01 cases of damage due to shipping or delivery.
If the customer receives the shipment and it is damaged due to shipping or the delivery driver, the customer is entitled to compensation as follows:
1-the order contains 3 products (one product is damaged worth 100 riyals) compensation is 100 riyals for the damaged product (without shipping fees).
2. the order contains 3 products and all damaged products will be full compensation (order amount + shipping fee)
Compensation method: the Technical Support Ticket is raised by
help.fatherstock.com and attach photos clearly showing the damage from all sides, provided that the ticket is lifted within 12 hours only from the receipt of the customer's order, with a written explanation of the damage to the shipment, and then the procedure will take 3 working days and compensation if the Ticket meets all the conditions for compensation for damaged products.
02 warranty cases for products 1-2.
If the order contains products covered by the warranty (two years), the customer will receive compensation:
Option 1: funds in the wallet (without shipping fees).
Option 2: delivery of other substitute products.
List of products under warranty:
1-all electronic products except accessories (two years).
-1 other mobile accessories 6 months
Compensation method: a technical support ticket is raised by help.fatherstock.com and attach the following:
- Final customer invoice.
- Merchant's invoice.
- Photos of the product from all sides.
- A video showing the defect or factory defect.
Then the special team of warranty and return covers will check the mentioned in the support ticket, then the case will be determined on two options for examination or compensation as follows:
- If the support ticket is clear and contains all the above details and the holidays are clearly indicated by attachments, compensation will be made within 3 working days.
02 warranty cases for 2-2 products.
- If the support ticket is unclear or the inspection team does not find the defect or factory defect through the attachments, samples will be sent to the designated Center for examination to confirm the correctness of the information and then compensation will be made within 3 working days of receiving the samples.
Observations:
- In Option No. 2, the sample shipping fees will be the responsibility of the merchant and if it is proved that the products include the warranty, the merchant will be compensated for the shipping fees.
- In Option No. 2, the sample shipping fees will be the responsibility of the merchant and if it is proved that the products do not include the warranty, the fees will be charged to the merchant as well as the fees for returning the products to the customer and a financial fine of 10% of the order value because the data is wrong and this has not been proven.
03 cases of loss of some parts of products.
If the orders are delivered to the end customer and a part of them is missing such as (product base, cable, etc.), the customer will receive 15% of the amount of the products as compensation without shipping fees.
Example: product (lamp with cable) the lamp is delivered to the customer without cable and the total value of the products is SAR 100. So the compensation is 15%= 15 reais. Provided that the missing item does not affect the operation or use of the product.
If the missing part affects the operation or use of the product, compensation must be made in the full amount of the main product without shipping fees to the customer's wallet.
Compensation method: the Technical Support Ticket is raised by help.fatherstock.com attach photos showing the missing item clearly from all sides, provided that the ticket is lifted within 12 hours only from the customer's receipt of the order, with a written explanation of the missing item received for shipment, and then the procedure will take 3 working days and compensation if the Ticket meets all the conditions for compensation for lost products.
04 cases of wrong product arrivals.
If the orders are delivered to the end customer, whether it is a wrong product or a wrong full order, the customer will be compensated with the amounts in the wallet based on the following:
- Example 1: an order containing three products arrives, 2 of which are correct and a wrong product. the customer will be compensated for the wrong product only without shipping charges.
- Example 2: an order containing three products arrives and all the products are wrong the customer will be compensated for the full value of the order with shipping charges.
In case No. (2) The Merchant communicates with technical support to hand him a bill of lading to return the products, he will give it to the customer and deliver it to the nearest shipping center.compensation will not be made until the final customer delivers the entire wrong order to the shipping company according to the consignment number.
Compensation method: the Technical Support Ticket is raised by help.fatherstock.com attach photos and videos showing all parts of the incomplete order and clearly explain the wrong item or items from all sides, provided that the ticket is lifted within 12 hours only from the customer's receipt of the order, with a written explanation of the wrong item or items in the customer's order, and then the procedure will take 3 working days and compensation if the Ticket meets all the conditions of compensation for the wrong products and orders.