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Personal Data: Application opens
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Personal Data: payment info; Usage Data
Personal Data: various types of Data
Personal Data: various types of Data as specified in the privacy policy of the service
Personal Data: email address; first name; last name; phone number
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noknok Care Policy
Care Policy and Fault Matrix
Definitions
A refund is the process of returning money to a customer after a product is returned, or an order issue occurs. This usually happens when the item is defective, damaged, not as described, or under specific store policies. Example: A customer receives a damaged item and is refunded the purchase amount.
An exchange allows the customer to return a purchased item and replace it with another item—usually of the same value. Exchanges are often allowed for reasons like the wrong size, color, or preference. Example: A customer returns a shirt in size M and receives the same shirt in size L.
Refunds are not offered unless there is an issue with the order. All refund requests will be evaluated on a case-by-case basis. If there is an issue with the order — such as damaged, incorrect (e.g. listing errors), or missing items — the customer should reach out to the Customer Care team within 48 hours.
Return of damaged products is limited to only manufacturing defects and not applicable in case of misuse or failure to follow care instructions.
Customer care will review the request and, depending on the situation, offer an exchange, replacement, or refund.
If the request has been approved due to damage, defects or incorrect item, and the customer does not wish to exchange or receive a new item, we will process the refund of the full order including delivery fees. Refunds will be issued using the same payment method originally used at checkout.
The Warehouse will receive the product and will proceed with its management – if the item is not defected (e.g. Sent wrong item to the customer) the Warehouse Controller will check the condition of the item and put it back on shelf for sale. If the item is damaged the warehouse will proceed with the correct treatment (return to supplier or discard).
Our exchange policy varies depending on the product category. We accept exchanges for items in the following categories:
Please note: Items from the Premium Beauty department as well as bodysuits, underwear, swimwear, are not eligible for exchange due to hygiene and product integrity standards.
The customer has 7 days from the date of delivery to request an exchange. Items must be unused, in their original packaging. Exchange requests for opened or used products will not be accepted. To request an exchange the customer must:
NB: In some cases, when returning a product bought online, the vendor approves the exchange once the item is returned and verified by the warehouse to ensure integrity of the product. In our case we are relying on pictures for approval, putting a lot of trust into customers for the approval process. In case we notice abuse or issues in our suggested policy, we will review the policy and consider the standard practice.
Once approved, the customer may exchange the item with any available item on the platform:
If a customer reports that an electronic device is not working, the Customer Care Agent should first ask a set of basic technical questions (e.g., is the device charged/plugged in, is the power button functioning, has it been connected/paired correctly, etc.) to confirm whether the device is truly defective.
If the device is confirmed to be defective, the Customer Care Agent must inform the Category Manager. The Category Manager’s approval is required before proceeding with a replacement.
Once approved by the Category Manager, the defective item should be replaced with a new one for the customer.
We will send a rider to pick up the old item and replace it with a new one. The delivery will be Free of charge in this case.
Validity Period: This policy applies to defective electronics within 48 hours of the purchase date.
In phase 1 for speed of go live, the process will be offline and manual. We will evaluate the development of a full digital and integrated solution in phase 2, Q1 2026.
In phase 1 we will leverage GMRL capabilities and processes to handle supplier repairs of items under warranty.
Should the customer require a repair under warranty, he/she will be requested to drop off the item at the customer care counter of any Spinneys branch.
Once at the store the customer should have proof of purchase by accessing the digital receipt on the app. The receipt should have product details (Vendor Item number, Model number or External ID).
The process to be followed will be Gray Mackenzie group process for electronics. The GMRL/Electromania team will handle the entire process from receiving to repair to customer update.
NB: We estimate that the percentage of items that require a repair under warranty will be minor - 0.5% of sales (industry benchmark). We will develop a more sophisticated solution with the growth of the category.
In phase 1, we will not have a ready solution for gifting exchange. We are drafting a proposal based on industry best practices (Amazon).
High level overview of potential solution:
The above process requires technical development, approval and coordination with GMRL respective teams.
noknok SAL
Dbayeh Highway, Spinneys HQ Tower, Bloc A, 4th floor
P.O. Box: 90-1532 Jeidet el Metn, Lebanon.
Owner contact email: info@noknok-lebanon.co