Warranty Policy and Sales Services
The Factory is committed to providing high-quality products, along with after-sales services that aim to ensure complete customer satisfaction.
First: Sales, Delivery, Exchange, and Return Services
The customer has the right to exchange or return purchases and refund the invoice value within a period not exceeding 7 days from the date of purchase, provided that the delivery team has not yet been dispatched during this period. Pillows and accessories are excluded and are not eligible for exchange or return.
If the delivery team has been dispatched within the first seven days from the purchase date and the customer fails to receive the order, then requests a return, delivery fees of SAR 300 will be deducted from the invoice value, and only the remaining amount will be refunded.
Refunds are made via bank transfer to the customer’s account name as stated on the invoice within 15 working days from the date of return.
For payments made via bank transfer, the invoice will not be issued nor the products delivered until the payment is received in the company’s account. The company is not responsible for any delay caused by bank procedures.
The customer must receive the goods within 15 days if the invoice value is SAR 5,000 or less, and within 30 days if the value exceeds that amount. Failure to receive the goods within the specified period will result in storage fees of SAR 50 per additional day. These fees must be paid within 10 days before rescheduling a new delivery date. If the storage period exceeds 60 days, the customer forfeits the right to claim the product and is instead entitled only to an exchange with available stock, after deducting storage fees.
The company provides free delivery service within cities where its branches exist for orders exceeding SAR 1,500 and within a 100 km radius of the nearest branch. Orders below this value incur a non-refundable delivery fee of SAR 300 if the order is loaded but not received. (This service does not apply to gift or clearance sale offers.)
The company offers delivery and assembly services outside cities where it has no branches, according to the approved pricing for each region. These fees are non-refundable if the order is loaded and the delivery vehicle departs without successful delivery due to any reason related to the customer.
The company provides free delivery and installation up to the fifth floor. For higher floors, an additional SAR 200 per set will be charged and must be paid prior to delivery.
Upon delivery, the company is responsible for unpacking and attaching the legs of the products. If the customer requests to postpone this service, a revisit fee of SAR 300 will apply within cities where branches exist, or according to the approved pricing for other cities.
The customer will be contacted before the scheduled delivery date to confirm. If the company cannot reach the customer or receives no response, the appointment is automatically canceled, and the customer must reschedule via the company’s unified contact number.
If the customer fails to adhere to the delivery date or location after the delivery team has departed, an additional delivery fee of SAR 300 will be charged within branch cities, or according to the approved rates for other regions.
When the customer collects goods directly from the warehouse or showroom, they assume full responsibility for the product. The company is not liable for any shortage or damage after the delivery acknowledgment is signed.
If the customer requests to receive goods without unpacking, the company will not be responsible for any damage discovered later after signing the acknowledgment.
If the customer refuses to sign the delivery acknowledgment upon receipt, the company is released from any legal liability for loss or damage after the delivery team departs.
Maintenance service is provided free of charge within main cities and within a 100 km range from the nearest branch. For distances beyond that, a SAR 800 fee applies, covering pickup and redelivery.
The company provides free disassembly, reassembly, and leveling adjustments for dining tables for up to three years from the delivery date, whenever technically possible. This service does not include packing, transportation, or spare parts, and is subject to the same conditions mentioned in the maintenance clause above.
The company does not offer paid maintenance after the warranty period expires.
Second: Price Guarantee
The customer is entitled to benefit from any promotional offers within 7 days from the purchase date, provided that the product has not yet been delivered or the delivery team has not departed during this period.
Third: Renewal Offer (within Two Years)
The customer is entitled to replace a set once only for each original purchase within two years from the product’s delivery date.
The company will first collect the old set from the customer’s location, after which the customer will receive a replacement discount of up to 60% on the original price of the new set (before any discounts or promotions).
The replaced set must be in good condition, free from breakage, damage, or misuse, and will be inspected by a specialized team before approval.
This offer does not apply to any set previously obtained through an exchange.
Fourth: Quality Warranty
The company guarantees sofa fabrics against manufacturing defects for 12 months from the invoice date, under normal use. The extent of the damage is determined by the company’s evaluation team. The warranty includes replacement of the defective part that cannot be repaired with another model of equivalent value. If there’s a price difference in the customer’s favor, it will be credited as a purchase balance in the current invoice.
The company guarantees wood for 5 years, and foam and springs for 2 years, against manufacturing defects from the invoice date, in accordance with the warranty mechanism described herein.
Note: Minor foam sagging or softening over time is a normal result of usage and is not considered a defect, unless a major defect appears shortly after purchase that contradicts normal wear and tear.All warranty services are provided exclusively to the first owner (original buyer).
Fifth: Cases Not Covered by Warranty
Gift offers, clearance or exchange items, products modified by the customer, or any damage/defect caused by misuse or negligence, including damage from pets, improper fabric cleaning, color fading, tearing, stains, odors, exposure to high heat, force majeure, shipping the product outside Saudi Arabia, or any non-sofa products.
Sixth: Policy Validity
The Factory Company reserves the right to modify, update, or cancel the Warranty and After-Sales Service Policy at any time without prior notice. Customers are not entitled to claim any benefits or services that were modified or canceled after the update.