Warranty, maintenance and technical support policy

This document is required by Article (15/6) and complies with Articles (12/6) and (12/7) of Decree-Law No. (21) of 2025 on Electronic Commerce (قرار بقانون رقم (21) لسنة 2025م بشأن التجارة الإلكترونية).

The warranty document

Article (12/6) obliges the electronic supplier to give the consumer a separate document setting out the terms, conditions and period of the warranty on the product or service, where a warranty exists.

Accordingly: every product covered by a warranty is delivered with a separate warranty document — on paper with the product or electronically with the invoice — stating the warranty period, what it covers and what it excludes, who performs it, and how to claim under it. If you receive a warranted product without a document, tell us and we will provide it.

Who provides the warranty

• Agent or manufacturer warranty: for some devices and electronics, performed by the approved warranty provider in Palestine on its own terms.
• Seller's warranty: for some products, for the period and on the conditions the business states on the product page.
• Conformity warranty: the guarantee that the product reaches you matching its description and in sound condition — this one is on us, needs no document and has no period, and applies under Article (14).

The period

• The warranty period is shown on the product page before purchase under Article (9/d), and in the warranty document.
• Products with no warranty stated: have none, beyond the conformity warranty above. We do not imply a warranty that does not exist.

What a warranty usually excludes

• Misuse, neglect, breakage or liquid damage.
• Repair or opening by an unapproved party.
• Normal wear and consumable parts (batteries, accessories).
• Damage caused by unstable mains electricity or by external conditions.

These are general exclusions; the document supplied with your product is what governs.

How to claim under a warranty

1. Contact us through the complaints channels with the order number, a description of the fault, and photographs where possible.
2. We reply within 48 hours and direct you to whoever performs the warranty, or take the product to them ourselves depending on the case.
3. We stay with it until the case is closed. Our responsibility for proper performance stands even where another party performs it, under Article (11/2).

Technical support

• Technical support relating to the platform itself (your account, an order, payment, the app) we provide directly.
• Technical support relating to operating a particular product is provided by the business or the warranty provider; we put you in touch with them and follow it up.

Maintenance

The platform does not currently offer paid maintenance services outside the scope of a warranty. If this service becomes available in future, its terms will be added to this page before it is offered.

• Email: support@shoabalak.com
• Phone and WhatsApp: +970 56 970 3134
• Address: فلسطين