Exchange and return via the website
I changed my mind, can I cancel the order before receiving the product?
If the product has not been shipped, please contact our customer service team and we will be happy to assist you.
If the order is shipped: (shipping value will be deducted)
Why can't I return some products?
Unfortunately, you cannot return the following products:
What is the return notice period?
Customers can return purchases within 7 days of purchase, or exchange them within 14 days of purchase, provided that the returned or exchanged item is in its original condition when purchased, unused, with its outer packaging in its original condition, and the original invoice is present.
Can I get a full refund?
If the product is returned due to a defect in the product, a manufacturing defect, damage upon delivery, or incorrect delivery of the product, the customer will not be charged any shipping fees or bank transfer fees.
If the product is returned for other reasons (i.e. the customer needs to exchange the product or changed his mind), the customer will be required to pay the shipping or bank transfer fees.
When can I get my money back?
For orders purchased using a credit card:
The amounts paid will be refunded directly to your card within 48 hours.
How can I return the product?
Follow the steps below to return the product:
Exchange and return through showrooms
What are the conditions for exchange and return?
Customers can return purchases within 7 days of purchase, or exchange them within 14 days of purchase, provided that the returned or exchanged item is in its original condition when purchased, unused, with its outer packaging in its original condition, and the original invoice is present.
What if I want to return a product to the branch after purchasing it through the website?
If a customer wants to return a product purchased through the company’s website to one of its branches, they must do so within 7 days from the delivery date, and the order number must be provided to the customer service department through the available means first. Once the return request is processed, the amount will be returned to the customer via their credit card/Mada, in addition to the delivery fees, provided that the reason for the return is due to the product’s malfunction. However, if the reason is due to something else, the customer will only receive the amount they paid to purchase the product.
What if I lose my invoice? Is there a possibility of replacement, refund, or warranty?
Unfortunately, dear customer, without the original invoice, we apologize for the exchange or refund. You can request to reprint the invoice after submitting some requirements (according to the company’s policy).
What if the invoice information is unclear? Can the showroom reprint the invoice so I can benefit from the warranty?
This is a rare occurrence, and in general, the showroom can reprint this invoice if we find any defects in it.
Can I buy from one showroom and exchange it from another?
Yes, you can do that if you have an invoice, provided that it meets the exchange and return conditions.
When is a customer entitled to an additional warranty?
If the warranty has expired and the product is still with the company, the company must extend the warranty period by the number of days of delay.
What are the conditions for replacement and return of electrical/mechanical/other devices?
If a customer wishes to exchange or return any electrical device or other products from an agent within the Kingdom of Saudi Arabia, a report must be issued by the agent proving the presence of a defect in the product.
In what cases does the customer have the right to immediately replace the product?
If the agent/company exhausts two attempts to repair the defective product, the product must be replaced/the amount must be refunded (less the number of days of use).
