Return & Exchange Policy
First House Lighting Website
1. General Conditions
- The product must be in its original packaging, unused, and include all accessories and the user manual.
- Returns or exchanges are not accepted if the original packaging has been opened.
- First House Trading Company does not accept returns for products that are scratched, damaged due to misuse, or damaged as a result of incorrect electrical connection or improper voltage.
- The company reserves the right to reject any return or exchange request if the above conditions are not met.
2. Return & Exchange Procedure
A) Purchases from Showrooms
If the product was purchased from one of our showrooms, the customer must visit the same showroom where the purchase was made.
B) Purchases via the Website
- Returns: Within 7 days from the date of order delivery.
- Exchanges: Within 14 days from the date of order delivery.
- The product must be unused and in its original packaging.
- The product will be inspected by the relevant department to verify compliance with packaging conditions and completeness of accessories. Based on the inspection, the exchange or return request will be approved or rejected.
3. Shipping Fees
- If the return or exchange is due to an incorrect order or a defective product, the customer will not bear any shipping or delivery charges.
- If the return or exchange is based on the customer’s preference, the customer will bear all shipping and delivery charges.
4. Refund Method
Refunds for website orders will be processed through one of the following methods:
- Bank transfer, or
- Refund to the original payment card, or
- Any other method deemed appropriate by First House Trading Company.
Refunds will be processed only after all the above conditions have been fully met.
Immediate Replacement for Manufacturing Defects
First House Trading Company is committed to replacing products with manufacturing defects within 3 days from the date of purchase, provided that:
- The product is free from scratches or any signs of misuse.
- The original packaging, accessories, and user manuals are provided.
- A report from the authorized service agent may be required before completing the replacement process.
Maintenance & After-Sales Services
First House Trading Company is keen to provide the best after-sales services, including maintenance, spare parts availability, and manufacturing quality assurance, in accordance with the regulations and instructions of the Ministry of Commerce. The terms and conditions stated in the service contract provided to the customer at the time of purchase shall apply.
General Provisions
- The warranty period starts from the purchase date stated on the invoice.
- To benefit from after-sales services, the original purchase invoice must be retained and presented when requesting maintenance.
- If spare parts are custom-made or have special technical specifications, the availability period will be agreed upon separately with the customer.
- The lifespan of each product varies; please refer to the user manual for details regarding the expected product lifespan.
- Products under warranty will be inspected by the maintenance department to determine the cause of the defect and whether it is covered by warranty. The customer will be informed of the result and their approval will be obtained before proceeding.
Warranty Exclusions
The manufacturer’s warranty does not cover the following cases:
- Damage or malfunction caused by misuse, failure to follow operating instructions, negligence, accidents, or vandalism.
- Tampering with or altering serial numbers.
- Paint defects, scratches, or issues resulting from improper installation or the use of non-approved accessories.
Contact Us
First House Trading Company is pleased to receive your inquiries, feedback, or complaints through:
- Customer Service: +966 920032029
- Or by visiting one of our showrooms.
