Refund policy

Return & Refund Policy

This Return & Refund Policy governs all services, consultations, and product purchases made through Logemate, including but not limited to logistics consulting, infrastructure development, operational optimization, and material and tool purchases via our Smart Procurement platform.

By engaging with our services or purchasing through our website, you agree to the terms outlined below.

1. General Overview

Logemate operates both as a logistics consulting firm and a provider of physical materials and tools through our Smart Procurement platform. Due to the nature of our offerings—customized services and business-to-business (B2B) transactions, our return and refund practices vary depending on the type of service or product involved.

2. Consulting & Professional Services

All logistics strategy, consultation, infrastructure planning, technology integration, audits, and advisory services are non-refundable once initiated or delivered, given the personalized and knowledge-based nature of the work.

Refund Eligibility:

A refund may be granted under the following conditions:

  • The service was purchased but not initiated or scheduled.

  • A duplicate or erroneous payment was made.

  • Logemate cancels the engagement before the project begins.

  • Deliverables materially deviate from the service agreement and cannot be remedied.

Requests must be submitted in writing to info@logemate.com within 7 days of the qualifying incident.

3. Smart Procurement (Materials & Tools)

Our Smart Procurement service provides clients with access to materials, tools, and equipment at competitive prices with fast delivery. These transactions fall under a commercial B2B model.

A. Customized/Non-Returnable Products

Some materials are made-to-order or customized based on client specifications (e.g., branded packaging, cut-to-size materials, engineered components). As these are manufactured specifically per request:

  • All customized or special-order items are non-returnable and non-refundable.

  • Orders for such items cannot be cancelled once processing has begun.

Clear product classification (custom vs. standard) will be provided at the time of quotation or checkout.

B. Standard (Non-Custom) Products

You may request a return or exchange of standard, non-customized products within 5 business days of delivery, provided that:

  • Items are unused, in original packaging, and in resalable condition.

  • You notify us in writing at info@logemate.com with order details and reason for return.

  • Return shipping costs are borne by the customer unless the return is due to a Logemate error (e.g., incorrect item delivered, damaged item).

Approved returns will be inspected upon receipt. If the item passes quality checks, a refund or store credit will be issued within 7 business days.

4. Damaged or Defective Items

If you receive a damaged or defective item, please notify us within 24 hours of delivery by emailing info@logemate.com with supporting photos and order reference. We will either:

  • Replace the product at no additional cost, or

  • Issue a refund or credit, depending on the situation.

We reserve the right to inspect and verify claims before issuing any replacements or refunds.

5. Refund Method & Timing

Approved refunds will be processed within 14 business days and returned to the original payment method or credited to the client’s Logemate account, depending on your preference and payment channel used.

6. Non-Refundable Items & Conditions

  • Services once started or delivered.

  • Customized or special-order items.

  • Delayed deliveries caused by client-side issues (e.g., inaccessible location, wrong address).

  • Consumables or perishable tools where hygiene or shelf-life is a concern.

7. Governing Law

This policy shall be governed by the laws of the Kingdom of Saudi Arabia, and any disputes shall be resolved under the exclusive jurisdiction of the courts in Riyadh.

8. Contact Information

If you have any questions or need to initiate a return or refund request, please contact:

Logemate
Riyadh, Kingdom of Saudi Arabia
Email: info@logemate.com