Warranty cases for products
If the order contains products covered by the warranty - one year
The client will receive the following compensation:
1: Money in the wallet, no shipping fee
2: Delivery of other alternative products
List of products under warranty:
1- All electronic products except accessories
Compensation method: A technical support ticket is raised by help.fatherstock.com and the following is attached
The final customer invoice.
Merchant invoice.
Pictures of the product from all sides.
A video showing the defect or manufacturer defect.
Then the team for warranty and return coverage will examine what is mentioned in the support ticket, and then the case will be determined on two options for examination or compensation as follows:
- If the support ticket is clear and contains all the above details, and the malfunctions are clearly shown through the attachments, compensation will be made within a period of 3 working days.
- If the support ticket is not clear or the defect or manufacturing defect was not found with the examining team through the attachments, samples will be requested to send samples to the center designated for examination to ensure that the information is correct, and then compensation will be made within 3 working days of receiving the samples.
Damage due to shipping or delivery
If the customer received the shipment and it was damaged due to the shipping or the delivery driver, the customer is entitled to compensation as follows:
１- Example: The order contains 3 products, one product is damaged at a value of 100 riyals, the compensation will be 100 riyals for the damaged product - without shipping fees.
２- 2- The order contains 3 products and all products are damaged. The full compensation will be the amount of the order and the shipping fee.
Compensation method: A technical support ticket is uploaded via help.fatherstock.com and photos are attached that clearly show the damage from all sides, provided that the ticket is raised within 12 hours only from the customer’s receipt of the request with a written explanation of the damage caused to the shipment, and then the procedure will take 3 days Work and compensation if the ticket meets all the conditions for compensation for damaged products.
Cases of missing some parts of the products
If the orders are delivered to the end customer and part of it is missing such as: products base or cable etc.(Customer will get 15% of products amount as compensation without shipping fee.
Example: The product is a lamp with a cable and the lamp is handed to the customer without a cable
If the missing part affects the operation or use of the product, the full amount of the main product must be compensated without shipping charges to the customer's wallet.
Compensation method: A technical support ticket is uploaded via help.fatherstock.com and pictures are attached that clearly show the missing item from all sides, provided that the ticket is raised within 12 hours only from the customer’s receipt of the request, with a written explanation of the missing item that happened to the shipment, and then he will take action 3 working days and compensation if the ticket meets all the conditions for compensation for lost products.
The total value of the products is 100 SAR. If compensation is 15% = 15 riyals. Provided that the missing item does not affect the operation or use of the product.
Wrong product arrivals
If the orders are delivered to the final customer, whether it is a wrong product or a wrong complete order, the customer will be compensated with the amounts in the wallet based on the following:
Example 1: The arrival of an order containing three products, 2 of which are valid and the wrong product, the customer will be compensated for the wrong product only without shipping charges.
Example 2: The arrival of an order containing three products and all products are wrong. The customer will be compensated for the full value of the order with shipping fees.
In case No. (2), the merchant contacts the technical support to deliver a bill of lading to return the products. He will give it to the customer and deliver it to the nearest shipping center, and no compensation will be made until the final customer delivers the entire wrong order to the shipping company according to the consignment number.
Compensation method: a technical support ticket is uploaded via help.fatherstock.com, and photos and videos are attached that show all parts of the missing order and clearly show the wrong item or items from all sides, provided that the ticket is raised within 12 hours only of the customer’s receipt of the order with a written explanation For the wrong item or items in the customer's order, then the procedure will take 3 working days and compensation if the ticket meets all the conditions for compensation for the wrong products and orders.