Steps to submit and follow up a complaint
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1
Contact us via WhatsApp, email or phone listed in Contact Us.
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2
Provide the order or invoice number if available, a description of the issue and desired outcome, and useful attachments without passwords, codes or unnecessary financial data.
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3
If you lost the invoice number, provide what helps us locate and verify the purchase.
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4
We give you a follow-up reference and clarify required documents, inspection and handling status.
Response and handling timelines
| Request type | Duration and start |
|---|---|
| General complaint | Written response within 14 business days maximum from complaint submission |
| Personal data request | Response within 7 business days per privacy policy |
| Amount accepted for refund | 3–5 business days per the starting point defined in payment or return policy |
If the complaint needs a longer process, we explain the reason, steps and expected date. The response deadline does not justify bypassing a right or a faster handling deadline.
Response priority for some members does not block service to others, nor does it guarantee instant response outside business hours.
Objection and escalation
You may request a review of the outcome by the responsible officer stating the objection reason. Facts and documents are reviewed and the decision is explained.
Handling does not require waiving your right, prevent recourse to competent administrative or judicial authorities in Yemen, or stop statutory claim deadlines.
Warranty and service claims
We coordinate a device purchased on the site with Almazen Care when needed, and clarify the follow-up method and necessary referral data.
Club membership is not required, and an order or financial claim does not lose its reference because of a different executing party.