Exchange and Refund Policy

Exchange and Refund Policy – The Grand Home Appliances

First: Cases in Which Exchange or Refund Is Permitted

The customer is entitled to request a product exchange or refund only in the following cases:

• Proof of a manufacturing defect after technical inspection by the authorized service center.

• The product specifications do not match the specifications advertised by The Grand Home Appliances.

• One of the essential advertised features is unavailable or not functional despite being mentioned in the product description.

Any request will be accepted only after a technical inspection is conducted to verify the cause of the issue.

Second: Conditions for Accepting an Exchange or Refund Request

To ensure acceptance of the request, the following conditions must be met:

• The product must be returned within no more than fifteen (15) days from the date of purchase.

• The original invoice must be provided.

• The product must be unused and in its original condition, with all packaging, accessories, manuals, and gifts, if any.

• The product must pass the technical inspection, proving that the defect was not caused by misuse.

A return or exchange request will not be accepted in the following cases:

• Improper use, overloading, negligence, or commercial use of a product intended for household use.

• Opening the product or attempting to repair it by an unauthorized party.

• Damage caused by liquids, dropping, impact, or improper storage.

Third: Products Not Eligible for Exchange or Refund

For health and customer safety reasons, exchange or refund is strictly not allowed for any of the following categories:

• Polti steam appliances

• Cleaning and sanitizing devices

• Sterilization devices and devices for killing bacteria and viruses

• Dry steam devices

• Fragrance and disinfection devices

• Any product used for cleaning, sanitization, disinfection, or health treatment

These products cannot be resold after being opened or used.

The following are also not eligible for exchange or refund:

• Consumable accessories such as filters, fabrics, and hoses

• Spare parts

• Products showing any signs of use or installation

Fourth: Household Electrical Appliances (Westinghouse & Elle Home)

Exchange or refund is accepted only if:

• A manufacturing defect is confirmed after technical inspection

• The product is exchanged for the same model only

Exchange will not be accepted due to a change of mind after use.

Fifth: Refund Method

Refunds are made using the same payment method used for the purchase:

• Cash payments: Refunded in cash or via bank transfer in the name of the customer stated on the invoice.

• Card payments: The amount will be refunded to the same card according to the bank’s policy.

• Pay Later transactions: Refund is possible only if the customer is in the first payment cycle; after that, store credit will be issued for use in the store.

Sixth: General Notes

• No exchange or refund request will be accepted after fifteen (15) days from the date of purchase.

• Your purchase from The Grand Home Appliances means your full acceptance of this policy.

Seventh: Contact Us

For inquiries or support services:

Customer Service
Email: support@grandhome-appliances.com

Head Office: Gitco Tower – Opposite the National Museum of Qatar – Doha, Qatar

We are committed to providing a reliable and transparent shopping experience for our customers.