Return and Replacement Policy

Return and Replacement Policy (Website)

1) Return and Replacement Steps:

Replacement requests can be submitted through the return platform https://return.aecksa.com/
The Customer Service team may contact the customer to request photos or videos to verify the product defect.
A maintenance appointment will be scheduled within 72 hours for inspection.
If approved, shipping labels (AWBs) will be issued, and the replacement item will be delivered while the defective item is collected simultaneously.
The customer will be notified once the replacement process is completed and the ticket is closed.
Customers may reopen the ticket if they are not satisfied with the provided resolution.
The entire replacement process must be completed within 7 days from the date of the request.

Important Notes:

In the case of an exchange, the replacement product will be shipped after the returned product has been received and inspected.
The refund will be processed to the original payment method within 7 to 14 business days after the returned product is received and inspected.
The customer bears the shipping costs if the reason for the return or exchange is not related to a store error.

Terms and Conditions for Each Return Case:

No refund will be issued for services already utilized, such as shipping fees or delivery to the doorstep.

2) Return Cases:

Case 1: Cancellation

If the cancellation occurs after the order has been shipped, the following will apply:
If the product weight is between 1 and 25 kilograms, a fee of 31 will be deducted from the order value.
If the product weight is between 26 and 50 kilograms, a fee of 150 will be deducted from the order value.
If the product weight is between 51 and 110 kilograms, a fee of 200 will be deducted from the order value.
If the cancellation occurs before the order has been shipped, the full amount will be refunded to the customer.

Case 2: No Need for the Product

The customer has the right to return the product to the company within seven days from the date of receiving the device, provided that the following is observed:
The device carton must be unopened, and therefore, the device must be completely unused.
If the device is opened, repackaged, taped, or wrapped again with non-original adhesive tapes or packaging materials, the return policy will not apply.
If the product weight is between 1 and 25 kilograms, a fee of 31 will be deducted from the order value.
If the product weight is between 26 and 50 kilograms, a fee of 150 will be deducted from the order value.
If the product weight is between 51 and 110 kilograms, a fee of 200 will be deducted from the order value.

Case 3: Product Does Not Work Upon Receipt

The customer must carefully read the operating manual attached to the device and adhere to all operating conditions. Based on the maintenance report, the device will be replaced or returned to the customer if the previous conditions are met.
The customer has the right to return a non-functional product within 7 days from the date of receipt and must retain all packaging materials intact for a minimum of 7 days.
If the device does not work upon initial use or malfunctions within 7 days of receipt, the customer must return the device in its original packaging.
The device must be complete with all parts, accessories, and attachments.
The packaging must be complete, intact, and uncut or untorn.
The replacement is not immediate. Al-Esayi Company will inspect the product at its maintenance centers. If it is found that the device is damaged due to misuse (e.g., operating the device with 110 volts when it is designed for 220 volts or vice versa) or incorrect operating conditions (e.g., using televisions in high-humidity outdoor environments), the customer's right to return the device is forfeited. In this case, maintenance and repair will be carried out at the customer's expense, including transportation costs.
In the case of an exchange, the replacement device will be identical to the defective device in terms of specifications, color, shape, and country of origin. The customer is not entitled to request a device with higher specifications and features as compensation for the defect in the sold product. Al-Esayi Company reserves the right, if the same device is not available, to refund the value of the device to the customer or replace it with a similar device that meets or exceeds the specifications of the replaced device, subject to the customer's approval.
Note: This policy does not apply to personal care devices that come into contact with the body. These devices cannot be replaced or returned unless Case 2 (non-desired product) applies, including hair dryers and stylers, hair clippers, trimmers, and removal devices of all kinds, as well as beauty devices, health devices used for body cleaning, or similar sold devices.
In this case of return, the customer bears all return costs from the customer's location to the warehouses of Mohammed Omar Al-Esayi Electronics Company.

The Following Cases are Excluded from Replacement or Return:

Burning or corrosion resulting from the use of chemical substances.
If the device or any of its accessories are not intact, broken, bent, or damaged due to use.
If the device has been disassembled, repaired, or tampered with internally.
Using the device for purposes other than those for which it is intended (using household appliances for industrial purposes).
All consumables such as printer and fax inks and accessories are not covered by this policy.
The device and its accessories are without their original box.

Notes:

The provisions of the Value Added Tax (VAT) followed in the Kingdom of Saudi Arabia apply to returns and purchases.
Refunds will be credited to the customer's account within 7 to 14 business days for Mada cards and 14 to 21 business days for credit or Visa cards.
Refunds for orders paid via Tabby will be credited to the customer's account within 7 business days.
If the customer requests a cancellation within the allowed period and the refund is to be made to their account, the details must match those in the purchase order.

To contact Al-Esayi Electronics Company, you can use the following method:

Send an email to the customer service department at [email protected]

Return and Replacement Policy (Showrooms)

Terms and Conditions for Each Return Case:

1) Case 1: No Desire for the Product

The customer has the right to return the product to the company within seven days from the date of receiving the device, provided that the following is observed:
The device carton must be unopened, and therefore the device must be completely unused.
If the device is opened, repackaged, taped, or wrapped again with non-original adhesive tapes or packaging materials, the return policy will not apply.

2) Case 2: Product Does Not Work Upon Receipt

The customer must carefully read the operating manual attached to the device and adhere to all operating conditions. Based on the maintenance report, the device will be replaced or returned to the customer if the previous conditions are met.
The customer has the right to return a non-functional product within 7 days from the date of receipt and must retain all packaging materials intact for a minimum of 7 days.
If the device does not work upon initial use or malfunctions within 7 days of receipt, the customer must return the device in its original packaging.
The device must be complete with all parts, accessories, and attachments.
The packaging must be complete, intact, and uncut or untorn.
The replacement is not immediate. Al-Esayi Company will inspect the product at its maintenance centers. If it is found that the device is damaged due to misuse (e.g., operating the device with 110 volts when it is designed for 220 volts or vice versa) or incorrect operating conditions (e.g., using televisions in high-humidity outdoor environments), the customer's right to return the device is forfeited. In this case, maintenance and repair will be carried out at the customer's expense, including transportation costs.
In the case of an exchange, the replacement device will be identical to the defective device in specifications, color, shape, and country of origin. The customer is not entitled to request a device with higher specifications and features as compensation for the defect in the sold product. Esayi Company has the right, if the same device is not available, to refund the value of the device to the customer or replace it with similar or close specifications that are not lower than the specifications of the replaced device, after the customer's approval.
Note: This policy does not apply to personal care devices that come into contact with the body. These devices cannot be replaced or returned unless Case 2 (not desired product) applies (hair dryers and stylers, hair clippers, trimmers, and removal devices of all kinds, beauty devices of all kinds, health devices used for body cleaning, or similar sold devices).
In this case of return, the customer bears all return costs from the customer's location to the warehouses of Mohammed Omar Al-Esayi Electronics Company.

The Following Cases are Excluded from replacement or Return:

Burning or corrosion resulting from the use of chemical substances.
If the device or any of its accessories are not intact, broken, bent, or damaged due to use.
If the device has been disassembled, repaired, or tampered with internally.
Using the device for purposes other than those for which it is intended (using household appliances for industrial purposes).
All consumables, such as printer and fax inks and accessories, are not covered by this policy.

Notes:

The provisions of the Value Added Tax (VAT) followed in the Kingdom of Saudi Arabia apply to returns and purchases.

Policy for Selling Products Not in New Condition (Showrooms)

Any product that is not in new condition is subject to the policy below:

The customer must inspect the device in its current condition before purchasing the product. The customer's purchase constitutes acknowledgment and acceptance of the product's current condition, and the inspection negates any claim of ignorance regarding the product's non-new status, which the customer acknowledges.
The replacement and return period for products is only 24 hours from the date of purchase, provided that the original invoice is presented and the product is in the same condition as it was at the time of purchase without any changes.
The customer can obtain a replacement item of the same value as the returned item or a higher value by paying the price difference, if any.
Refunds will be for the same value as the purchase invoice and using the same payment method, according to the banks' policies, if the payment was made by Mada card or credit card.
Only authorized personnel have the right to make the decision to return or replacement an item after verifying compliance with the replacement and return policy.
The customer's right to claim a return for any reason expires after (24) hours from the date of purchase.
The customer must receive the product within (7) days from the date of purchase. The showroom is not responsible for the customer's delay in receiving the product for more than (7) days, and the showroom has the right to return the amount paid according to the purchase invoice to the customer and sell the product to another customer.
The showroom guarantees the products for three months from the date of the customer's purchase (unless otherwise stated).
The customer obtains the warranty by presenting the original purchase invoice through authorized service centers in the event of a manufacturing defect in the product.
The warranty does not cover misuse.
The warranty exclusively covers the product itself and does not include any accessories or attachments.
Sold products do not include delivery or installation, which are the customer's responsibility.
Personal care products that come into contact with the body (hair styling and drying devices, hair clippers, trimmers, and hair removal devices of all kinds, beauty devices of all kinds, health devices used for body cleaning) are not eligible for replacement or return.
The customer bears all return costs from the customer's location to the Al-Esayi Electronics Company's sales center.
The provisions of the tax followed in the Kingdom of Saudi Arabia apply to purchase and return cases.