Overview

At Al Madina Hypermarket, we are committed to delivering quality products and ensuring our customers enjoy a smooth after-sales experience. Our service and warranty policies are designed in line with UAE Consumer Protection Law and manufacturer guidelines. For assistance, contact feedback@almadinahypermarket.com.

Warranty Coverage

Manufacturer Warranty

All electronic items, appliances, and selected accessories sold at Al Madina Hypermarket are covered by the official manufacturer’s warranty, valid only within the UAE.

Warranty Duration

• Standard warranty: 12 months from purchase date (unless otherwise stated).
• Selected accessories/small electronics: 6 months.
• Apple accessories: 12 months (per Apple’s policy).

What the Warranty Covers

• Manufacturing defects in design, materials, or workmanship.
• Malfunctions under normal use as described in the user manual.
• Replacement of defective parts with manufacturer-approved parts.
• Authorized Repairs Only: Claims must be processed via manufacturer-approved service centres. Unauthorized repairs void warranty.

Dead on Arrival (DOA) / Out-of-Box Failure

A product is considered “Dead on Arrival” if a significant manufacturing defect is discovered within 7 calendar days from purchase. DOA items will be replaced with the same model, or refunded if unavailable, provided original packaging and accessories are returned.

Warranty Exclusions

• Products not purchased from Al Madina Hypermarket UAE.
• Misuse, negligence, accidents, liquid damage, or physical impact.
• Unauthorized repairs, modifications, tampering with serial/warranty seals.
• External causes: power surges, lightning, fire, natural disasters.
• Insect/pest damage; unsuitable storage conditions (humidity/heat).
• Consumables & wear items (batteries, chargers, cables, bulbs, screens).
• Software, third-party apps, or personal data/content.
• Damage during transport due to unsafe packaging.

Service Policy

Warranty Claim Process

• Contact Customer Service (helpline on warranty card) to register and receive a reference number.
• Drop-off or ship product with invoice to the authorized service centre (details provided by Customer Service).
• Repair timelines: 7–14 working days (subject to spare parts). Customers will be notified when products are ready or if delays occur.

Non-Repairable Products

• Replacement of same model (if available).
• Full refund if no replacement available. (T&C apply)

Third-Party Sellers

Items bought from marketplace sellers on Al Madina’s platform follow the seller’s warranty. Al Madina acts as facilitator only.

Out-of-Warranty Repairs

• Diagnostic/inspection fee charged upfront.
• Spare parts & labour quoted separately. Work proceeds only with customer’s approval.
• Inspection fee non-refundable if repair declined.

Data Responsibility

Customers must back up data before submitting devices. Service centres are not responsible for any data loss.

Customer Responsibilities

• Provide purchase invoice (mandatory for claims).
• Keep original packaging for transport.
• Provide accurate claim details.
• Disable passwords/locks before submission.
• Ensure secure packing during transport.

Additional Notes

• Warranty/service valid only within UAE.
• Repairs/replacements do not extend the original warranty period.
• Products uncollected after 30 days may be stored, Al Madina not liable thereafter.

Governing Law

This policy is governed by the laws of Dubai and the federal laws of the UAE. Disputes fall under Dubai courts.