Warranty and After-Sales Service Policy
• The warranty period for electrical equipment is two years: the first year covers maintenance and spare parts, and the second year covers maintenance only, excluding parts.
• The warranty procedures for gas equipment are valid for one year from the date of purchase.
• The required product maintenance period will be determined by the company's maintenance department after opening and inspecting the device. A copy of the original invoice must be provided when requesting maintenance for any product.
• The warranty covers repair of the product's defects, not replacement or refund.
• If the customer sends the product for maintenance and it is found to be without defect, the customer will bear all shipping costs.
• Shawarma machine burners have a warranty of only three months.
• Alam Steel Factory provides its services within the Kingdom of Saudi Arabia.
• The customer is responsible for the technician's outreach fees after the first year from the date of purchase. • For warranty service outside the Eastern Province, the customer is responsible for all expenses (technician outreach fees, transportation, airfare for areas 300 km from Al-Ahsa, accommodation, overtime pay, and any other applicable costs).
• Refrigeration equipment must be sent to the factory.
• All electrical equipment will be inspected before delivery to the customer, and the customer must sign a receipt confirming the equipment's safety.
• To minimize the likelihood of malfunctions and ensure the continued efficient operation of refrigeration equipment, it is recommended to ensure adequate airflow in the area and maintain a safe distance between the wall and the equipment. The room temperature should be between 25-27°C, as refrigeration equipment is affected by room temperature.
• Cases not covered by the warranty:
• Equipment requiring external maintenance. • In the event of improper operation of the equipment (such as using a high-pressure gas regulator or operating the equipment with an incorrect electrical current resulting from the customer providing incorrect information regarding the electrical voltage (1-phase - 3-phase) 220-380 volts)
• Using the equipment in a manner contrary to the operating and maintenance system constitutes misuse.