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Digital Codes Exchange and Refund Policy

At Dar Al Jadawel, we are committed to providing our customers with the highest level of service. The following policy sets out the terms and conditions governing exchanges and refunds for digital products, taking into consideration the nature of digital codes, the way they are delivered, and how they are activated and used.

1. Scope of the Policy

This policy applies to all digital codes and digital products purchased through Dar Al Jadawel Store, including e-book codes, educational platform access codes, and digital licenses.

2. Refunds

Because digital codes are delivered electronically and may be used immediately upon receipt, digital products are non-refundable once the code has been delivered to the customer, provided that the code is valid and functional.

An exception may apply where it is verified that the code is defective, invalid, or otherwise unusable, subject to verification of the code’s status.

3. Exchanges

Customers may request a replacement code in the following circumstances:

  • The code is defective or cannot be activated, following verification of its status.
  • The customer receives a code for a product or level different from the one purchased.
  • The store has made an error in relation to the product or code delivered to the customer.

A replacement code will be issued only after the order details and code status have been reviewed and the customer’s eligibility for replacement has been confirmed.

4. Codes Showing as “Used” or “Previously Activated”

If a message appears indicating that the code has already been “used” or “previously activated,” the customer must contact Customer Service and provide a clear screenshot of the error message or relevant details of the issue.

The code status will be investigated and, where necessary, the publisher or platform provider may be contacted to verify the code history and determine the appropriate course of action.

Please note that an error message during activation does not, by itself, confirm that the code is invalid. The issue may be related to the activation method, the account being used, or the educational platform itself.

5. After Code Activation

Once a code has been successfully activated and linked to the customer’s account, or has been used to access digital content, the product cannot be refunded or exchanged.

At that point, the digital product is considered to have been used and becomes associated with the account on which it was activated.

6. Customer Responsibilities

The customer is responsible for:

  • Ensuring that the correct book or level is selected before completing the purchase.
  • Entering and activating the code using the correct account.
  • Not sharing the code with any other person.
  • Keeping the code confidential and secure after receiving it.
  • Following the activation and usage instructions provided by the publisher or educational platform.

Dar Al Jadawel shall not be responsible for any code that is lost, shared, disclosed, or used by another party after it has been delivered to the customer.

7. Activation Issues

If the customer experiences any issue while activating a code, they are advised not to make repeated activation attempts or share the code with anyone else.

The customer should contact Customer Service, provide details of the issue, and attach a screenshot of the error message, if available.

Our support team will investigate the issue and assist the customer in completing the activation process. Where necessary, the case may be escalated to the relevant publisher or platform provider.

8. Processing Time for Exchange Requests

Exchange requests are processed after the order details and code status have been verified.

In some cases, it may be necessary to contact the publisher or platform provider to confirm the status of the code. As a result, processing times may vary depending on the nature of the issue.

9. Cases Not Eligible for Exchange or Refund

Exchange or refund requests will not be accepted in the following circumstances:

  • The code has been successfully used or activated.
  • The customer enters or activates the code using an incorrect account.
  • The customer shares the code with another person after receiving it.
  • The code is lost after it has been delivered to the customer.
  • The customer changes their mind after receiving the code, provided that the code is valid and unused.
  • The customer purchases an incorrect or unsuitable product or level as a result of their own selection, unless the error was caused by the store.

10. Proof of Purchase

Customers must provide the relevant order number or any other information required to verify the purchase when requesting an exchange or reporting an issue with a digital code.

11. General Provisions

Dar Al Jadawel Publishing and Distribution reserves the right to verify the status of any digital code with the relevant publisher or service provider before approving any exchange or refund request.

All digital codes sold through the store are genuine and are supplied in accordance with the terms and conditions of the relevant publisher or platform provider.

By completing the purchase of a digital product, the customer acknowledges that they have read, understood, and agreed to this Digital Codes Exchange and Refund Policy.