DELIVERY & RETURN POLICY
Dear customer, we at AlessaOnline believe that customer service is the corner stone of our entire business. We try our best to avoid any issues that may arise during your shopping experience with us, therefore we made sure that all our policies are transparent and simple to understand and if you need any clarification please do not hesitate to contact us directly.

• All shipping charges for orders above 11 KD is free.
• There would be a 1 KD shipping charge for orders below 11 KD for all areas except Ali Saba Al Salem, Wafra, Fahad Al Ahmed Area, Mina Abdulla, Khiran, and Nuwaisib.
• For orders below 11 KD in Ali Saba Al Salem, Wafra, Fahad Al Ahmed Area, Mina Abdulla, Khiran, Nuwaisib and surrounding areas, a shipping charge of 2 KD would be charged. 

RETURN & EXCHANGE POLICY

• You have the right to return or exchange items purchased from alessaonline.com, a division of Alessa Scientific and Medical. within 14 calendar days of purchase under the following conditions:
• Returned or exchanged items must have a manufacturing defect that cannot be repaired without compromising the items quality, fake, fiddle or does not match the specifications stated on alessaonline.com.
• Returned items must be in their original packaging with all its original content, including, but not limited to, accessories and manuals.
• Returned items (unless defective, fake or fiddle) must be in resellable condition.
• Returned items must not be opened or used.
• You have the right to receive your refund against returned items in the same form of payment made at the time of original purchase. For example, if you bought items in cash you will receive your refund in cash or store credit.
• You have the right to receive your refund in full. We will not deduct any kind of transactions fees, such as visa/mastercard/knet fees or processing fees, from your refund amount.
• You have the right to receive your refund within 10 calendar days of your original request.
• You have the right to exchange items purchased within 14 calendar days of purchase. Exchanged items must be in their original sealed packaging. We will offer you the value of the item with in­store credit that will be valid for 6 months.

HOW TO PROCESS YOUR RETURN OR EXCHANGE
If you would like to return or exchange an eligible item within 48 hours of purchase, you can contact our customer service center and we will arrange for pickup from your address stated in your invoice. When we collect your item, please provide us with the original invoice at time of purchase.
If you would like to return or exchange an eligible item after 48 hours of your purchase, please return the item with the original invoice to alessa at the address provided by our customer service.

 

WARRANTIES
Only items that specify a warranty provider and a warranty time frame on the item's product page at the time of purchase are eligible for warranty.
Warranties do not cover faults caused by misuse, physical damage, water damage, software viruses or the use of operating systems, programs or accessories that are not genuine and/or not approved by the manufacturer.
To benefit from any existing warranty, please provide the original invoice.
If you were not satisfied with the response of any of the service centers, please get in touch with us and we will make sure you get the treatment you deserve.
All products covered under warranty are covered under manufacturer warranty and service would be provided by the manufacturer's service centers only.

DELIVERY POLICY
alessaonline.com ships orders in Kuwait by Company's own delivery network and, from time to time, we will use 3rd party logistics partners.
Orders are delivered according to the delivery method you choose when you place the order. 
Once you have received the order, we will ask you for your electronic or physical signature. Your signature will be a confirmation that you have received all items purchased in the order.
If you are not present at the specified delivery address, we can deliver the order to any person at the specified address and their signature on the order will be a confirmation that you have received all items purchased in the order.
If we reach your address and fail to deliver the order, please contact our customer service department to arrange an alternative delivery time. We will not be responsible for any orders that are not delivered within a period of 30 days after the day of purchase.

Warranty & Return Policy

We offer a 2-year warranty on select products from leading brands. The warranty covers specific components of each product as mentioned in the table below:

Brand	Product Category	What's covered under Warranty	SKU
AutoLift	Wheelchair Lift	Pump module, Hydraulic parts, Circuit breaker, Remote control, Main pumps, Micro switches	-
Handicare	Curved Stair Lift Indoor	Power pack, Charger, PCB, Remotes, Charging contacts	-
Handicare	Platform Lift	Main PCB, Motor, Actuator, Charger	-
Handicare	Stair Lift Indoor	Power pack, Charger, PCB, Remotes, Charging contacts, Sensors	-
Handicare	Stair Lift Outdoor	Power pack, Charger, PCB, Remotes, Charging contacts, Sensors	-
Handicare	Vertical Platform Lift	Motor, Roller, Inverter board, Relay, Contactor, Door Sensor	-
BraunAbility	Turny Seat	Motors, PCB, Remote control, Sensors, Drive mechanism	-
Drive / Robooter	Power Wheelchair	Motor, Controller	SHAN5001, DRIM5030, DRIM5031
Drive / Robooter	Scooter	Motor	DRIM5034, SHAN5013

Important Clause – Warranty Void Conditions:

The warranty will be void under any of the following circumstances:

• Misuse of the product
• Physical damage
• Unauthorized modifications or repairs
• High voltage or short circuits from the main power source

Refund & Return Policy

All products are eligible for return or exchange within 14 days from the date of invoice, except hygiene products.
Non returnable hygiene products

• Adult Diapers
• Baby Diapers
• Shower Chair
• Pillow
• Toilet Chair
• Cushions
• Shower and Toilet Chair
• Air Mattress
• Underpad
• Low back Support
• Shower bench
• Loop Bar

Please be advised: Once purchased, these hygiene products cannot be returned, refunded, or exchanged if opened or used, due to health and hygiene regulations as per Ministry of Health guidelines.

This policy is in accordance with the Ministry of Commerce and Industry regulations, which exclude certain goods, including hygiene products, from the standard 14-day return and exchange period.

HOW TO CONTACT US
Our dedicated call center team is available to assist you from 8:00 AM to 10:00 PM, Saturday to Thursday. Friday is a holiday. For any assistance, suggestions, or inquiries, please email us at support@alessamed.com Our team will get back to you as soon as possible. Here is how you can contact us:

Phone: +965 1877779

Email: support@alessamed.com