This policy applies to products and parts bought from our website or showroom, to workshop services and maintenance, and to vehicles sold by WD AL FAKHAMA. It sits alongside our Terms & Conditions and does not affect any rights you have as a consumer under Saudi law.

Each type of purchase is treated differently because a spare part, a completed repair and a vehicle are very different things. Please read the section that matches what you bought.

If you change your mind about a product or part, you can return it to us within 7 days of receiving it, in line with Saudi e-commerce regulations, provided that:

• The item is unused, unfitted and in the same condition you received it
• It is in its original packaging, with all labels, seals, manuals and accessories
• You have your invoice, order number or proof of purchase
• The item is not in the non-returnable list in section 04

If a product is faulty, damaged in delivery, or not what you ordered, we will put it right:

• Contact us as soon as you notice the problem, with your order or invoice number and clear photos where possible.
• We will repair, replace or refund the item, whichever is most suitable and available.
• You will not pay return or replacement delivery costs for an item that is our fault.
• We may ask to inspect the item, or have it checked by the supplier or manufacturer, before we confirm the outcome.

Please check your order when it arrives and tell us about any visible damage or missing items as soon as you can.

For safety, hygiene and practical reasons, the following are not returnable unless they are faulty:

• Parts that have been fitted, used or damaged after delivery
• Special-order or custom-ordered items obtained specifically for you
• Electrical and electronic parts once the packaging has been opened, because they cannot be tested for return safely
• Oils, fluids, chemicals and other opened consumables
• Items with missing packaging, labels, or parts, or that show signs of wear
• Gift cards, vouchers and any item clearly marked as final sale

• If we supplied the wrong part for the vehicle details you gave us, we will exchange it or refund you in full.
• If the vehicle details you provided were incorrect, the item may be returned under section 02, provided it is unused and unfitted. The return delivery cost is yours.
• Please confirm your vehicle model, year and VIN before ordering. Our team is happy to check compatibility for you.

• Contact us by phone, email or through our website with your order number and the reason for the return.
• Wait for approval. We will confirm whether the item qualifies and tell you how to send or bring it in.
• Send or bring the item to our showroom, packed securely with all original contents.
• We inspect it when it arrives and confirm your refund, replacement or exchange.

Returns sent without contacting us first may be delayed. Items lost or damaged while being returned remain your responsibility, so please pack them well.

• Our error — faulty, damaged or wrongly supplied items: we cover the return cost.
• Change of mind — you cover the cost of returning the item to us, and original delivery charges may not be refundable.
• You are welcome to bring returns to our showroom in person, which avoids courier charges.

• Approved refunds are made to the original payment method, or in cash for cash purchases made in store.
• We process refunds within 15 days of receiving and inspecting the returned item.
• After we process it, your bank or card provider may need additional time before the money appears in your account.
• The refund covers the price of the item and VAT. Delivery charges are refunded when the return is due to our error.
• If an item comes back damaged, incomplete or used, we may reduce the refund to reflect the loss in value, or refuse the return.

If you would rather swap an item than get a refund, we will exchange it for another product or part of equal or different value, subject to stock.

• If the new item costs more, you pay the difference.
• If it costs less, we refund the difference.
• The same condition and time limits as for returns apply.

Because labour cannot be returned once it has been carried out, completed services are not refundable simply because you changed your mind. However, we stand behind our work:

• If a repair or service is not carried out properly, tell us as soon as possible and bring the vehicle back to us.
• We will inspect it and, where the problem is due to our workmanship or the parts we fitted, correct it at no extra charge under our warranty.
• If we cannot fix the problem, we will refund or credit the affected part of the charge.
• Problems caused by accidents, misuse, neglect, modifications or work by another workshop are not covered.

• You can cancel or reschedule a booking free of charge by contacting us before your appointment.
• If a deposit or advance payment was taken, it is refunded or moved to your new appointment.
• If work has already started, you pay for the labour completed and any parts already ordered or fitted for your vehicle.
• If you decline a repair after diagnostics, you pay only the diagnostic or inspection charge, where one was agreed.

A vehicle is a major purchase, so we encourage you to inspect and test drive it before you buy. Once the sale has been completed, the following applies:

• The sale is final when full payment has been received and the sale documents have been signed. Vehicles cannot be returned for a change of mind after that point.
• Once ownership transfer or registration has been completed in your name, the vehicle cannot be returned.
• If a vehicle is materially different from how we described it, or has a fault we failed to disclose, contact us immediately and we will work with you on a fair solution, including repair, exchange or refund where appropriate.
• Manufacturer warranty claims are handled under the manufacturer's or distributor's own terms.

• A deposit reserves your chosen vehicle and is credited towards the final price.
• If we cannot supply the vehicle, or it is no longer available, your deposit is refunded in full.
• If you cancel your reservation, we may keep a reasonable part of the deposit to cover costs already incurred, such as preparation, handling and transport.
• Deposits for vehicles specially ordered or imported for you may be non-refundable once the order has been placed with the supplier. This will be explained to you before you pay.

• You can cancel a product order free of charge before it has been dispatched or prepared for collection.
• Once an order has been dispatched, the return rules in section 02 apply.
• We may cancel an order if an item is out of stock, priced incorrectly, or if we suspect fraud. In that case any payment you made is refunded in full.

Many parts and products carry a manufacturer warranty. If an item fails within its warranty period, we will help you with the claim, and may need to send it to the manufacturer or supplier for assessment.

Warranty coverage follows the manufacturer's terms. Damage from misuse, incorrect fitting by others, accidents, or normal wear is generally excluded.

We may update this policy when our services or legal obligations change. The revised version is published on this page with a new update date. The policy in force at the time of your purchase applies to that purchase.