Warranty and After-Sales Service
Alwadi provides after-sales support under the terms below. Administrators may update this page from the Dashboard whenever business policy changes.
Warranty Duration
- Electrical appliances: two years from the sales invoice date.
- Accessories and spare parts: six months from the sales invoice date.
General Rules and Conditions
- The original sales invoice must be presented when requesting warranty service.
- Warranty means repair of the product. Replacement applies when repair is not feasible. If a manufacturing defect appears on first operation within six days of the sales invoice date, exchange or return may be available according to the applicable policy.
- Warranty applies only during the coverage period and with the original sales invoice.
- Coverage includes defects caused by manufacturing faults. It excludes damage caused by misuse, improper installation, improper operation, or failure to follow periodic-maintenance instructions.
- Consumables that require periodic replacement are not covered.
- Tampering, unauthorized disassembly/service, or use of non-genuine parts may void the warranty.
- The customer is responsible for delivering the product to an Alwadi-authorized service location. On-site visit requests are charged according to Alwadi’s approved service rates, in addition to parts or materials excluded from warranty.
- Products are inspected under Alwadi procedures. When warranty conditions are met, Alwadi covers repair costs and parts damaged by manufacturing defects, or replacement if repair is not possible, without liability for consequential damages.
- Installation, operation, and periodic maintenance must follow the user manual.
- If leakage or malfunction occurs, stop using the product immediately and contact after-sales support or deliver it to an authorized point. Additional damage caused by delayed repair is not covered.
- Supply voltage must match the nominal rating within the tolerance allowed for the product and installation type.
- Except where the product type requires otherwise (e.g., submersible pumps), install products in a dry, well-ventilated location protected from water exposure. Install desalination units in a suitable environment away from direct sunlight as stated in the manual.
- Power from generators may damage electrical components; those components may not be covered in such cases.
- Pumps are intended for clean water within product specifications. High salinity, sulfur, or other out-of-spec contaminants may cause uncovered damage.
- Additional delivery fees may apply outside Alwadi’s approved coverage areas.
- Installation fees may apply for central products inside or outside coverage areas according to approved rates (e.g., pumps, submersibles, heaters, treatment systems, pressure tanks, and pressure devices).
Warranty Conditions for Pumps and Submersible Pumps
The general rules above form an integral part of these conditions.
- Dry running or insufficient water flow can damage pump/submersible parts. Suitable protection must be installed and dry running prevented, including immersion/cooling requirements for artesian submersibles as per the manual.
- Use appropriate cable sizing and control/protection panels for single-phase or three-phase operation.
- Frequent start/stop without adequate cool-down intervals can damage the motor; observe recommended minimum restart intervals.
- Operating points must remain within the product’s suitable range; operation outside limits may cause uncovered damage.
- Freezing due to temperatures below 0°C can severely damage pump parts and is not covered; drain the pump when shut down in cold conditions.
- Except sewage models designed for that duty, pumps/submersibles are for clean water. Sand, gravel, or long debris may void warranty unless the product manual states otherwise.
- Infrequent submersible use requires proper rinsing/storage and free-shaft checks before restart, as described in the manual.
Warranty Conditions for Pressure Devices, Pressure Tanks, Pressure Switches, and Electric Floats
The general rules above form an integral part of these conditions.
- Pump rated amperage must not exceed the pressure device/float/switch rating.
- Observe pressure and head limits, set tank pre-charge correctly, and check air pressure periodically.
- Rapid successive start/stop cycles without adequate intervals may void warranty.
Warranty Conditions for Desalination / Water-Treatment Units
The general rules above form an integral part of these conditions.
- Certain open-tank feed arrangements or continuous uninterrupted operation may be excluded as defined by the product manual and Alwadi policy.
- Use a pressure tank with capacity/specifications suitable for unit output.
- Extended idle periods may require filter replacement and can cause uncovered component damage.
- Units are intended for network water within the salinity limits stated in the manual. Well water or high-salinity water outside specification may void coverage for affected parts.
- Replace pre-treatment filters per the maintenance schedule or consumption rate (whichever comes first). Skipping replacement or closing the drain line can cause uncovered damage.
Return and Exchange Policy
- Returns/exchanges apply to products purchased from Alwadi authorized sales channels with the original invoice.
- Purchases through unauthorized distributors may be excluded unless Alwadi decides otherwise.
- Customers may request a return within the approved period from the invoice date (including official holidays as stated in the published policy).
- Customers may request an exchange within the approved period from the invoice date per the published policy.
- Liquids and chemicals are not eligible for return or exchange.
- Promotional bundles are handled as a full package unless otherwise stated.
- Special sale contracts and special orders follow their contract terms.
- Refunds for third-party financing or deferred-payment channels follow that provider’s timelines and administrative fees.
Return and Exchange Procedures
- Branch or customer-service staff verify that goods are unused and in original condition.
- If returning without exchanging for equal or higher value, refunds are issued through the original payment method whenever possible (cash / card / transfer / vouchers).
- Returned or exchanged goods must be unused, complete, and in original packaging as received.
- Warranty terms in the product manual and Alwadi published terms also apply.
Note: Durations, fees, geographic coverage, and exclusions remain editable in the Dashboard after management approval.