NATIONAL TRADING CO. LTD.
Return & Exchange Policy and Warranty Terms
SECTION ONE: RETURN & EXCHANGE POLICY
1. The original invoice or the approved electronic invoice must be presented in order to complete any return or exchange.
2. The customer may return a product within seven (7) days, or exchange it within fourteen (14) days, from the invoice date, provided that the product is unused, in its original condition, complete with all its accessories, and inside its intact original packaging.
3. No return or exchange shall be accepted if the original packaging of the product has been opened or damaged, or if the product has been operated or tested even once, except in the cases set out in Clause (4) below.
4. The time limits stated above do not apply to defective products or to products that do not conform to the declared specifications; such cases are dealt with under the Warranty Terms set out in Section Two of this document and in accordance with the applicable laws of the Kingdom of Saudi Arabia.
5. The following products are not returnable or exchangeable, unless a manufacturing defect is established:
- Electrical and electronic parts and components.
- Parts ordered specially and not held within the Company’s standard inventory.
- Products cut or prepared to order, such as saw chains and hoses.
- Batteries of all types.
- Oils, fluids and chemicals once their containers have been opened.
- Products sold within promotions or clearance sales, and display or used products, which are sold in their apparent condition at the time of sale.
6. Refunds are made using the same payment method used for the purchase, within a period not exceeding fourteen (14) days from the date on which the Company receives the returned product, and a certified tax credit note is issued accordingly.
7. Returned products and equipment shall be delivered exclusively to the branch from which the purchase was made, at the customer’s own responsibility and expense.
8. The customer is responsible for the safety of the product and for its proper packaging until it is physically received by the Company at one of its branches. Returns showing damage caused by transport or by inadequate packaging will not be accepted.
SECTION TWO: WARRANTY TERMS
1. Warranty periods:
- Kubota excavators and generators: twelve (12) months or one thousand (1,000) operating hours, whichever occurs first, from the invoice date.
- Original Kubota engines installed in the customer’s equipment: two (2) years or two thousand (2,000) operating hours, whichever occurs first, provided that the engine’s date of manufacture does not exceed three (3) years.
- Replacement Kubota engines conforming to specification and installed by the Company: one (1) year or one thousand (1,000) operating hours, whichever occurs first, provided that the engine’s date of manufacture does not exceed three (3) years.
- NTC generators and products: twelve (12) months or five hundred (500) operating hours, whichever occurs first, from the invoice date.
- Other brands (TOKU, Koshin, Zenoah, Wuli, EAGLE, THE BEAR): in accordance with the manufacturer’s warranty, terms and approved periods.
- Spare parts: the warranty is limited to manufacturing defects. If, upon opening the package, the part is found to be defective or non-conforming, the branch must be notified immediately and within a maximum of one (1) working day, and before the part is installed. No warranty applies to parts after installation.
- The warranty does not cover failures resulting from incorrect installation, from the use of oils or fuel not conforming to specification, or from neglect of scheduled maintenance.
2. To submit a warranty claim, the customer must provide a copy of the invoice, the chassis number, the engine number, and the hour-meter reading.
3. The warranty covers defects in manufacturing and materials only, and does not cover the following:
- Consumable parts, being exclusively: filters of all types, oils and fluids, belts, spark plugs, saw chains, guide bars, blades and cutters, hoses, carbon brushes, gaskets, tyres, batteries, light bulbs and fuses.
- Misuse or loading beyond the declared capacity and capability of the product.
- Installation or operating errors by technicians not approved by the Company.
- Neglect of the maintenance schedules prescribed by the manufacturer, or failure to provide evidence of their performance.
- Use of fuel or oils not conforming to the manufacturer’s specifications, or contamination of fuel with water or impurities.
- Use of non-genuine spare parts, or any modification to the product or to any of its systems.
- Transport damage after delivery, accidents, fire, theft, natural events and force majeure.
- Products whose serial number or data plate has been removed or defaced.
4. Limitation of the Company’s liability: The Company’s obligation under this warranty is limited exclusively to the repair or replacement of the defective part, at the Company’s discretion. Under no circumstances shall the Company bear the costs of transport, installation or accommodation, nor any indirect damages, loss of profit, losses arising from business interruption, or any consequential damages of any kind.
5. Claim procedure: The customer shall notify the Company in writing within seven (7) days from the date on which the defect appears, and shall deliver the product to the nearest branch or approved workshop at the customer’s expense. The Company reserves the right to inspect the product and to determine the cause of the failure before deciding upon the claim.
6. The repair or replacement of any part shall not renew or extend the original warranty period.
7. The warranty transfers to a new owner for its remaining period, subject to written notification to the Company.
8. These terms are governed by the laws of the Kingdom of Saudi Arabia, and the competent courts of the Kingdom shall have jurisdiction over any dispute arising from them. In the event of any discrepancy between the Arabic and English versions, the Arabic version shall prevail.