Warranty, replacement and return policy for products
Replacement:
In case of any manufacturing defect or damage to the product:
Customers have the right to replace or return a product that contains a manufacturing defect or damage, provided that the product is packaged and in its original condition, provided that it is under warranty and is replaced for him free of charge. The customer bears the shipping costs from the customer's city to the store's city and vice versa, and it must be shipped within 24-48 hours of sending the policy to the customer. If it is not shipped within the period, the return will not be accepted. The product inspection process takes from 2-14 working days.
If the product is intact, the customer will be asked to pay the amount of the two shipments from the customer to our warehouse for inspection and from our warehouse to the customer to return the product to the customer.
In the event that the customer requests a refund (if the product is under warranty), the refund process takes 2-14 working days.
return;
If you wish to replace or return the product without any manufacturing defect:
Customers have the right to exchange or return the product provided that the product is packaged and in its original condition and unused, within 1 day from the date of receipt of the product. In this case, the customer bears the shipping costs and it must be shipped within 24-48 hours of sending the policy to the customer. If it is not shipped within the period, the return will not be accepted. Electronic payment fees will be deducted.
The refund process takes from 2 to 14 business days.
If the customer wishes to return an Internet SIM card of the package type (renewable monthly, 3 months or 6 months) before the end of the subscription, he can contact us and submit a request for that, and if the return is approved, he can return the SIM card and a shipping policy will be sent to him. The value of the shipping policy will be deducted and the shipping days will be deducted from the day the SIM card is shipped to the customer until the day it is received and the shipping days will be deducted from the day the SIM card is shipped from the customer until the day we receive it, along with the electronic payment fees.
The refund process takes from 2 to 14 business days.
Cancel order:
If the customer requests to cancel the order before shipping, he will bear the electronic payment fees Mada and Visa 2.2% and the installments 7% of the order value and the bank transfer fees, if any, unless the product is unavailable, in which case the store bears this percentage. The refund process takes 2-14 working days.
In the event that the customer does not receive the shipment and the product is a subscription such as an Internet package and the customer wishes to cancel his order, the days of the SIM card will be deducted from the day the SIM card is shipped until the day we receive the SIM card and return the shipment, and the value of the shipping policy will be deducted and the electronic payment fees will be deducted.
The refund process takes from 2 to 14 business days.
Warranty:
The warranty does not cover misuse by the customer, such as:
Warranty and replacement policy for Internet chips
• The subscription period is calculated according to the Hijri year.
• The subscription day starts from the first day the SIM card is charged.
• Internet chips cannot be replaced or returned unless there is a defect in the chips themselves.
• If the customer does not receive the shipment for the chip, the shipping days will be calculated until the shipment returns and is received by our warehouses on the customer, and the value of the days will be deducted.
Insurance Amount Policy for Renewable Tranches
• The customer must charge the SIM card immediately after the subscription ends the next day.
• If the customer is late in charging the SIM card for any reason, the subscription value will continue to be calculated from the insurance value, and 10 riyals will be deducted from it when charging it daily for each day the SIM card was not charged.
• The customer is responsible for shipping the shipment and packing it well at the shipping company to ensure its arrival. If the shipment does not reach us, or the chip does not reach us and only the card arrives, or the shipment arrives empty, then the insurance amount will not be returned to the customer due to the chip not reaching us.
• The store has the right not to return the insurance or to return part of the insurance and give the customer an additional number of days with the same insurance amount.
Compensation and Replacement Policy
In the event that the service is disconnected before its due date, we will be contacted via WhatsApp to solve the problem. If it cannot be solved, the customer will be given the choice of these options if available.
1- Transferring the value of the remaining period of the tranche to him within 14 working days.
2- Sending a replacement SIM card if available for the same remaining period of the SIM card, adding the intervening compensation days.
3- Sending a new SIM card with a new contract, and the customer pays the consumption difference for the SIM card based on the SIM card price in the new contract.
If the customer gets free shipping and decides to return the remaining amount, the shipping cost will be deducted from the remaining amount.
Please keep the following information:
1- Order number from the website
2- The SIM card number (written on the SIM card itself)
3- Please keep the SIM card. You may be asked to return it to us.
This information will be requested from you during compensation.
Lost or damaged replacement policy
In case the SIM card is lost or a replacement is requested
The fee is 200 riyals to obtain a replacement for a lost or damaged card, and the waiting period ranges from 7 days to 30 days.
Warranty and replacement policy for routers
The warranty does not include all open-frequency routers due to the modifications made to these devices.
* Terms and conditions may change at any time.
