Golden Ice Warranty and Return Policy

1. Warranty Duration

Golden Ice guarantees:

• All electrical equipment for a period of 24 months from the date of purchase.
• All gas-operated equipment for 12 months from the date of purchase.
• Production lines, factory machinery, and packaging equipment are covered by a 12-month warranty from the date of purchase.

2. What the Warranty Covers

During the warranty period, Golden Ice provides free maintenance for any malfunctions caused by manufacturing defects, including any resulting damage to the product or its non-consumable spare parts.

3. Activating the Warranty

To obtain warranty service, the customer must:

1. Present the original purchase invoice or warranty card.
2. Comply with the following warranty conditions:
   • The product must still be within its warranty period.
   • The back label or information plate of the machine must remain intact.
   • No repairs should be performed by unauthorized or non-official service providers.

4. Cases Not Covered by the Warranty

The warranty becomes void in the following situations:

• If maintenance or repair is carried out by an unauthorized party.
• Damage resulting from improper use, such as:
  • Incorrect assembly or installation.
  • Failure to use a voltage stabilizer to protect the device.
• Damage caused by accidents, negligence, misuse, impact, or vandalism.
• Use of chemical cleaning agents not approved by the manufacturer.
• Tampering with the machine’s information plate or internal components.
• Using the machine in an unsuitable environment.
• Malfunctions due to dust accumulation or blocked cooling fans.
• Malfunctions caused by using an incompatible gas regulator.
• The warranty does not cover thermal lamps or internal lighting.

5. Response Time and Service Coverage

• Golden Ice’s service department will respond within 48 hours of receiving a maintenance request via the website.
• The issue will be addressed and acted upon within 72 hours of being assigned to the technical department (excluding official holidays).
• Warranty services are available in the following cities: Jeddah, Madinah, Khamis Mushait, Riyadh, and Dammam.
• If the equipment is located in another city, the customer will bear shipping or technician visit costs to and from the nearest service center.

6. How to Request Warranty Service

1. Visit the official Golden Ice website and fill out the maintenance request form.
2. The technical department will review the request within 48 hours.
3. The customer will be contacted within 72 hours of submitting the request.
4. A maintenance appointment will be scheduled within 1 to 7 days, depending on the department’s work schedule.

7. Extended Warranty

If maintenance is delayed for more than 15 days, the warranty period will be automatically extended by the same number of delayed days.

8. Replacement Units

According to Article 21 of the Replacement Goods Policy, a replacement unit will be provided in the following cases:

• If the defect is due to a manufacturing issue that cannot be resolved within 30 days.
• If a spare part required for repair is unavailable and takes more than 30 days to supply.

9. Additional Fees

In accordance with Article 13 of the Maintenance Regulations (“General Maintenance Services”), Golden Ice must notify the customer of any applicable fees. A SAR 250 inspection and diagnostic fee applies. All repairs covered under warranty will be performed free of charge if the warranty conditions are met.

10. Return and Exchange Policy

• Customers may exchange the device within 7 days of purchase (for non-sale items) and within 3 days during promotional periods. The customer is responsible for shipping costs to and from the company.
• Customers may return the device within 3 days (for non-sale items) and within 1 day during sales, subject to 15% administrative and warehouse fees in addition to shipping costs.
• Products must be returned in their original, unopened, and unused condition.
• If the product or packaging has been opened, 30% of the product’s value will be deducted.
• If goods are reserved with a deposit or full payment and not received within 5 days, 30% of the invoice value may be deducted upon cancellation.
• Custom-made or special-size products (such as stainless-steel works) are non-returnable and non-exchangeable.
• Food-related products are non-returnable under any circumstances.

To ensure a successful return or exchange, the product needs to be received undamaged and in its original packaging, without any opening or usage.