Support Policy 

Last Updated: October 6, 2025

Effective in the State of Kuwait

1. Overview

This Support Policy describes how Diwas Online Kuwait (STAR ALFA Co.) provides after-sales support, service, and technical assistance for products purchased through our website, showroom, or authorized resellers in Kuwait.

Our goal is to ensure customer satisfaction while maintaining fair, transparent, and efficient support operations.

2. Eligibility for Support

Support is available for:

• Products purchased directly from Diwas Online Kuwait (online or in-store).

• Products with valid proof of purchase (invoice, receipt, or online order number).

• Products within the warranty period as specified on the product page or invoice.

We do not provide support for:

• Products purchased from unauthorised or third-party sellers.

• Items that have been physically damaged, tampered with, or modified by the customer.

• Items that have exceeded the warranty period.

3. Support Channels

Customers can reach our support team through any of the following:

? Phone: +965 22611073

? WhatsApp: +965 9444 8497

✉️ Email: [email protected]

? Showroom: STAR ALFA Co. – Beirut Street, Hawalli, Kuwait

Support Hours:

? 9:00 AM to 10:00 PM (Working Days)

4. Types of Support

We provide the following types of assistance:

A. Product Support

• Basic troubleshooting and setup assistance.

• Software or firmware updates where applicable.

• Warranty repair or replacement coordination (if eligible).

B. beIN / Subscription Support

• Assistance with beIN Sports activation, renewal, and pairing.

• Remote guidance for receiver or smart card setup.

• Account verification or troubleshooting.

C. Technical Site Visit (Optional Service)

• For certain products, customers may request a technician visit.

• Service charges may apply depending on location and issue.

• Appointments are subject to technician availability.

5. Warranty & Repair Terms

• Warranty coverage is as per the manufacturer’s policy or local distributor terms.

• Items will be inspected before any repair or replacement.

• Replacement is provided only if the product is non-repairable and within warranty.

• Customers must bring or ship items in proper packaging to avoid transit damage.

• Warranty does not cover misuse, accidental damage, power issues, or third-party tampering.

6. Service Timeline

We strive to resolve all support requests within:

• 24 hours for general inquiries

• 2–5 business days for product repairs or replacements (depending on stock availability)

If a replacement item is not available, we may issue a store credit or exchange for another product of equal value.

7. Out-of-Warranty Service

If your product is out of warranty, you may still request paid repair service (if parts are available).

Charges will be communicated before any repair begins.

8. Customer Responsibilities

Customers are responsible for:

• Providing accurate contact and product details.

• Retaining proof of purchase.

• Ensuring the product is returned in safe, undamaged condition for inspection.

• Following our guidance during troubleshooting.

9. Limitations of Support

Support does not include:

• Training on product usage beyond standard setup.

• Network configuration or non-product-related technical issues.

• Third-party software or app support.

We reserve the right to refuse or limit support for misuse or repeated false claims.

10. Contact & Escalation

If your issue is not resolved within the expected timeframe, you may escalate your request by emailing:

? [email protected] (priority handling)

For unresolved disputes, customers may contact the Consumer Protection Department – Ministry of Commerce & Industry, Kuwait.

11. Policy Updates

We may update this Support Policy to improve our service procedures.

The latest version will always be available at www.diwas.online/support-policy.

Changes take effect immediately upon posting.

12. Contact Information

Company Name: STAR ALFA Co. – Electrical & Electronic Appliances

Brand: Diwas Online Kuwait

Address: Beirut Street, Hawalli, Kuwait

Phone: +965 22611073

WhatsApp: +965 9444 8497

Email: [email protected]

Working Hours: 9:00 AM – 10:00 PM 

© 2025 STAR ALFA Co. – Diwas Online Kuwait | All Rights Reserved