Shipping Terms and Conditions

This Agreement was last modified on 18 February 2016.

Return Delivery Policy
This policy sets out the details of delivery for your online purchases. If you require more clarification or have any questions please don’t hesitate to check our Frequently Asked Questions or contact our Alvex Customer Service Centre Email support@alvexstore.com

Delivery dates
Alvex is almost there and we don’t want you to worry. Order online and no matter where you are across the Kingdom of Saudi Arabia, we are confident that you will receive your order. Order during work days and you should expect to receive your order within 5 working days if you are within main cities limit, if you are in a remote area then you have to allow another 2 extra days for delivery. If you place your order on Thursday, you have to mind the weekend as an additional uncounted period. Ordering before national holidays will require you to contact our Alvex Customer Service Centre, and we’ll do our very best.

Where we deliver
we will deliver to most addresses within the Kingdom of Saudi Arabia. We require a complete street address and contact number for delivery, unfortunately we cannot deliver to a P. O. Box.
Some remote locations can be serviced, with additional charges, however Alvex is able to deliver to one of its 17 Showrooms where you can collect your products. The locations we can deliver to may change from time-to-time. Please see our Delivery Distention List or call our Customer Service Center to find out if we deliver to your location.

How and when we deliver
All deliveries are made between 8.30 am to 5.00 pm Sunday to Thursday by Alvex’s chosen carrier. To serve you better we deliver through two ways: First: via Alvex Logistics Team, and, Second: through Courier Services, in which both have the same rules and terms as stated herein.
For orders placed before 4.00 pm on a weekday, please allow from the confirmation of dispatch:
•    2 to 3 working days for delivery to the main cities;
•    3 to 5 working days for delivery to regional towns; and
•    5 to 7 working days for delivery to other remote locations.
During peak periods (Ramadan, Haj Season, or National Events), the delivery may take up to maximum 12 working days. Please note that these delivery times are estimates only, and actual delivery times may vary. Large items require extra handling may take longer to transport and deliver. Items may be delivered to you by Alvex Team or by different couriers and transport agencies, both shall mean the same and have the same conditions and terms as mentioned herein.

For large items, you will be contacted to arrange a delivery time using the contact details provided by you. We are not responsible for any late delivery or failure to deliver due to circumstances beyond our reasonable control. Please ensure that your requested delivery location is free from obstructions and if special entry authorization is required, then, you have to prepare for the same and our team will contact you in advance for the same, to prevent any delivery delays.

At the time of delivery, you will be asked to sign a form to acknowledge Proof of Delivery POD that the goods were delivered in good and proper condition.

Cost of delivery
Delivery charges are calculated on a per order basis and according to the weight and size of your order, and your delivery address.

Online Purchases with a value below 500 SAR will get additional 50 SAR delivery charges to the main destinations;

Online Purchases of value 500 SAR and above will get free delivery charges to the main cities as indicated in the Delivery Destinations List;

If you chose to pick up your order from one of our sales points, you are most welcome, in which you have to mention or ask for.

Contact before delivery
for your convenience and if your shipment is being delivered by Alvex Logistics you may request
a call before delivery.

International Shipping
Now, we only ship to Saudi Arabia postcodes and do not currently offer International Shipping.
International Shipping will be available soon with terms and conditions.

Acceptance of delivery
Deliveries must be signed for, and anyone at the delivery address who receives the products shall be presumed by Alvex Industrial Solutions or its authorized carrier to be authorized to receive the products. Unfortunately, Alvex and its carriers are unable to provide an exact estimation of the delivery time/hours. If you are unsure if you will be available at the delivery address during the delivery hours, we recommend nominating a work address or address of a member you authorize and who will be present during the delivery hours. In the instance someone is not able to sign for your delivery, Alvex’s carrier will leave without delivering your order and will charge you for the second delivery. At the time of delivery, you will be asked to sign a form to acknowledge Proof of Delivery POD that the goods were delivered in good and proper condition. Please note that risk for loss or damaged product passes fully to the customer upon delivery of the product by the courier.

Delivery Problems
If your delivery has not arrived, please contact support@alvexstore.com If you wish to return a product delivered damaged or otherwise, please refer to Alvex Online Return Policy.

Returns Policy
Alvex Industrial Solution’s Returns Policy is in addition to your rights under the Saudi Consumer Law because we want you to be happy and satisfied with your purchases from Alvex.
Alvex’s return and exchange policy provides customers with a clear picture of when, where, and how they can return a product in a so, please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
In case you are not satisfied with your online purchased product, or the product is defective, within 15 days from the date you receive your order, you can complete and request a “Return Product Pre-Authorization Request Form” to return the product to Alvex. Keep in mind that Products’ Warranty Policy and Terms shall be understood a part from this policy.

Exclusions:
Services and Software are non-returnable;
Electrical and Electronics are not subject to any return, replacement or refund, unless found effective within (15) days.
Any activated Data SIMs and Routers are not subject to any return or refund unless found defective within (15) days.
Please obtain, complete, and submit the Return Product Pre-Authorization Request Form before processing a return. The Return Product Pre-Authorization Request Form is valid for (15) days from date of issue.

In the event of a return as a result of product malfunction or manufacturing defect, damage upon delivery or delivery of the wrong product, customer will not be charged for any shipment fees or Bank transfer fees.

In case of returns for other reasons (i.e. customer needs an exchange or customer changed his mind) shipment fees and Bank transfer fees will be charged to the customer.
While preparing for a return, product must be in its original packing with full set of accessories and manuals included. We do not accept return of products which have scratches, are damaged as a result of misuse, or malfunction due to wrong voltage connection. At our sole discretion, we may consider returns that do not satisfy the above criteria.
To process physical return of product(s):

  • If you have received your product through Alvex delivery team, please contact us to arrange for the return pick up.
  • If you have received your product from COURIER, you can use COURIER services.
  • If you have collected your product from one of our store, you must proceed to the same store.
  • If you wish to use your own courier to return a product, then you have to inform Alvex Logistics Team and keep them posted to follow up via support@alvexstore.com.
  • If you are in Riyadh City you may visit our Alvex Service Center for Return and/or product check consultation in which a fees may apply.

Any physical return must be accompanied with a valid Return Product Pre-Authorization Request Form number. Return Product Pre-Authorization Request Form number must appear on shipping document. Failing to do so will delay process and can invalidate the return.

Once we have received the unit back, we will process inspection for replacement or refund.

Following inspection by our technician on product packing condition, complete accessories set and product technical check, product manager will approve or reject return for replacement or refund.

Replacement product will be shipped and handed-over to you following the mode of return and location selected.

We will not replace a product with a different model, unless stock of original product is not available. In such circumstance, we will request your permission before processing.

In case of refund, repayment will be calculated at product prevailing price after deduction of any return noncompliance fees. The settlement of a refund will be affected once the bank has refunded the money, which is the next billing cycle form the date of approval of the return.

  • In the event of a return as a result of product malfunction or manufacturing defect, damage upon delivery or delivery of the wrong product, customer will not be charged for any shipment fees and Bank transfer fees. In case of returns for other reasons (i.e. customer needs an exchange or customer changed his mind) shipment fees and Bank transfer fees will be charged to the customer.
    Change of mind returns: If you wish to return an item because you have changed your mind about your purchase, Alvex will offer you an exchange voucher or refund provided that:
    You return the item within 15 days of purchase;
    •    You produce your original Alvex register receipt at the time you return the item;
    •    The item is in resalable condition including that:
  • It is in its original packaging, including instruction manuals and all accessories;
  • It is unworn, unopened, unused and in its original condition; and In the case of computer CDs and DVDs the original security seal or shrink wrap is intact and that:
  • The product is not one on which a change of mind return is not available.
    The above mentioned terms are valid for this section.
    If these requirements are not satisfied Alvex Industrial Solutions reserves the indisputable right not to offer an exchange voucher or refund for change of mind returns.
    Goods on which a change of mind return is not available at Alvex will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:
    Electronic products
    Electricity Products
    Software services
    These products can still be returned only if they are faulty, not fit for purpose or do not match the sample or description you have selected online, and for which a proper inspection will be performed.

Other Returns
Alvex will accept product returns and provide you with an exchange voucher, refund, or repair and return where:
The product is faulty, or
The product is not fit for its intended purpose, or
The product does not match the sample or our online description; and You have to present your Alvex original purchase receipt or other adequate proof of purchase.
Alvex may elect to revert the product to Alvex Service Center and the Product Manager for inspection and reporting OR return the product to the manufacturer’s repair agent to determine the nature of the problem.

Alvex reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.
Please be aware that data may be lost during the check and repair process of electrical and electronic products.

It is the sole responsibility of the customer to ensure that all personal data is deleted before return to Alvex.
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods.

Expenses incurred in such cases of returning your purchase should be borne by you.
Most of our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure, where the Supplier’s Warranty terms and conditions shall supersede.

Alvex reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund.
This may result in a repair, exchange or refund being refused.

Please note:
o   your original Alvex purchase and register receipt is the best form of proof of purchase;
o    Refunds will be issued using your original payment method;
o    Goods purchase during special discounts cannot be returned;
o    Gift cards are not redeemable for cash.
Your nearest Alvex store.
For your best service Alvex Industrial Solutions has three (3) Stores covering the major cities, and we recommend contacting via support@alvexstore.com for assistance prior to traveling to Alvex Store.

Cancellation Policy
If you would like to request a cancellation for your placed order that is being processed or shipped, you must contact us within 2 hours from the time the order was placed.

We apologize, orders placed online begin processing immediately at one of our Distribution Centres to ensure order fulfilment and shipping time. We will do everything we can to accommodate your request.
Please note upon cancellation of your online purchase if accepted by Alvex then the shipping charges, return charges, and bank fees shall be deducted from your paid amount, means once your accepted order has shipped, you will receive a refund for the value of the items only shipping and handling will charges and bank transfer charges if applicable will not be refunded.

Frequently asked questions
Q: Where is my order?
A: If you need any further information about your order please contact Alvex Customers Service Center at support@alvexstore.com and have your order ID number ready.

Q: What should I do if I received an incorrect items?
A: If you have received an order and an item is incorrect, then you have full right to refuse to receiving it, and if found later then please contact Alvex Customers Service Center at support@alvexstore.com and have your order ID number ready.

Q: Who can sign for my delivery?
A: Either you or your representative, that is 18 years of age or older, must be present to receive the product and have his ID and printed email from Alvex Industrial Solutions website. If no one is available to receive the delivery, a re-delivery fee (75 SR.) may be applied to your order. This agreement is with you and Alvex.

Q: What am I responsible for upon delivery?
A: Please be sure to sign the Delivery Order Note (Proof of Delivery) in the presence of the Delivery representative to indicate your delivery has been received. Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. In the event that there are missing, damaged or incorrect packages, please retain the item immediately, indicate the problem on the Delivery Note and feel free to contact us immediately, for corrective action.
A signed delivery receipt, without notations of missing, damaged or incorrect item represents your acceptance of the complete order in perfect condition. For any other problem with your order, please refer to our return policy.

Q: What additional fees may apply?
A: There may be circumstances that require additional payment by you if the conditions mentioned have not been met or you require special services outside of our standard delivery.
[For example, if you need a specified delivery time, your address is not vehicle accessible, you were not available for your scheduled delivery, delivery not made due to unsafe conditions, remote areas, not indicating missing pieces on the delivery note, etc.]

Q: Can I make changes to the delivery address after I place my order?
A: We cannot make any changes to the delivery address once your online order is placed. Orders placed online begin processing immediately in our system to ensure order fulfillment and shipping time. If the delivery address must be changed, your order will have to be cancelled and then replaced. We apologize for any inconvenience, but we encourage you to contact us.

Q: How many attempts will be made?
A: We will make 2 delivery attempts. After the 2nd failed attempt at delivery, the package is returned to our warehouse and you will be notified and if you would like to have the order redelivered, you will be responsible for the re-delivery fee.

Q: Can I place an order online and pick it up at my local Alvex stores?
A: Yes, it is possible to collect online purchases from Alvex store, and pre-request is required.

Q: How do I know if an item is in stock?
A: You can see the stock availability of a product at our website.

Q: What if a part is missing in the package?
A: First please check to make sure have received all of the packages for the item. Some articles are sold in several boxes. You will find the number of packages required on the product label. If you are missing a package, simply you have to report the same with your receipt and product information.

Q: Why are some items sometimes out of stock?
A: We strive to maintain availability of all items listed in our website. However, due to the success of a particular item or supply delays, it is possible that an item can be temporarily out of stock.
Alvex products are selected from best manufacturers from all over the world and there are many circumstances that can sometimes impact supply. If your desired item is not available, you may contact us for special order and you will be assisted accordingly.

Q: What happens if there is an issue with my Assembly or Operation?

A: Alvex Service Center is ready to provide required support for certain products. Alvex Service
Center is able to provide services in-house and at your location, so, don’t hesitate to contact
Logistics Alvex Service Center at Email support@alvexstore.com Service cost shall apply.

Q: What if my item does not meet the return policy?
A: Any situation that falls outside of the return policy will be handled on a case by case basis.

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