Warranty, Exchange, and Return Policy

Saeel Platform is committed to providing a reliable and transparent shopping experience that safeguards customer rights.

Below is the official Warranty, Exchange, and Return Policy adopted by the platform.

First: Warranty Policy

Proof of PurchaseTo benefit from the warranty, customers must present the original invoice, which serves as the official proof of purchase from Saeel Platform.

Warranty Period

Products are covered by a warranty that varies depending on their type and nature, in accordance with the regulations of the Ministry of Commerce in Saudi Arabia, or as determined by the authorized dealer or manufacturer.

In general, the warranty period for electronic and electrical devices is not less than two years (24 months) from the date of purchase, unless otherwise specified by the dealer or manufacturer.

Responsible Party

The application of the warranty and maintenance procedures is the sole responsibility of the authorized dealer or manufacturer, and Saeel Platform bears no direct responsibility in this regard.

Products Not Covered by Warranty

The warranty does not cover accessories such as protective cases or screen protectors once installed or used.

Cases That Void the Warranty

The warranty does not cover the following cases:

Misuse, damage, or tampering with the product.
Exposure to water (for products that are not water-resistant).
Failure to follow operating instructions or use of non-original or incompatible accessories.
Performing maintenance or repair by unauthorized service centers.

Bundles and Packages

In the case of bundle or promotional package purchases, the warranty applies only to the specific product with the issue.

Shipping Costs

Customers are responsible for shipping costs when sending products to the dealer for inspection or repair.

If the Replacement Product Is Unavailable

If the product qualifies for replacement but the replacement is unavailable, the customer will be contacted to choose between:

Refunding the product’s value to their e-wallet or bank account.
Replacing the product with another of equivalent value, after deducting a percentage corresponding to the period of use.

Right to Amend

Saeel Platform reserves the right to amend this warranty policy at any time without prior notice.

Second: Exchange and Return Policy

Customers have the right to exchange or return a product within 7 days from the date of receiving the order.
The product must be unused, in its original condition, with complete packaging and accessories, and accompanied by the original invoice.
Opened or used products cannot be exchanged or returned unless a manufacturing defect is proven.
To request cancellation or return, customers must contact the Customer Service Team via the unified number (920016542). Returns are not accepted directly at service centers.
Customers bear shipping and banking fees in return cases not related to manufacturing defects.
Refunds are issued through the same payment method used at purchase, and processing may take 7 to 14 business days, depending on the bank.

Exceptions

Products listed below can only be exchanged or returned in case of a manufacturing defect:

Products that have been opened or used.
Products damaged due to misuse (breakage, scratches, water damage, etc.).
Software and video games after opening or activation.
Health and beauty products such as shavers, epilators, and personal care devices.
Activated data SIM cards and routers.
Digital services or activation codes once redeemed.
Printers, copiers, and their related accessories.
For personal preference returns (exchange, change of mind), customers must cover all shipping costs.

Exchange and Return Process

1. Request Submission

The customer submits a request for exchange or return by contacting Customer Service via (920016542) and providing the reason for the request along with proof of purchase.

2. Request Review

The request is reviewed to verify eligibility and ensure that the product meets the platform’s return and exchange conditions.

3. Request Confirmation

Once approved, the customer will be contacted to confirm the delivery address and shipping details for product pickup or replacement dispatch.

4. Product Collection

The product will be collected by Saeel’s authorized shipping partner, and must be unused, in original condition, and fully packaged with all accessories.

5. Product Inspection

A specialized team will inspect the product to confirm compliance with return/exchange requirements and ensure it is free of damage or misuse.

6. Implementation

If approved, the product will be exchanged or refunded according to the customer’s preference.
If the replacement product is unavailable, the customer will be contacted to select an alternative product or receive a refund to their e-wallet or bank account.

7. Processing Time

The process typically takes 7 to 14 business days, depending on the payment method and shipping provider.

General Terms

Products purchased through installment programs cannot be refunded; they may only be exchanged for products of equal or higher value.
For bundle or combo offers, all items within the bundle must be returned together in their original condition.
For returns made via courier, customers are charged a delivery fee of 29, unless a manufacturing defect verified by Saeel’s team is found.
Complimentary gifts cannot be returned or exchanged once used.
Purchasing products sold “as is” constitutes implicit acceptance of their condition as stated on the invoice.
Receiving the shipment from the courier company constitutes acknowledgment of its integrity and unopened condition upon delivery.
Returns and exchanges are available within 7 days of receiving the order.
Shipping, customs, and tax fees are non-refundable in cases of returns or non-receipt, except in cases of verified manufacturing defects.
All warranty, exchange, and return requests must be handled exclusively by contacting the Customer Service Team via the unified number (920016542), who will organize and manage all necessary procedures until the request is completed.