FAQ
Frequently Asked Questions - HPG Store
Welcome to HPG Store, your trusted source for genuine and reliable spare parts for refrigeration, air conditioning, and household appliances. Below is a list of frequently asked questions to ensure a smooth and trustworthy shopping experience.
1. Credibility & Security
1.1 Is the store licensed by official authorities in Saudi Arabia?
Yes, our store is legally licensed and operates in compliance with the e-commerce regulations of Saudi Arabia.
1.2 How can I verify the store’s credibility?
You can check our commercial registration and store license through the "Maarouf" platform by the Ministry of Commerce.
1.3 Is online payment secure?
Yes, we use advanced security protocols and encryption technologies to protect your payment data.
1.4 Do you store my credit card details?
No, we do not store any credit card details. All payments are processed through secure and trusted payment gateways.
1.5 How can I report fraud or violations?
If you encounter any credibility or fraud-related issues, you can contact the Saudi Ministry of Commerce via the "Commercial Report" application or their official contact number.
2. Legal Policies & Returns
2.1 What is your privacy policy?
We are committed to protecting our customers' privacy. Your data is collected solely for order processing and improving your experience, and it is never shared with third parties without your consent. For more details, check our Privacy Policy.
2.2 What is the return and exchange policy?
You can return or exchange a product within 7 days of receiving it, provided it is unused and in its original packaging. For more details, check our Return & Exchange Policy.
2.3 Are the products covered by a warranty?
Yes, some products come with a manufacturer’s warranty, with duration and terms specified on the product page.
2.4 How can I file a complaint?
You can contact us via Customer Care, and we will resolve your issue as quickly as possible.
2.5 Is there a legal disclaimer?
Yes, we are not responsible for any damage resulting from the misuse of products. We always recommend referring to the user manual or consulting a qualified technician when needed.
3. Payment & Shipping
3.1 What payment methods are available?
We offer multiple payment options, including:
- Online payment via Mada, Visa, and MasterCard.
- Cash on delivery (available in select areas).
3.2 How long does shipping take?
Orders within Saudi Arabia are shipped within 2-5 business days, depending on your location.
3.3 How can I track my shipment?
Once your order is shipped, we will send you a tracking number via email or SMS.
3.4 What should I do if my order is delayed?
Please get in touch with customer support to check the status of the order.
3.5 Are there additional shipping fees?
Shipping fees depend on the customer's location and the chosen delivery method. The cost will be displayed during checkout.
4. Products & Services
4.1 Are all products genuine?
Yes, all products we offer are 100% genuine, and we ensure the highest quality standards.
4.2 Can I request an item that is out of stock?
Yes, you can contact us, and we will do our best to make it available for you.
4.3 Do you offer installation or maintenance services?
We only provide spare parts, but we can guide you to qualified technicians if needed.
4.4 Are there any warnings or usage guidelines for the products?
Yes, we recommend reading the user manual included with the product or consulting an expert before installation.
5. Accounts & Offers
5.1 Do I need to create an account to complete a purchase?
No, you can place an order as a guest. However, registering provides additional benefits, such as easier order tracking.
5.2 How can I reset my account password?
You can reset your password by selecting the "Forgot Password" option on the login page.
5.3 Do you offer loyalty programs or discounts?
Yes, we have periodic promotions and discounts, which you can access by subscribing to our newsletter.
5.4 Can I modify or cancel my order after placing it?
Yes, you can modify or cancel your order before it is shipped by contacting customer support.
6. Technical Support & Customer Service
6.1 How can I contact customer service?
You can reach us via:
- Phone: [0135933200]
- WhatsApp: [0135933200]
- Email: [[email protected]]
- Live chat on our website.
6.2 What are the customer service hours?
Sunday to Thursday, from 8:00 AM to 6:00 PM.
6.3 What should I do if I receive a damaged or incorrect product?
Please get in touch with us within 48 hours of receiving the order, and we will resolve the issue immediately.
6.4 Can I inquire about a product before purchasing it?
Yes, you can contact our support team, and we will help you choose the right product.