Warranty & Service

Warranty coverage

This policy applies to products stated to carry a warranty on the product page or purchase invoice, in accordance with the laws and regulations applicable in Saudi Arabia.

Warranty period

Products covered by warranty have a warranty period of two years from the date of purchase, unless the manufacturer or authorised agent provides a longer period.

What the warranty covers

The warranty covers manufacturing faults and defects arising during normal use within the warranty period.

A claim of a manufacturing fault is not conclusive proof of the fault. The authorised agent or service centre’s technical inspection determines the cause and whether the fault is covered.

Requesting warranty service

To request warranty service, the customer must:

Provide the order number or purchase invoice.
Contact the warranty provider or authorised service centre when its details are supplied.
Deliver or send the product as agreed with the warranty provider.
Provide the information needed for inspection.
Keep the tracking number and proof of delivery when sending the product by a courier.

The store supplies the invoice and the warranty-provider details available to it. Inspection, servicing and technical decisions are handled by the authorised agent or service centre.

Technical inspection

The authorised service provider inspects the product to determine the cause of the fault.

Repair, replacement or any other action due is determined by the inspection result, warranty terms and applicable regulations.

The store is not required to approve replacement or return for a fault before technical inspection has been completed and the cause established.

Exclusions

The warranty does not cover faults or damage caused by:

Misuse or neglect.
Breakage, dropping or impact.
Exposure to water, moisture or liquids in a manner inappropriate for the product.
Tampering with, opening or modifying the product by an unauthorised party.
Repair or attempted repair by an unauthorised party where this caused the fault.
Incorrect installation or connection.
An unsuitable power supply or voltage.
Burning or damage caused by external factors or fluctuations in electrical supply, where these are established as the cause.
Use contrary to the manufacturer’s instructions.
Normal wear of parts affected by use, where it is not caused by a manufacturing defect.

Shipping and transport for warranty service

Coordinate with the warranty provider or service centre before sending the product.

Responsibility and costs for transporting or shipping the product are determined by the warranty case, the agent’s policy and the applicable regulations in Saudi Arabia.

The store is not responsible for loss or damage involving a shipment the customer sends independently without following the courier’s or service provider’s instructions, without prejudice to the customer’s statutory rights.

Sending a product for service

Pack the product safely and appropriately, preferably using its original packaging when available.

Do not send accessories that are not needed for inspection unless the service centre requests them.

The customer is responsible for removing personal belongings and personal data from the product before handing it over for service, where possible.

Replacement or refund

A product fault does not automatically entitle the customer to replacement or a refund.

The appropriate action is determined after technical inspection, considering the fault, whether it can be repaired, the warranty terms and the consumer’s statutory rights.

Proof of purchase

Provide the order number or purchase invoice when requesting warranty service. The store or service centre may request information needed to verify the product and purchase date.

Contact and follow-up

Once the service centre’s details have been provided, technical follow-up concerning inspection, servicing and product handover is handled directly with the relevant service provider, unless the law or procedure requires the store’s involvement.

If a complaint is open through an official platform, the store may request that correspondence relating to the case be continued through that complaint channel to document the actions and communications.

General provisions

A customer’s diagnosis of a fault is not an approved technical diagnosis before the product has been inspected.

The store may request a technical report from an authorised service provider if there is a dispute about the cause of the fault or warranty coverage.

This policy does not cancel or restrict consumer rights under the laws and regulations applicable in Saudi Arabia. If a provision conflicts with a binding legal requirement, that legal requirement applies.

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