Purchase, Exchange & Return Policy

Products may be purchased through the following process:

• •Enquiry: Submit a product enquiry through the Website's enquiry/contact form, WhatsApp/phone, email, or by visiting an Ahlada showroom.
• •Consultation & Site Requirements: Our sales team or authorised distributor/dealer will discuss your requirements — product type, dimensions, finish, quantity, and site conditions — and may request measurements, drawings or a site visit.
• •Quotation: A formal quotation is issued, specifying product specifications, pricing, applicable taxes, estimated lead time, payment terms and delivery/installation scope.
• •Order Confirmation: The order is confirmed on receipt of your written acceptance of the quotation and payment of the applicable advance/booking amount, as set out in the quotation or a formal Sale/Work Order.
• •Manufacturing & Quality Check: Products are manufactured or customised to the confirmed specifications and undergo Ahlada's internal quality checks before dispatch.
• •Delivery & Installation: Products are delivered to the agreed site and, where installation is part of the order, installed by Ahlada personnel or an authorised distributor/dealer/installation partner.
• •Handover: A handover/completion note is signed by the customer (or authorised representative) confirming receipt and acceptance of the goods and, where applicable, installation.

Payment terms (advance, milestone and balance payments) are as specified in the quotation or Sale/Work Order for each transaction, since these vary by product, order size and customer category (retail/individual, dealer, or institutional/project client).

Prices displayed on the Website are indicative and subject to confirmation at the time of quotation; they may change without prior notice, per Clause 1.5.

All applicable taxes (GST, etc.) are charged in addition to the quoted price unless stated as inclusive.

Delivery timelines are communicated at the time of order confirmation and may vary by product, customisation, quantity and location.

Delivery dates provided are estimates. Ahlada will make reasonable efforts to meet them but shall not be liable for delays caused by circumstances beyond its reasonable control (including force majeure events, transporter delays, site-readiness issues, or delays in customer approvals).

Risk in the goods passes to the customer on delivery to the agreed site, or on handover, whichever is specified in the order documentation.

Orders may be cancelled before manufacturing/customisation has commenced, subject to any cancellation terms noted in the quotation or Sale/Work Order.

Once manufacturing or customisation of an order has commenced, cancellation may not be possible, or may be subject to deduction of costs already incurred (materials, labour, customisation work), as communicated by the sales team at the time of the cancellation request.

Advance/booking amounts may be non-refundable in whole or in part once production has started, as specified in the order documentation.

Because Ahlada's doors, windows, ventilators and other products are typically manufactured or finished to the customer's specific dimensions, design and site requirements, and are often installed at the customer's site, general "change of mind" returns are not offered once an order has been confirmed and manufacturing has commenced. The following applies:

(a) Damaged or Defective Goods on Delivery

• •Please inspect goods at the time of delivery/installation and note any visible transit damage, defect or shortfall on the delivery/handover document before signing.
• •Any damage, defect, or discrepancy from the confirmed order specification must be reported to Ahlada's customer service or the dealer through whom the order was placed within 48 hours of delivery, with photographs and the order/invoice reference.
• •Verified transit damage or manufacturing defects reported within this window will be addressed by repair, replacement of the affected part/unit, or another remedy at Ahlada's discretion, at no additional cost to the customer.

(b) Manufacturing Warranty

• •Products are covered by Ahlada's applicable product warranty against manufacturing defects in material and workmanship, for the warranty period and on the terms stated in the product warranty card/quotation issued at the time of sale.
• •The warranty does not cover damage from misuse, improper installation by unauthorised third parties, normal wear and tear, exposure to conditions outside product specifications, or unauthorised alteration/repair.
• •To raise a warranty claim, contact Ahlada customer service or your dealer with the invoice/order reference, product details, and a description (with photographs) of the issue.

(c) Order Errors

• •If goods delivered do not match the confirmed order specification (wrong dimensions, finish, or product) due to an error attributable to Ahlada, the Company will correct the order — by rework, replacement, or an agreed alternative — at no additional cost.
• •If the discrepancy results from incorrect information, measurements or approvals provided by the customer, any correction will be treated as a fresh work order and charged accordingly.

(d) Non-Returnable Situations

• •Custom-manufactured or made-to-size products, once correctly produced to the confirmed order specification, cannot be returned for a refund.
• •Goods that have been installed, altered, or used cannot be returned, except where a valid warranty claim applies.