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Refund policy

ISH SMART HOME & LIGHTING SOLUTIONS

Return, Refund, Warranty & Terms of Sale Policy

Effective Date: June 2026

Welcome to ISH Smart Home & Lighting Solutions. By placing an order through our website, accepting a quotation, confirming a sales order, or making any payment, you acknowledge that you have read, understood, and agreed to the following Terms and Conditions.

1. Order Processing & Payment

1.1 Online orders will only be processed after 100% full payment has been successfully received and verified.

1.2 Orders submitted through the website do not constitute acceptance by ISH until payment has been confirmed.

1.3 For offline quotations or contracts, production or procurement will begin only after receiving the agreed payment according to the quotation.

1.4 Delivery and lead times are calculated from the date of payment confirmation, not from the date the order was placed.

1.5 Prices are based on the quantities and configurations stated in the quotation or order confirmation. Any changes requested by the customer may result in revised pricing and delivery schedules.

2. Product Approval

2.1 The customer confirms that they have reviewed and approved the product specifications, dimensions, finishes, colors, quantities, and any available product images before placing the order.

2.2 ISH shall not be responsible for dissatisfaction resulting from specifications approved by the customer.

3. Scope of Supply

Unless specifically stated in the quotation or invoice, ISH is responsible for supplying products only.

The following services are not included unless expressly mentioned:

  • Installation

  • Testing

  • Commissioning

  • Programming

  • Wiring

  • Piping

  • Civil works

  • Cutting or drilling

  • Painting or finishing works

  • Any additional construction work

4. Return Policy

Customers may request a return within 14 calendar days from the delivery date, provided that:

  • The item has not been used or installed.

  • The item remains in its original condition.

  • Original packaging is intact.

  • All accessories, manuals, and labels are included.

  • The original invoice or proof of purchase is provided.

All returned products are subject to inspection by ISH before approval.

ISH reserves the right to reject any return that does not satisfy these conditions.

5. Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom-made products

  • Special-order products

  • Imported products ordered specifically for the customer

  • Installed products

  • Used products

  • Damaged products resulting from misuse

  • Software licenses

  • Programming services

  • Lighting design services

  • Engineering consultations

  • Site visits

  • Installation services

  • Any completed professional service

6. Refund Policy

If a return request is approved:

  • ISH will initiate the refund within 5 business days after inspection and approval.

  • Refunds will only be processed using the original payment method.

  • Payments made through MyFatoorah will be refunded through the same payment gateway whenever applicable.

  • After ISH processes the refund, banks and payment providers may require approximately 5–10 business days or longer according to their internal procedures for the funds to appear in the customer's account.

  • ISH shall not be responsible for delays caused by banks, card issuers, payment gateways, or financial institutions.

The following charges are non-refundable:

  • Delivery charges

  • Shipping charges

  • Installation fees

  • Programming fees

  • Engineering fees

  • Site visit fees

  • Design fees

  • Administrative charges

  • Any completed service

Bank charges, transfer fees, payment gateway fees, or administrative deductions may be applied where permitted by law.

7. Cancellation Policy

Orders may only be cancelled before procurement or production begins.

Custom-made, imported, or specially ordered products cannot be cancelled once procurement or manufacturing has commenced.

If the customer cancels the contract after engineering drawings, lighting design, or site visits have been completed, ISH reserves the right to deduct 15% of the total contract value to cover engineering and administrative expenses.

8. Storage Policy

For imported or custom orders, the customer must receive the goods and complete any remaining payments within 10 days from delivery notification.

Failure to do so may result in storage fees and additional handling charges.

If the customer requests delivery or installation more than five (5) months after signing the contract, the customer must notify ISH at least three (3) months before the expected installation date to ensure product availability.

9. Warranty Policy

All products supplied by ISH are warranted against manufacturer defects only, subject to the manufacturer's warranty terms.

The warranty does not cover:

  • Normal wear and tear

  • Misuse or negligence

  • Improper installation

  • Accidents

  • Fire

  • Water damage

  • Power surges

  • Voltage fluctuations

  • Environmental conditions

  • Physical damage

  • Unauthorized modifications

  • Damage caused by third parties

10. Warranty Start Date

For supply-only orders:

  • Warranty begins on the delivery date.

For supply and installation orders:

  • Warranty begins on the installation completion date unless otherwise stated.

Customer delays in making final payment shall not extend the warranty period. The warranty period will continue to run from the applicable delivery or installation date.

11. Warranty Void Conditions

The warranty shall become immediately void if:

  • The customer performs maintenance or repairs.

  • Any third party performs maintenance or repairs.

  • The system is modified, reset, or reprogrammed without ISH authorization.

  • Original components are replaced without ISH approval.

  • The product is used outside its intended purpose.

12. Programming Support

ISH provides complimentary programming support for six (6) months from the installation date.

After this period, programming or configuration services will be charged according to ISH's current service rates.

Maintenance visits and reprogramming requested by the customer are not included under warranty unless specifically agreed in writing.

13. Lighting Design Services

Lighting design is considered a professional engineering consultancy service.

Once work has commenced, lighting design fees are non-refundable.

Unless specifically stated in the quotation, lighting design does not include site visits.

14. Limitation of Liability

ISH's responsibility is limited to the products and services expressly stated in the quotation or sales order.

ISH shall not be liable for indirect, incidental, consequential, or special damages resulting from misuse, delays, third-party installation, force majeure events, or circumstances beyond its reasonable control.

15. Governing Policy

ISH reserves the right to modify or update this policy at any time without prior notice. The version published on the official website at the time of purchase shall apply to the transaction unless otherwise agreed in writing.

16. Acceptance of Terms

By placing an order through the ISH website, accepting a quotation, signing a sales order, or making any payment, the customer confirms that they have read, understood, and agreed to this Return, Refund, Warranty & Terms of Sale Policy.

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