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return-policy

Return & Refund Policy

Last Updated: April 1, 2026

At Golden Crown Company (Alltaj.com), we provide specialized industrial embroidery machinery and professional software. Due to the technical nature of these products, our return policy is strictly governed by the following terms.

1. Digital Products (Wilcom Software)

In accordance with international digital commerce standards and Jordanian electronic trade practices:

  • No Returns/Refunds: Once a digital activation key or download link for Wilcom Software has been sent to the customer’s email, the product is deemed "used" and is non-returnable and non-refundable.

  • Technical Issues: If you experience difficulty activating the software, our team will provide technical support. Refunds are only considered if the software is proven to be functionally defective and cannot be resolved by Wilcom’s global support team.

2. Industrial Machinery (Wonyo & Hardware)

Because embroidery machines are high-value industrial equipment that requires specialized shipping and calibration:

  • Custom Orders: Machines ordered under specific deals, offers, or custom configurations are non-returnable once the shipping process from the manufacturer has commenced.

  • Change of Mind: We do not accept returns based on "change of mind" or "no longer needing the equipment" after the purchase agreement is signed and the deposit is paid.

  • Restocking Fee: In exceptional cases where a return is authorized by management, a restocking fee of 25% to 40% of the total purchase price will apply to cover shipping, handling, and depreciation.

3. Damaged or Defective Items

We stand by the quality of our machines. If a product arrives damaged:

  • Reporting: Any physical damage caused during transit must be reported within 48 hours of delivery to moetaj14@gmail.com with photographic evidence.

  • Repair First Policy: Under our industrial warranty, Alltaj.com reserves the right to repair or replace defective parts first. A full return/refund will only be issued if the machine is found to be unrepairable by our technical team.

  • Shipping Costs: The customer is responsible for shipping costs associated with returning a machine for inspection unless the defect is confirmed to be a factory fault.

4. Cancellation of Orders

  • Before Shipping: If you wish to cancel an order before it has been dispatched from the warehouse/factory, a cancellation fee may still apply if specialized parts were already prepared or if bank/transaction fees were incurred.

  • During Transit: Orders cannot be canceled while the goods are in transit (especially during the 90-day+ window caused by external conditions mentioned in our Shipping Policy).

5. Refund Process

  • Method: Approved refunds will be processed via the original method of payment or bank transfer.

  • Timeline: Please allow 14 to 30 business days for the refund to reflect in your account, depending on bank processing times in Jordan.

6. Warranty vs. Returns

Please note that a Return is different from a Warranty claim. Most of our machines come with a specific warranty period. During the warranty period, we will provide parts and technical support, but this does not entitle the customer to a full refund of the purchase price.

7. Contact Information

For all return inquiries or to report a defective product, please contact us at: