At Promate Iraq Store, we are committed to providing our valued customers with the best possible shopping experience and strive at all times to earn and maintain their satisfaction. In line with our legal responsibilities and our commitment to transparency, we would like to clarify our warranty, exchange, and return policy in detail in order to avoid any misunderstanding or inconvenience.

First: Warranty Policy

  • Promate provides a global warranty on most of its electronic products for a period of 12 to 24 months from the date of purchase.
  • The purchaser is entitled to benefit from the warranty in more than 150 countries worldwide through the company’s branches and authorized agents.
  • The product will be replaced after inspection if a manufacturing defect is confirmed. Replacement shall be made with the same product, or with a newer version if the same model is no longer available.
  • The company shall bear the shipping cost of the replacement product as well as the return shipping cost of the defective product. The customer shall not bear any costs if the fault is caused by a technical issue or manufacturing defect.
  • To benefit from the warranty, the original purchase invoice must be presented, whether issued by the online store or by any authorized point of sale worldwide.
  • The warranty covers manufacturing defects only and does not cover any damage resulting from misuse.

Second: Exchange and Return Policy

1. General Conditions for Exchange and Return

  • The product must be in its original condition, unused, and accompanied by all accessories and original packaging.
  • If the product has been opened, used, or tested, it may not be exchanged or returned.
  • The customer shall bear the shipping costs to and from the Promate warehouse in بغداد in cases of return or exchange, unless the customer resides in بغداد, in which case they may visit the office directly.
  • The original invoice must be provided when requesting a return or exchange.
  • Return period: 3 days from the date of purchase.
  • Exchange period: 7 days from the date of purchase.

2. Products Not Eligible for Return or Exchange

  • Any product whose packaging has been opened and is no longer fit for resale.
  • If the customer changes their mind for reasons such as “I did not like the color” or “The size was not suitable,” the product may not be returned; however, it may be exchanged for another product in the same category, provided it remains in its original condition.
  • No product may be returned or exchanged after more than 7 days from the date of receipt.

Third: Order Cancellation

1. Cancellation by the Customer

  • The customer may cancel the order before it is handed over to the shipping company through their account on the store, in which case the amount will be refunded directly through the Zid platform without any intervention from the store.
  • If the order was placed through Tabby, Tamara, or any other installment platform, the customer must contact the installment provider directly to cancel the order. The store is not legally authorized to communicate on the customer’s behalf.
  • If the order is cancelled after it has been handed over to the shipping company, the customer must refuse delivery so that the order is returned to the warehouse. In such case, only the product value will be refunded, excluding the shipping charges already paid.

2. Cancellation by the Store

The store reserves the right to cancel the order in the following cases:

  • A technical issue on the website.
  • An error in the displayed price.
  • The product being out of stock.

In such cases, the full amount, including shipping costs, shall be refunded to the customer’s bank account or credit card, and the customer shall not be entitled to demand provision of the product.

Fourth: Refund of Paid Amounts

  • The refund will be processed within 2 to 15 business days from the date the warehouse receives the returned product.
  • The refunded amount shall include the product price only and shall not include shipping charges.

Fifth: Policy Amendments

Promate Iraq Store reserves the full right to amend the warranty, exchange, or return policy at any time without prior notice.