Warranty Policy

At Aqeen, warranty coverage depends on the product, brand, seller, importer, and applicable warranty terms. Some products are covered by an official manufacturer or brand warranty, while others may be covered by a seller warranty provided by Aqeen or the applicable supplier.

The warranty information shown on the product page, invoice, warranty card, or other applicable documentation should be used to determine the warranty available for a particular product.

1. Types of Warranty

Brand / Manufacturer Warranty

Products supplied with an official brand or manufacturer warranty are covered according to the applicable manufacturer’s warranty terms.

The warranty period, coverage, service process, and exclusions may vary by:

  • Brand

  • Product type

  • Product model

  • Warranty period

  • Country/market

  • Manufacturer’s terms

Aqeen may assist customers in contacting the relevant brand or authorized service center where applicable.

Seller Warranty

Some products may be supplied through a dealer, distributor, or third-party importer rather than directly through the manufacturer.

Where applicable, these products may carry a seller warranty.

Seller warranty coverage, duration, and resolution will be stated on the relevant product page, invoice, or applicable documentation.

Unless otherwise stated, Aqeen’s seller warranty may provide an initial 7-day warranty period for eligible products.

2. Warranty Resolution

Depending on the product and nature of the issue, an eligible warranty claim may result in:

  • Repair

  • Replacement

  • Service

  • Refund, where applicable

For brand-warranty products, the manufacturer or authorized service provider may determine whether repair, replacement, or another remedy is appropriate.

For seller-warranty products, Aqeen will inspect the issue and determine the appropriate resolution according to the applicable seller-warranty terms.

3. Warranty Period

Warranty duration varies by product.

For example, a product may carry:

  • Manufacturer warranty

  • Seller warranty

  • 7-day seller warranty

  • A longer brand-specific warranty

The applicable warranty duration will be communicated with the product wherever possible.

The warranty period generally begins from the date of purchase or invoice unless the applicable brand or seller terms state otherwise.

4. What Warranty Generally Covers

Warranty coverage generally applies to qualifying manufacturing or functional defects that occur during the applicable warranty period under normal use.

The exact coverage depends on the applicable brand or seller warranty.

5. What Warranty Does Not Generally Cover

Warranty coverage may not apply to issues caused by:

  • Accidental damage

  • Physical damage

  • Liquid or water damage

  • Improper use

  • Negligence

  • Unauthorized repair or modification

  • Tampering with the product

  • Electrical surge or unstable power supply

  • Improper installation

  • Use contrary to the manufacturer’s instructions

  • Normal wear and tear

  • Consumable parts

  • Cosmetic damage that does not affect functionality

Specific warranty exclusions may vary by product and manufacturer.

6. Installation Requirements

Certain products, particularly major home appliances, may require installation by the manufacturer or an authorized technician for the warranty to remain valid.

Where the applicable warranty requires authorized installation, customers should follow the manufacturer’s installation requirements.

If a product is damaged or develops a problem because of improper or unauthorized installation, the issue may not be covered by warranty.

7. Large Appliances

For products such as air conditioners, refrigerators, washing machines, televisions, and other major appliances, warranty claims may involve manufacturer inspection, authorized service, or installation verification.

The manufacturer’s applicable warranty terms will take priority for products covered by brand warranty.

8. Warranty Claim Process

To make a warranty claim:

  1. Contact Aqeen through support@aqeen.com or WhatsApp.

  2. Provide your order number or purchase information.

  3. Explain the issue.

  4. Provide photos or videos where requested.

  5. Follow any troubleshooting or inspection instructions.

  6. If required, submit the product to Aqeen, the relevant service center, or another designated location.

Aqeen or the applicable service provider may inspect the product before determining the appropriate resolution.

9. Warranty and Return Periods Are Different

A product may have a limited return period and a longer warranty period.

For example:

Return period: 7 days
Brand warranty: 1 year

After the applicable return period ends, manufacturing or functional problems may need to be handled through the applicable warranty process rather than a standard return.

10. Warranty Documents

Customers should keep:

  • Purchase invoice

  • Warranty card, where applicable

  • Product serial number

  • Original accessories and documentation where relevant

These may be required when making a warranty claim.

11. Warranty After Replacement

If a product is replaced under warranty, the replacement warranty period will be determined by the applicable manufacturer or seller warranty terms.

12. Contact Us

For warranty assistance:

Email: support@aqeen.com
WhatsApp: Available through Aqeen’s website
Support hours: 10:00 AM – 8:00 PM

Please provide your order number and product details when contacting us.