Warranty Policy


Warranty Policy

Mohammed Omar Al-Issaie Electronics Co. Ltd. Warranty - Local Warranty System -

  • All electronic devices from all brands (Whirlpool, Timo, Panasonic, TCL, Hoover, Galens, Vestel, Moulinex, Tefal, Dreamy) are subject to a two-year warranty within the Kingdom of Saudi Arabia and a three-year warranty (TCL screens only).
  • The customer loses the warranty if any of the products are subjected to any misuse, impact, fire, or any damage, or if the customer does not comply with the periodic maintenance that conforms to the product's recommendations, or if the customer repairs them himself or through any unauthorized service center (not affiliated with Al-Issa Maintenance).
  • The warranty does not cover consumables, including but not limited to accessories attached to the device, air purifier filters, regular and rechargeable batteries, bulbs, cleaning materials or any accompanying chemicals.
  • In the event of a compressor failure in air conditioners, refrigerators, or freezers after the expiry of Al-Issa'i's warranty for the device, the compressor will be replaced, with the consumer bearing the cost of installation, spare parts, and refrigerant.
  • In the event of motor failure after the expiry of Al-Issa’i’s warranty for washing machines, the motor will be replaced, with the consumer bearing the cost of installation and the associated visit fees.
  • This warranty applies to products purchased by end consumers. For products purchased for commercial use, such as hotel televisions, laundry washing machines, etc., the applicable warranty terms differ based on a pre-purchase agreement and must be provided by the commercial user before any maintenance work begins.
  • Wall-mounted (split) air conditioners: The warranty covers both the indoor and outdoor units.
  • If the pipes are installed by the technical team of Al-Issa Company, the warranty period is one year for the installation. If the pipes are installed by the customer, it is outside the warranty.
  • Home visit service includes large appliances such as but not limited to: air conditioners, refrigerators, washing machines, ovens, and screens 58 inches and above, depending on the city.
  • Small appliances, including but not limited to: water coolers , portable air conditioners , blenders, juicers, dough mixers, personal care appliances, microwaves, and screens 55 inches and smaller, are not covered by the home visit service and must be returned to the service center. This varies by city.
  • If the device is opened or repaired by an unauthorized person or center, the center has the right to refuse repair or charge additional expenses, and the device will be considered out of warranty.


Maintenance Services Policy:

  • The customer must pay the inspection fees, which are non-refundable regardless of whether the repair is approved or rejected.

Under normal use conditions, all products serviced at the center are guaranteed for (30) days from the date of delivery. The warranty covers only the part serviced at the center and does not cover the rest of the device. This warranty is limited to the total invoice amount only.

  • The company is not responsible for damage to equipment caused by accidents, fire, or theft during the transport process .

The device inspection will not proceed until the full inspection fee has been paid .

Our valued customers must visit the center to collect their devices on the date specified in the service card. Please note that the company will dispose of devices that have not been collected within 3 months of the completion date of the maintenance work mentioned above, and the company will not be responsible for refunding the value of the devices. Therefore, the company will not accept any claim to the devices or their value after the specified period.

• Spare parts prices and maintenance fees are subject to a 15% value-added tax, which will be added to the final invoice as a percentage of the net invoice value .

General terms and conditions:

  • If maintenance services are required for goods installed or fitted by the customer or any other service provider, and these services necessitate on-site maintenance using cranes, scaffolding, or other means to access the equipment safely and in accordance with safety requirements, the customer is responsible for providing these means, whether the equipment is under warranty or not. This includes, but is not limited to, the removal of decorative elements such as false ceilings, kitchen cabinets, or similar fixtures.
  • If the maintenance team cannot reach the customer’s location due to the roughness of the road or the lack of a paved road that allows access to the house, the customer is obligated to bring the device to the nearest authorized maintenance center.

*To inquire about service availability in your city, please contact the customer service center at 8002440305 .


Our valued customers can submit warranty and maintenance requests through the following channels:

Contact customer service on the toll-free number 8002440305, from 9:00 AM to 6:00 PM.

• Website or mobile application, available 24/7


* Important: When submitting maintenance and warranty requests via the website or mobile application, please ensure that all required information is entered correctly and accurately to guarantee that your request is processed quickly and efficiently to your satisfaction and without any delays.


Note: When requesting a warranty, the customer must present the purchase invoice.


Extended Warranty Policy



Warranty Period

  • The extended warranty starts from the date the original manufacturer’s warranty expires, with access to some additional benefits during the agent warranty period according to the terms and conditions.
  • The customer can choose to extend the warranty by choosing 1, 2, or 3 years.
  • The extended warranty begins after the end of the original warranty, based on the duration stated in the approved purchase invoice.


Extended Warranty Benefits

  • Fast Response: Maintenance service is provided within a maximum of 72 hours from the customer’s request for devices that require a home visit.
  • Replacement Device / Warranty Extension:
  • A temporary replacement device will be provided if repair exceeds 72 hours, or the warranty period will be extended by the same repair duration.
  • Device Replacement with a New One:
  • If the repair period exceeds 30 days, the customer is entitled to a new device with the same specifications, while the company retains the old device.
  • If the same issue occurs 3 consecutive times, the device will be replaced, with the company retaining the old device.
  • No Cost to the Customer:
  • All maintenance and spare parts costs are covered during the extended warranty period.
  • Added Value:
  • The extended warranty can be transferred to another owner without complications, adding value to the device.





Cancellation of Extended Warranty

The extended warranty will be void in the following cases:

  • Providing an incorrect or unapproved invoice.
  • Repairing the device outside authorized service centers.
  • Natural, accidental, or intentional damage.
  • Liquid damage, misuse, breakage, or theft.
  • Tampering with or removing the serial number.
  • Commercial use of the product.
  • If the device is replaced under this service after the manufacturer warranty period, the contract is considered terminated.
  • If the customer cancels the service before receiving the product.


Products Not Covered by the Warranty

  • Replacement of lost or consumable parts (e.g., buttons, remote controls, filters, etc.).
  • Paint defects, scratches, or installation issues.
  • Damage caused by improper storage, negligence, or incorrect installation.
  • Clearance or display products.
  • Loss or failure of operating systems, settings adjustments, data loss, or damage caused by viruses or software.
  • Accessories are not covered (e.g., remote controls, external cables, connectors, adapters, etc.).
  • Requests for device relocation.
  • Products sold “AS IS.”


Program Details & Service Delivery

  • Purchase Invoice: Required to receive service.
  • Relation to Manufacturer Warranty: The extended warranty includes the manufacturer warranty and provides additional benefits.
  • Coverage Areas:
  • All areas with service centers are covered.
  • For areas without service centers, the device will be shipped free of charge to the nearest city with a service center, or a home visit will be arranged according to the approved policy.
  • Repair Duration Calculation:
  • Starts from the time the device is received from the customer’s location or service center.
  • Service Schedule:
  • Maintenance is performed during official working days (as stated on the company’s official website).
  • Final Decision:
  • The decision for repair or replacement is determined after inspection, based on an approved technical report issued by the company’s authorized technician.

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