Refund policy

Return, Exchange & Refund Policy

Abdullah Hashim Industrial Gases & Equipment Co. Ltd. – AHG Group

Last Updated: September 2026

Abdullah Hashim Industrial Gases & Equipment Co. Ltd. ("AHG") is committed to providing high-quality products and a clear and reliable customer experience in accordance with the applicable laws and regulations of the Kingdom of Saudi Arabia.

This policy applies to products purchased through the AHG online store, taking into account the nature of each product and any applicable legal, technical, safety, or regulatory requirements.

1. Right to Return

In accordance with the Saudi E-Commerce Law and its Implementing Regulations, where the right to rescind the contract applies, the consumer may request a return within 7 days from the date of receipt of the product, provided that the product has not been used or benefited from.

Where legally applicable, the returned product must:

  • Remain in its original condition as received.

  • Be unused and unoperated.

  • Not have been installed, connected, filled, or used in a manner that affects its condition or ability to be resold.

  • Not have been damaged, modified, or tampered with as a result of the customer's use or handling.

  • Include the original accessories, manuals, safety seals, and packaging, where applicable.

  • Be accompanied by the original invoice or proof of purchase.

Nothing in this policy is intended to limit any statutory consumer rights or applicable statutory or contractual warranties.

2. Return Request

To submit a return request, please contact AHG at:

Email: info@ahg.com.sa

The request should include:

  • Order or invoice number.

  • Product name.

  • Reason for the return.

  • Product photographs, where required.

  • Any additional information reasonably required by AHG to assess the request.

Customers must obtain AHG's return approval and instructions before sending a product back.

AHG will not be responsible for products sent to an unauthorized address or returned without following the return instructions provided to the customer.

3. Damaged, Defective or Incorrect Products

If the customer receives a product that is:

  • Damaged upon delivery.

  • Affected by a manufacturing defect.

  • Incorrect or different from the product ordered.

  • Not in accordance with the agreed specifications.

The customer should contact AHG as soon as possible and preferably within 48 hours of delivery, providing clear photographs and relevant order details.

The 48-hour notification period is intended to facilitate prompt assessment and processing and does not constitute a waiver of any statutory consumer rights relating to defects or non-conformity.

Following assessment, AHG will take the appropriate action in accordance with applicable laws and regulations, which may include:

  • Product replacement.

  • Repair, where appropriate.

  • Refund.

  • Another appropriate resolution depending on the circumstances.

4. Cases Where the Right to Rescind Does Not Apply

The consumer's right to rescind the contract does not apply in cases excluded under the Saudi E-Commerce Law and its Implementing Regulations.

These may include, where the applicable legal conditions are met:

  • Products manufactured at the consumer's request or according to specifications provided by the consumer, except where the product is defective or does not conform to the agreed specifications.

  • Products that cannot be resold for health-related reasons.

  • Products consisting of multiple integrated components or products that cannot be returned to their original condition.

  • Products where the defect resulted from the consumer's improper handling.

  • Other cases specified under the Saudi E-Commerce Law and its Implementing Regulations based on the nature of the product or service.

Additional restrictions may apply to specific products where required by applicable laws, regulations, safety requirements, or the nature of the product.

5. Industrial Products, Gases and Equipment

Due to the technical and industrial nature of certain AHG products, some products may be subject to specific safety, storage, transportation, or usage requirements.

Accordingly, products that have been:

  • Operated or used.

  • Installed or connected.

  • Filled or charged with gas.

  • Modified or altered.

  • Had their safety seals removed or broken.

  • Handled in a manner that prevents the product from being safely resold or reused.

may not be eligible for return where the product cannot be restored to its original condition or where a statutory exception applies.

Each case will be assessed based on the nature of the product and the applicable legal, technical, and safety requirements.

6. Exchange Policy

Customers may request an exchange within 7 days from the date of receipt of the product, provided that the product is eligible for exchange and:

  • Is unused.

  • Remains in its original condition.

  • Has not been installed, operated, or connected.

  • Has not been damaged, modified, or tampered with.

  • Includes the original accessories and packaging, where applicable.

  • Is accompanied by the original invoice or proof of purchase.

All exchanges are subject to product inspection and availability.

If the replacement product has a higher price, the customer may be required to pay the difference.

If the replacement product has a lower price, the price difference will be handled in accordance with AHG's applicable refund process.

The exchange policy does not apply to products that cannot legally or technically be returned or exchanged, unless the customer has another statutory right arising from a defect or non-conformity.

7. Return and Shipping Costs

Where a consumer exercises the statutory right to rescind a contract, the consumer shall bear the costs resulting from the rescission unless otherwise agreed or where the return is due to AHG's error, such as an incorrect, damaged, or non-conforming product.

Where the return or exchange is due to a defect or error attributable to AHG, the company will handle the applicable return or shipping costs in accordance with the circumstances and applicable laws.

8. Refunds

Once the returned product has been received and inspected, the customer will be notified of the outcome of the return request.

Where a refund is approved, the eligible amount will be refunded to the original payment method in accordance with applicable laws and regulations.

The time required for the refunded amount to appear in the customer's account may vary depending on the customer's bank or payment provider.

AHG shall not be responsible for delays caused by the customer's bank or payment provider after the refund has been processed by AHG.

9. Delivery Delays

AHG will deliver products within the delivery period or on the delivery date communicated to the customer at the time of purchase.

If AHG fails to deliver or perform the contract for more than 15 days from the date of entering into the contract or beyond the agreed delivery date, the consumer may rescind the contract and receive a refund of the amounts paid, unless the delay is caused by force majeure or another applicable statutory exception.

Where AHG becomes aware of an expected delay or difficulty that may materially affect delivery or performance, the customer will be notified in accordance with applicable requirements.

10. Contact and Complaints

For inquiries, return or exchange requests, or complaints, please contact AHG at:

Email: info@ahg.com.sa

Please include the order or invoice number in all communications relating to an order.

AHG will review and process requests and complaints in accordance with its internal procedures and stated response times, without prejudice to the consumer's statutory rights.

11. General Provisions

  • This policy is governed by the laws and regulations applicable in the Kingdom of Saudi Arabia.

  • If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement shall prevail.

  • This policy does not limit any statutory or contractual warranty rights available to the consumer.

  • AHG reserves the right to update this policy to reflect changes in applicable laws, regulations, or product requirements. Any update will be applied in accordance with the applicable laws and regulations.

Abdullah Hashim Industrial Gases & Equipment Co. Ltd. – AHG Group

Email: info@ahg.com.sa