Returns & Refund Policy
Last Updated: 26 October 2026
At National Factory, we are committed to providing products that meet the advertised and agreed-upon specifications.
We aim to resolve any issues related to product quality, manufacturing defects, or incorrect orders.
This policy explains the circumstances under which returns, exchanges, replacements, or refunds may be requested.
1. Ready-Made Products
National Factory does not accept returns or exchanges of non-defective products that conform to their published specifications solely because a customer changes their mind or no longer requires them.
This policy is subject to any rights guaranteed under applicable Jordanian law.
Customers may request assistance in the following circumstances:
Products arrive damaged.
Products contain manufacturing defects.
The customer receives an incorrect product.
Products materially differ from their advertised specifications.
2. Defective Products
If a manufacturing defect or error attributable to National Factory is confirmed, the Factory will bear the costs associated with resolving the issue, including related transportation and delivery expenses.
Depending on the nature of the issue and the agreement with the customer, the resolution may involve replacing affected products, remanufacturing them, or correcting the defect.
Where applicable, customers retain their rights under Jordan's Consumer Protection Law to return defective goods and obtain a refund.
Any alternative arrangement to correct a defect instead of providing a refund will be subject to the conditions and approvals required by applicable law.
3. Custom-Manufactured Products
Custom-manufactured products cannot be returned solely because the customer changes their mind, provided they conform to the approved sample, design, and agreed-upon specifications.
If a manufacturing error occurs or the products differ from approved specifications, National Factory will be responsible for correcting the error at its own expense.
The resolution may involve remanufacturing affected products or correcting the defect in accordance with the agreement with the customer.
This does not limit any mandatory legal rights to refunds or compensation where applicable.
4. How to Request a Return or Report an Issue
Customers may contact National Factory by phone or email and provide the following information:
Order or invoice number.
Customer name and contact number.
A clear description of the issue.
Photographs of the affected products, where available.
Our team will review the request, verify the circumstances, and contact the customer to explain the appropriate resolution.
Failure to provide photographs does not automatically invalidate the customer's legal rights. Product inspection may be requested where necessary.
5. Transportation and Redelivery Costs
National Factory will cover all transportation and delivery costs required to resolve confirmed manufacturing defects or errors for which it is responsible.
Customers will not be charged additional delivery fees to correct mistakes attributable to National Factory.
6. Refund Processing
Where a refund is required under applicable law or an approved agreement, National Factory will coordinate the refund method with the customer, taking into account the original payment method and applicable legal requirements.
7. Contact Us
Phone: +962 77 713 1777
Email: info@nationalf.com
Website: www.nationalf.com