Return Policy

1. Scope and Applicability

This policy applies to products sold by Hatoon Construction Machinery (Hatoon Machinery) to business and individual customers in the Kingdom of Saudi Arabia. It covers construction machinery, power tools, earthmoving and lifting equipment, drilling and piling equipment, and related industrial supplies. Specific manufacturer warranties may apply in addition to this policy; we will communicate those where relevant.

2. Defects and Non-Conforming Goods

If you receive equipment that is defective, damaged in transit, or does not match the agreed specification or order, you must notify us within the following timeframes:

• Visible damage or wrong item: Report within 3 working days of delivery.
• Hidden or operational defects: Report within 14 days of discovery, and in any case within the applicable warranty period.

We will arrange an inspection (in person or via documentation/photos as we deem appropriate) and, if the claim is valid, offer repair, replacement, or refund as set out below. Failure to report within these periods may limit your rights.

3. Resolution Options

When a return or claim is accepted, we may offer one of the following, at our discretion and subject to product type and availability:

• Repair: Defective equipment may be repaired by us or an authorized service provider. Parts and labour may be covered under warranty where applicable.
• Replacement: We may replace the item with an equivalent unit in new or refurbished condition, as appropriate for industrial equipment.
• Refund: Where repair or replacement is not feasible or not accepted by you, we may issue a refund. Refunds will be processed in the same form as payment and in accordance with Saudi regulations (including VAT where applicable). Processing may take up to 14 business days after approval.

4. Conditions for Return or Claim

To be eligible for return, repair, replacement, or refund, the following generally apply:

• You have notified us within the timeframes stated in Section 2.
• The product has not been misused, modified, or repaired by a third party without our consent.
• Where possible, the product is in its original packaging and accompanied by proof of purchase (invoice or order confirmation).
• For items that require return, you follow our instructions for shipping or handover. Return shipping costs may be your responsibility unless we have agreed otherwise or the defect is due to our error.

Certain heavy or specialized equipment may be subject to different conditions (e.g., inspection on-site, manufacturer authorization). We will inform you of any such requirements when you raise a claim.

5. Items Not Eligible for Return

The following are generally not eligible for return or refund except where required by law or where the item is defective or not as described:

• Custom-made or specially ordered equipment configured to your specifications.
• Items that have been used, installed, or altered beyond normal inspection, unless we have approved a warranty or defect claim.
• Consumables (e.g., certain blades, bits, or disposable parts) once opened or used, unless defective.

6. Warranty

Many of our products are covered by manufacturer warranties. Warranty terms (duration, scope, and exclusions) vary by brand and product. We will provide warranty documentation where available and assist you in lodging warranty claims with the manufacturer when needed. This Return Policy is without prejudice to your statutory rights in Saudi Arabia.

7. How to Request a Return or Claim

To request a return, report a defect, or make a warranty claim:

• Contact us by email at sales@hatoonmachinery.com or by phone at +966 55 686 7769.
• Provide your order number, product name or code, and a clear description of the issue (and photos if helpful).
• Our team will respond with the next steps, which may include inspection, return instructions, or referral to the manufacturer.

8. Changes to This Policy

We may update this Return Policy from time to time. The current version will always be available on this page with an updated “Last updated” date. For existing orders, the policy in effect at the time of purchase will apply unless a more favourable policy is adopted.

9. Contact Us

For questions about returns, warranties, or this policy, please contact us:

• Email: sales@hatoonmachinery.com
• Phone: +966 55 686 7769

You can also visit our Contact page for more ways to get in touch. We are here to support your projects across Saudi Arabia with reliable equipment and clear, fair policies.