Legal
Refund Policy
Al Masri Computers — Damascus, Syria
Overview
This Refund & Exchange Policy explains when Al Masri Computers can exchange, repair, replace, or refund products purchased through our website, WhatsApp ordering, or in-branch sales. Retail purchases centred on Damascus and wholesale purchases coordinated via Dubai may follow slightly different logistics, but the principles below apply unless our confirmation message states otherwise.
Please keep your order number, purchase proof, and product serial number. They are required for any return, exchange, or warranty claim.
Exchange window (change of mind / unused items)
For eligible retail products, you may request an exchange within 7 days of delivery or pickup if all of the following are true:
- The product is unused and in resaleable condition.
- Original packaging, seals, accessories, manuals, and free gifts are complete and undamaged.
- The product is not a non-returnable category listed below.
- You contact us on WhatsApp before returning the item and receive an exchange authorization.
Exchanges are typically for another available product of equal value, or store credit / adjusted payment if you choose a different model. Stock for a preferred replacement is not guaranteed.
Defective products and DOA
If an item arrives dead on arrival (DOA) or develops a covered defect:
- Contact us immediately with your order number, serial number, and a clear description or photos/video of the issue.
- Do not attempt unauthorized repairs; this may void warranty.
- We will guide you through inspection, manufacturer warranty, in-house assessment, repair, replacement, or refund as appropriate.
Warranty length and coverage depend on the product and what was confirmed at purchase. Use the Warranty check page with your serial number for coverage status.
Warranty vs refund
- Warranty generally covers manufacturing defects during the warranty period and may result in repair or replacement of like kind.
- A refund is not automatic for every warranty case; many cases are resolved by repair or replacement first.
- Physical damage, liquid damage, misuse, missing parts, or software issues caused by the customer are typically not covered.
Non-refundable / non-exchangeable items
Unless required otherwise by law or explicitly agreed in writing, the following are not eligible for change-of-mind refunds or exchanges:
- Software licenses, activation keys, and digital downloads once issued or revealed.
- Opened consumables (thermal paste, cables sold as sealed kits once opened, etc.) where hygiene or seal integrity matters.
- Custom-configured builds or special-order items sourced specifically for you after you approved the quote.
- Products with broken warranty seals, missing serial labels, or clear signs of misuse.
- Clearance or “final sale” items marked as such at purchase.
Wholesale orders
Wholesale orders coordinated through our Dubai desk are generally final after confirmation and payment arrangements, except for verified shipping damage or DOA handled case-by-case. Volume pricing, special sourcing, and export logistics mean change-of-mind returns are limited. Contact the wholesale WhatsApp line immediately if a shipment issue occurs.
How to start a return or exchange
1. Message our WhatsApp support (Damascus for retail, Dubai for wholesale) with your order number and reason.
2. Wait for authorization and return instructions. Unauthorized returns may be refused.
3. Pack the product safely with all accessories. You may be asked to use the original packaging.
4. After inspection, we confirm exchange, repair, replacement, store credit, or refund eligibility.
Refund method and timing
When a refund is approved, we return funds using the original payment method where possible, or another method agreed with you (for example bank transfer). Timing depends on the payment channel and bank processing. We will confirm the expected timeline on WhatsApp after approval.
Delivery fees and restocking
Outbound delivery fees are generally non-refundable for change-of-mind exchanges unless we shipped the wrong item. A restocking consideration may apply in limited cases for opened-but-eligible returns; we will disclose this before you authorize the return.
Wrong item or our error
If we sent the wrong product or quantity, contact us as soon as you notice. We will arrange collection/swap at our cost and correct the order.
Contact
Start every refund or exchange request on WhatsApp so we can document authorization. You can also reach us through the Contact page. Include photos of the product, packaging, and serial number to speed up assessment.
Questions? Reach us on WhatsApp — we are happy to help.