General Provisions

This Complaint Handling Policy (hereinafter the “Procedure”) of  Zarami Company Limited (hereinafter the “Company”) outlines the process for submitting, registering, and examining customer claims (grievances) related to the services or goods provided by the Company and/or contracts concluded with customers. It also details the Company’s responses and decisions on these claims (grievances).

The purpose of this Procedure is to manage customer claims fairly, efficiently, and appropriately.

Definitions

**Answer/Reply**: A written response to the questions and/or requirements raised by the applicant.

**Exceptional Case**: An atypical situation between the Company and its goods or services and/or the Contracting Party to the Company’s contracts that requires additional documents and/or explanations for objective investigation.

**Customer**: A natural or legal person to whom the Company provides goods or services.

**Applicant**: The complainant regarding the goods or services provided by the Company and/or the contract concluded with the Company, including existing or potential customers or their representatives.

**Claim (Complaint)**: A written communication from the applicant indicating that their rights or legitimate interests related to the Company’s services or contracts have been infringed, along with the applicant’s requirements.

**Claim (grievances) Registration Log**: A computer-based system for recording incoming customer claims (grievances).

**Claim (grievances) Management Process**: The actions taken by the Company’s employees in handling, registering, and examining claims (grievances), and informing the applicant. This process is separate from litigation management.

Scope

This Procedure does not apply if:

  1. The Company is not responsible for the activities specified by the applicant in their claim (complaint).
  2. The Company is not associated with the goods or services provided to the customer.

Claims (grievances) concerning the Company’s agents are investigated by the Company, ensuring compliance with this Procedure.

Submission of Claims (grievances)

Customers can submit claims (grievances) via email to hello@Zarami.com. Claims (grievances) may be submitted in person by the customer or through a representative with verified authority under KSA law.

When submitting a claim (complaint), the applicant must specify:

  1. Full name/company name
  2. Address
  3. Date of filing the claim (complaint)
  4. Substance of the claim (complaint), including the rights or interests violated
  5. Requirements against the Company
  6. Relevant documents related to the claim (complaint), if necessary
  7. Contact phone number and/or email

If any required details are missing, the Company may request the applicant to supplement the information within 24 hours of the initial submission.

If the claim (complaint) is filed by a representative, it must be accompanied by documents confirming identity and proof of representation, including details of both the customer and the representative.

Claims (grievances) containing defamatory, insulting content, or inciting strife, coercion, and discrimination are not dealt with.

Examination of Claims (grievances)

Incoming claims are recorded in a Claim (Complaint) Logbook, which includes:

  1. Applicant’s name or business name
  2. Applicant’s address
  3. Date and method of receipt of the claim (complaint)
  4. Brief content of the claim (complaint)
  5. Company services or products complained about
  6. Date of reply to the applicant
  7. Final outcome of the investigation (decision)

The Company will not accept, register, or deal with claims (grievances) if:

  1. They are submitted more than two calendar days after delivery of products or services.
  2. They contain incomplete, illegible, or incomprehensible information.
  3. The defects of goods or services are negligible (less than 1% of the total quantity).
  4. Clear video proof of damages during pallet opening is not provided.
  5. Clear photos of the damaged products are not attached.
  6. The complaint does not indicate product damage upon arrival.

Claims (grievances) are examined under KSA law and are processed in English.

The applicant will receive a reply within 7 business days of receipt and registration of the claim (complaint), unless further documents or information are required. The time limit starts upon submission of additional required documents/information.

In exceptional cases, where a claim (complaint) cannot be addressed within the specified time, the Company will inform the applicant of the delay, explaining the circumstances. The time limit may not exceed 21 business days.

Claims (grievances) related to payment services, fraud, or issues causing serious harm to the customer are prioritized for prompt response.

If a claim (complaint) is not met in full or part, the Company will provide grounds for rejection and inform the applicant of other remedies.

Decisions are communicated via email, unless another method is requested. If sent to the provided address, the decision is considered received on the next business day.

Repeated claims (grievances) are not investigated unless they present new circumstances.

Final Provisions

If the claim (complaint) meets the relevant conditions and the Company’s fault is proven, the Company will take responsibility for a refund and product return.

Applicants unsatisfied with the evaluation of their claim (complaint) can refer the matter to the competent court in the Kingdom of Saudi Arabia.