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.
