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Refund Policy and Returns

1. Purpose and Scope

This Return, Exchange and Refund Policy (the “Policy”) sets out the general framework for how Al-Babtain Factory for Metal Industries (the “Company”, “we”, “us”, or “our”) handles requests for:

  • Product returns,

  • Product exchanges, and

  • Refunds of paid amounts,

in connection with the supply of its products and services.

This Policy must be read together with the Terms and Conditions and the specific commercial and technical terms agreed in each approved Quotation or contract.

2. Binding Reference – Approved Quotation and Contract

  1. All binding details relating to:

    • Return rights,

    • Exchange rights,

    • Refund eligibility and method,

    • Warranty coverage and duration,

    • Validity period of the Quotation,

    • Any time limits or special conditions,

    are determined exclusively and expressly in the approved Quotation and/or the signed contract for each project or order.

  2. Any general statements in this Policy or any marketing materials are for guidance only and are not binding unless they are explicitly incorporated in the approved Quotation or contract.

  3. In case of any inconsistency between this Policy and the terms stated in an approved Quotation or contract, the Quotation/contract shall prevail as the final and binding reference between the parties.

3. Product Types (Standard vs. Made-to-Order)

For the purpose of this Policy, the Company distinguishes between:

  1. Standard / Stock Products (if any)
    Products with fixed, recurring specifications that the Company produces or stocks without material customisation for a specific Customer or project.

  2. Made-to-Order / Customized Products
    Products that are manufactured, adapted, or designed specifically according to the Customer’s requirements, drawings, project needs, or special specifications, including (without limitation):

    • Waste containers with specific dimensions, capacities, materials or colours,

    • Custom steel structures or cabins,

    • Special truck bodies and fabricated units tailored to a particular vehicle or application.

Unless otherwise stated in the Quotation or contract, the Company’s business is primarily focused on made-to-order and customised solutions.

4. Returns and Exchanges – Standard Products

Where the Company supplies standard products and where the approved Quotation or contract expressly allows returns or exchanges for such products, the applicable conditions (including any time limits) will be specified in that Quotation or contract.

By way of general framework only (subject to the Quotation/contract):

  • Returns or exchanges may be allowed within a defined period from the date of delivery, provided that the products:

    • Are unused and in their original condition, and

    • Are returned with original packaging and documentation, where applicable.

  • The Quotation or contract will specify:

    • The return/exchange period (for example, a certain number of days from delivery), and

    • Whether any administrative, restocking, or handling fees apply, and

    • Which party bears the cost of transportation and logistics.

If no such right is expressly granted in the Quotation or contract, no general right of return or exchange shall be assumed for standard products.

5. Returns and Exchanges – Made-to-Order Products

For made-to-order or customised products, the general principle is:

  1. Once production has started on a product that has been approved through a Quotation or contract, the order is considered firm and non-cancellable due to change of mind, change of project, or internal Customer decisions, provided that the products conform to the agreed specifications.

  2. Returns or exchanges for made-to-order products are typically limited to cases where:

    • A manufacturing defect is proven, or

    • The delivered products do not conform to the technical specifications agreed in the approved Quotation, contract, or approved sample.

  3. Any exceptional arrangements allowing cancellation, return, or exchange of made-to-order products will be clearly stated in the Quotation or contract, including any associated fees, deductions, or conditions.

6. Refunds

  1. Eligibility for a full or partial refund is determined in accordance with the terms set out in the approved Quotation or contract, particularly in the clauses dealing with:

    • Return and exchange conditions,

    • Warranty and defect handling,

    • Cancellation and termination,

    • Adjustments for partial deliveries or partial returns.

  2. Depending on the Quotation or contract, possible outcomes in case of defect or non-conformity may include, for example:

    • Repair of the affected product(s),

    • Replacement with conforming product(s),

    • Credit note against future purchases, or

    • Refund of the relevant amount paid for the defective or non-conforming product(s).

  3. Where a refund is approved, the method and timing of the refund (such as bank transfer, credit note, or offset against other invoices) will be implemented in accordance with the Quotation or contract and any applicable legal requirements.

  4. If an order or part of it is cancelled at the Customer’s request in circumstances not covered by a defect or non-conformity, any refund or credit (if granted) will be subject to the Company’s prior written approval and may be subject to deductions for costs incurred, including materials, labour, engineering, and overheads, as specified in the Quotation or agreed in writing.

7. Samples, Inspection and Non-Conformity

  1. Where applicable, the Company and the Customer may agree to produce and approve a sample before the full quantity is manufactured. In such cases:

    • The approved sample will serve as the reference for conformity with dimensions, finishes, and other agreed parameters.

  2. At the time of delivery, the Customer is expected to inspect the products within a reasonable period as specified in the Quotation or contract and to notify the Company in writing of any alleged:

    • Visible defects,

    • Transport damage, or

    • Non-conformity with the agreed specifications.

  3. Failure to notify within the agreed period may be treated as acceptance of the products “as delivered”, without prejudice to any mandatory rights that may apply under applicable law.

8. Shipping, Transport and Associated Costs

Unless otherwise agreed in the approved Quotation or contract:

  1. If the reason for return or exchange is attributable to the Company, such as a confirmed manufacturing defect or non-conformity with the agreed specifications:

    • The Company will generally bear the reasonable transport and handling costs directly related to the return or replacement of the affected products, within the limits and conditions set out in the Quotation or contract.

  2. If the reason for return or exchange is attributable to the Customer, such as a change of mind, incorrect order details provided by the Customer, or internal project changes (and where return/exchange is allowed according to the Quotation):

    • The Customer will typically bear the transport, logistics, insurance, and handling costs, and any applicable administrative or restocking fees as stated in the Quotation or contract.

  3. Specific allocations of cost for transport, insurance, loading/unloading, and on-site handling will be set out in the Quotation or contract for each project or order.

9. Procedure for Return, Exchange or Refund Requests

Subject to what is specified in the relevant Quotation or contract, the general process is as follows:

  1. Submitting a Request
    The Customer should submit a written request for return, exchange, or refund to the Company via one of the official communication channels, typically including:

    • A clear reference to the Quotation number and date, and/or

    • Invoice or delivery note number, and

    • A description of the issue and the quantity concerned.

  2. Supporting Information
    The Customer may be requested to provide:

    • Photographs or videos showing the issue (in case of damage or defect),

    • Additional documentation or site information,

    • Access to the products for inspection, either on-site or at another agreed location.

  3. Review and Assessment
    The Company will review the request, which may include technical evaluation, site visits, or physical inspection of the products.
    After assessment, the Company will communicate its proposed solution in line with the applicable Quotation, contract, and this Policy.

  4. Implementation
    If the request is accepted (in whole or in part), the agreed remedy (repair, replacement, return, or refund) will be implemented in accordance with the Quotation or contract and within a reasonable timeframe, taking into account logistics, production capacity, and any regulatory requirements.

10. Compliance with Applicable Law

  1. This Policy is designed primarily for business-to-business (B2B) transactions. However, where the Customer is a natural person (consumer), the Company will respect any mandatory rights granted under the applicable laws and regulations of the Kingdom of Saudi Arabia in relation to e-commerce and consumer protection, including any statutory rights of withdrawal or defect-based return, subject to recognised exceptions for made-to-order products.

  2. In the event that applicable law grants the Customer a right that is more favourable than what is stated in this Policy or in a Quotation or contract, and such right is mandatory and cannot be waived, that statutory right will be respected in the manner required by law.

11. Amendments to this Policy

  1. The Company may amend this Policy from time to time to reflect changes in business practices, product ranges, logistics arrangements, or applicable legal requirements.

  2. The updated Policy will be published on the Website, with the “Last updated” date revised accordingly.

  3. Any amendment to this Policy will not affect rights and obligations already agreed in approved Quotations or signed contracts issued before the amendment date; those will remain governed by the terms applicable at the time they were agreed.

12. Contact Details

For any questions or formal requests regarding returns, exchanges, or refunds under this Policy, Customers may contact the Company using the following details: