We would like to inform you that we are pleased to provide you with after-sales service (maintenance) in case there are observations of your purchases that require maintenance or repair if the customer wishes, taking into account the terms and conditions, knowing that the company has the right to amend the commercial terms and conditions of the products as stipulated by the official agents, which must be in line with the consumer protection regulations in the Hashemite Kingdom of Jordan.
Policy for creating maintenance requests:
The process of opening a maintenance request requires that the receipt deed is delivered to the customer by Leaders after the following procedures, and it is mandatory to deliver a copy to the customer as an official reference when ordering the product after the maintenance is completed.
Open a maintenance request in the system according to the official invoice for the product under the same customer information.
Record and attach the detailed product condition from all four sides (photographs) to prove the condition of the product under the same order in the system.
Record and attach (photographs) the product serial number (Serial number #) from the factory under the same order in the system.
Automatically attach the product status and serial number in the system for internal control and quality procedures.
Attach a copy of the receipt slip after the customer’s signature in the system under the same order number for internal control and quality procedures.
Customer orders are taken In three days Business only from the date of purchase for small items purchased in-store (or from the date of home delivery if purchased through the website), where if the item LWorks as stipulated in the factory specificationsThe inspection is requested from the official agent or the agent’s representative available at the exhibition to confirm the technical condition of the product and the special specifications and issue the official report from the agent if necessary, as the return or replacement process requires that the product be delivered as it is in its original condition with the packaging and attachments in its original condition. (not including damage or breakage)Otherwise, follow what is stipulated by the dealer in the official report and take into account the dealer’s terms and conditions of maintenance.
Maintenance requests for large products are received within three working days only (from the date of home delivery) if the product does not work as stipulated in the factory specifications where the official agent is requested to conduct an inspection to confirm the technical condition of the product and issue the official report, as the return or replacement process requires that the product is delivered in its original condition with the packaging and enclosures in its original state complete (including damage or breakage). In the event of a proven manufacturing defect in the product, the product must be delivered in its original condition with packaging and enclosures in its complete original state (not including damage or breakage), otherwise, follow what is stipulated by the agent in the official report and take into account the terms and conditions of maintenance with the agent.
The process of opening a maintenance request requires that the original invoice or (Issuing an invoice copy in case the invoice is lost, if the customer’s number is registered with the same invoice in the system) The service request process requires the products to be inspected by the dealer or the relevant department internally, which may take from 2 working days to 14 working days to issue a product status report from either the dealer or the relevant department internally.
The process of opening a maintenance request requires that the product is in the warranty period according to the terms and conditions of the dealer from the date of receipt stipulated in the invoice, during which the processing is done according to the product and its condition and coordinated in advance with the dealer based on the customer’s request and the financial cost involved and taking into account the terms and conditions of the dealer’s maintenance regarding the warranty for repair or spare parts.
Materials, promotional products, freebies, or freebies are not subject to the following use or open factory packaging
Children’s games
CDs, movies, music CDs, and games.
Damaged goods (visible damage or breakage)
Spare parts
Accessories
Consumables and inks.
Maintenance request policy for defective products (DOA):
The maintenance policy for large products that are found to be in new condition but have been in a damaged state (breakage or lack of tools and accessories) evident upon opening the packaging at the moment of delivery and installation at the customer’s location within 3 working days from the invoice date, so the product is withdrawn directly from the customer’s location and replaced by the delivery team in coordination with the commercial department and stores within a maximum of 3 working days taking into account the weekend whether the delivery is through the supplier or through Leaders.2. As for small products, the maintenance policy requires that for new products that are found to be in new condition but have been in a damaged state (breakage or lack of tools or accessories) evident upon opening the packaging either in the store or with the customer within 3 working days from the invoice date, the replacement is done directly in the store from which the purchase was made in coordination with the store manager and the supplier’s representative. In order to inspect the product in its original condition (including packaging and non-use), where the appropriate decision is taken according to the agent representative or the official supplier in the store after documenting the inspection in the maintenance area in the presence of the customer service department representative for quality control purposes by signing the same product invoice according to the commercial contracts with the supplier by the supplier’s representative.
Maintenance request policy for digital or smart products:
The policy of creating a maintenance service request for digital or smart products requires to follow the commercial section and compliance in the contracts concluded from the commercial side regarding after-sales services, specifically maintenance, with the official agent or commissioner, where it must be ensured to check the products such as tablets, cellular devices, computers or even smart screens, so the customer must make sure that there is no personal information or logins registered for any operating systems such as tablets to maintain the confidentiality of the customer’s personal information without any responsibility on the company, otherwise the customer is directed to the official agent directly.2- The policy requires
Follow-up policy and close maintenance requests:
The follow-up process of the maintenance request requires that the customer be contacted on the number registered in the request, which must be the same as the customer number in the original invoice for property rights or internal control, and contact numbers may not be updated until the original receipt is presented. 2- In case there is a cost for the maintenance process, the customer will be contacted for notification and visit the store to sign and fulfill the maintenance amount in order to start the maintenance process according to the terms and conditions, and if the financial amount for maintenance is not approved according to the technical report, the product will be returned or delivered to the customer within 30 days only from the order date, otherwise they will be
Maintenance request policy for open products (last piece sales):
The maintenance policy for small products that are sold as (last piece) at a certain discount in a specific period of time (with this categorized in the official invoice) and that are not in their new condition (display piece) in the store, requires that if there are observations in the operating system upon use, the product is sent directly to the official dealer in coordination with the store manager and the sales department representative (the official supplier’s agent) to inspect the product in the condition in which it is sold within 3 working days from the date of purchasing the invoice and take the appropriate decision according to the official technical report of the product from the supplier.
Terms and Conditions for Product Warranty:
The terms and conditions of the warranty are subject to the terms stipulated and granted by the official agent or distributor of the product, noting that the Leaders Center policy and its products are subject toa full year warranty from the date of purchase or delivery according to the terms and conditions of the agent. 2- All maintenance items and the availability of the necessary spare parts are the responsibility of the official agent and not the seller, but the seller is obligated to provide the details of the supplier or agent for the product where the seller is obligated to follow up maintenance requests with the official agent or distributor, taking into account the necessary time and cost stipulated at the time of the maintenance request to ensure proper service in accordance with the terms and conditions.
