subject to strict adherence to all condition and packaging standards set out in this policy.

6. Cases Where Returns or Exchanges Are Not Accepted

Return or exchange requests are strictly rejected in the following scenarios:

• Requests submitted after the statutory timeframes have elapsed (7 days for regular items, 2 days for discounted items).
• Any product that has been used, operated, connected to water/gas/power lines, or installed on site.
• Equipment that has been scratched, dented, or damaged due to operational abuse, or sustained transit damage during transport arranged directly by the customer or customer-appointed freight carriers.
• Absence of the original protective packaging, internal styrofoam, user manuals, accessories, or serialized plates.
• Custom-fabricated or specifically customized stainless steel units tailored to client specifications.
• Special-order equipment imported directly from international manufacturers upon client request.
• All replacement spare parts orders once delivered and signed for.

7. Spare Parts Return Policy

Orders for commercial replacement parts are subject to the following specialized terms:

• Kawader’s role is confined exclusively to supplying and selling OEM genuine components subject to warehouse stock.
• On-site installation or assembly labor is not included with spare part sales.
• The buyer holds complete legal and technical responsibility for confirming part compatibility before checkout.
• All spare parts sales are final and non-returnable or exchangeable following dispatch.
• Kawader retains possession of parts replaced free of charge under warranty claims. Customers may retain replaced parts for which they have paid retail value.

8. Shipping Costs & Logistical Charges

A. Manufacturing Defect or Dispatch Error by Kawader:

Following technical verification of a defect or supply error, Kawader bears 100% of all:

• Initial delivery shipping charges.
• Return freight back to Kawader logistics warehouses.
• Outbound courier dispatch of replacement units.

B. Customer-Initiated Returns (Preference-Based):

When an exchange or return is requested purely at the customer's discretion, the customer is fully liable for all associated operational expenses, including:

• Freight costs for returning the item to warehouse premises.
• Freight charges for dispatching alternative machinery.
• All applicable industrial pallet handling and administrative processing surcharges.

9. Inspection of Returned Equipment

All equipment submitted for return or replacement undergoes comprehensive mechanical and physical inspection by Kawader's technical department prior to approval.

If technical inspection concludes that an item fails to satisfy condition requirements, Kawader reserves the right to enforce one of the following measures based on product condition:

• Completely reject the return or replacement request.
• Return the equipment back to the buyer at the buyer's sole freight expense.
• Deduct up to 18% of the original invoice value to offset industrial repackaging, testing, or refurbishing expenses, alongside applicable freight dues.

Note: The deduction rate is determined strictly based on inspection reports and packaging condition; it is never applied to items returned in pristine factory state.

10. Refunds & Bank Transaction Fees

Upon formal approval of a return request, the net refundable balance is remitted to the customer within 7 to 14 business days in line with official banking procedures.

Payment Gateway Deduction Rates:

For transactions settled through digital banking gateways, processing surcharges levied by financial providers are deducted from the principal refund balance:

• Visa and Mastercard: 2.75% transaction gateway deduction.
• Mada debit cards: 1% transaction gateway deduction.

* These transaction fees represent non-refundable merchant fees collected by licensed payment gateways, not fees levied by Kawader.

11. Price Differences Upon Exchange

• If the Replacement Unit Is Lower in Price:

Kawader refunds the net difference to the customer within 7 to 14 business days via the original payment route or official corporate bank transfer.

• If the Replacement Unit Is Higher in Price:

The customer must settle the outstanding balance difference along with any relevant shipping costs before release and dispatch of the new unit.

12. Quotation Validity

Price quotations provided by the Kawader online platform remain valid for three (3) days from the generation date unless specified otherwise. Kawader guarantees rate stability throughout this validity window; however, equipment availability remains contingent upon real-time stock at confirmed payment receipt.

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Frequently Asked Questions About Return and Exchange