Technical Support Scope

Rokon Baghdad’s technical support policy includes assistance related to products purchased from the website or branches, according to approved terms and policies.

• Responding to customer inquiries related to products before and after purchase.
• Helping customers follow up on order or delivery status.
• Guiding customers regarding product issues or initial operating problems.
• Following up on warranty and maintenance requests with the relevant parties or authorized agent when needed.
• Clarifying exchange, return, warranty, and payment policies according to each case.

Contact Process & Support Requests

Customers can request technical support through the approved Rokon Baghdad contact channels.

• Contact customer service or the approved WhatsApp number.
• Provide the support team with the order number or invoice when available.
• Explain the issue clearly, with photos or videos if needed.
• Keep the product, accessories, and original packaging until the case is reviewed.
• Visit one of Rokon Baghdad branches if requested by the support team.

Information Recommended Before Contacting Us

• Customer name and phone number.
• Order number or invoice image.
• Product name and model, if available.
• A clear description of the issue.
• Photos or videos showing the issue, if possible.

Maintenance & Warranty

Warranty duration and terms vary depending on the product type, brand, and authorized agent or distributor.

• The warranty covers manufacturing defects according to the agent or supplier terms.
• Warranty approval may require the purchase invoice or proof of order.
• Products are subject to inspection before determining the appropriate action, whether maintenance, replacement, or warranty rejection.
• The customer may be directed to the authorized service center depending on the product type and warranty policy.
• Maintenance duration depends on the nature of the issue, spare parts availability, and service center procedures.

Customer Responsibilities

To ensure faster support processing, the customer must provide accurate information and preserve the product and its accessories.

• Provide accurate information when requesting support, including phone number, address, and order number.
• Do not open the product or attempt repair through an unauthorized party before contacting support.
• Keep the invoice or proof of purchase when requesting maintenance or warranty service.
• Submit the product with all required accessories for inspection or maintenance.
• Follow the product usage, installation, and operating instructions.

Important Notes

If the issue is caused by incorrect installation or use contrary to instructions, it may not be covered by warranty or free support.

Service & Support Limits

The Rokon Baghdad team works to provide the best possible support, while noting that some cases are subject to the policies of the agent or manufacturer.

• Rokon Baghdad is not responsible for issues caused by misuse, negligence, or external conditions.
• Technical support does not guarantee immediate resolution if the case requires inspection, spare parts, or agent review.
• Processing time may vary depending on the product, issue type, and service center.
• The service does not include installation, wiring, or additional electrical work unless stated in the offer or product details.
• Rokon Baghdad has the right to update the technical support policy when needed to improve service quality.