Warranty Policy

This policy defines the terms and conditions under which Dabouq Company For Trading, operating under the ADAPTIV brand (“ADAPTIV”), warrants its manufactured products and systems.

It establishes the scope of coverage, the claim process, and the exclusions applicable to all products supplied to ADAPTIV clients within the Kingdom of Saudi Arabia and abroad.

This policy applies to all products manufactured and supplied by ADAPTIV, including rack systems, flow racks, workstations, assembly lines, trolleys, whiteboards, Karakuri systems, pipe & joint systems, casters, and aluminium profile structures, whether supplied as standard products or engineered-to-order solutions.

ADAPTIV warrants that all products supplied shall be free from defects in material and workmanship under normal use and service for a period of twelve (12) months from the date of delivery, as evidenced by the signed delivery note or handover certificate.

Where installation is performed by ADAPTIV, the warranty period commences from the date of installation sign-off.

During the warranty period, ADAPTIV will, at its sole discretion, repair or replace any product or component found to be defective, free of charge, including labour where the defect is confirmed to be attributable to ADAPTIV’s materials or workmanship.

* Bought-out components (e.g., casters, hardware) carry the original manufacturer’s warranty, administered by ADAPTIV on the client’s behalf, up to a maximum of 12 months.

• Structural failure of welded or bolted frames under rated load conditions.
• Defects in materials, including steel members, aluminium profiles, and coated surfaces (premature coating failure not caused by impact or chemical exposure).
• Workmanship defects in fabrication, welding, assembly, and finishing.
• Failure of Karakuri mechanisms and pipe & joint connections under normal, rated operation.
• Manufacturing defects in bought-out components, handled through the original manufacturer’s warranty.

This warranty does not cover:

• Damage resulting from misuse, overloading beyond the rated capacity, impact, negligence, or accidents.
• Unauthorized modifications, repairs, or alterations performed by parties other than ADAPTIV.
• Normal wear and tear, including caster wheel wear, surface scratches, and cosmetic deterioration.
• Damage caused by improper storage, exposure to corrosive environments, chemicals, or outdoor use of products designed for indoor application.
• Damage arising during transportation or installation where such activities were not performed by ADAPTIV.
• Consumable items and parts subject to routine replacement.
• Failures caused by failure to follow ADAPTIV’s operating, loading, or maintenance instructions.

To raise a warranty claim, the client shall follow the steps below:

1. Step 1 – Notification

   Notify ADAPTIV in writing within seven (7) days of discovering the defect, referencing the delivery note, invoice, or purchase order number.

2. Step 2 – Evidence

   Provide photographs, a description of the defect, and the conditions of use.

3. Step 3 – Assessment

   ADAPTIV will assess the claim within five (5) working days and may conduct a site inspection where required.

4. Step 4 – Resolution

   Upon confirmation of a valid claim, ADAPTIV will repair or replace the defective item within a mutually agreed timeframe.

Warranty claims shall be submitted to ADAPTIV’s Production & Business Development department through the client’s designated account contact or ADAPTIV’s official communication channels.

ADAPTIV’s liability under this warranty is limited to the repair or replacement of the defective product or component.

ADAPTIV shall not be liable for any indirect, incidental, or consequential losses, including loss of production, loss of profit, or downtime costs.

Repair or replacement under this warranty does not extend the original warranty period.

• The product must have been used in accordance with its intended purpose and rated capacity.
• All payments due to ADAPTIV for the supplied products must be settled in accordance with the agreed commercial terms.
• The warranty is valid for the original purchaser and is non-transferable unless agreed in writing.

This policy is issued under ADAPTIV’s Quality Management System and is aligned with the requirements of ISO 9001. It supersedes all prior warranty statements.

Any deviation from this policy requires the written approval of ADAPTIV management and, where applicable, shall be recorded in the relevant contract or quotation.