Return and Exchange Period

• In-store purchases: A request to return an undamaged product is accepted within 3 days from the date of receipt, in accordance with the terms of this policy. After this period, returns due to a change of mind are not accepted.
• Online purchases: The customer has the right to request a return within seven days following the date of receipt of the product, provided it has not been used or benefited from, subject to statutory exceptions.
• Exchange: An exchange request is accepted within 7 days from the date of receipt of the product, subject to acceptance conditions and the availability of the replacement product, with price difference settlement if any.
• These periods do not limit the customer's rights regarding manufacturing defects, product non-conformity, or warranty.

Conditions for Accepting Returns and Exchanges

When requesting a return or exchange due to a change of mind, it is required that:

• The product must be sound and unused, and returned in its original packaging with all included cables, manuals, and accessories.
• Provide the original paper or electronic invoice, or data enabling the company to verify the purchase transaction.
• The product must not have been damaged due to misuse, incorrect installation, or connection to an incompatible electrical voltage.

Statutory rights are taken into account when evaluating the condition of the product and packaging. The customer's rights regarding defects or non-conformity do not lapse due to opening the package to inspect the product or discover a defect.

Return Location and Procedures

Products are returned to the headquarters of Mazaya Information Technology Company in Riyadh, Al-Olaya District, Al-Russeis Commercial Complex, via direct delivery or shipping to the headquarters after coordination with the company.

The return or exchange request must be submitted within the specified period, stating the invoice number, product, and reason for the request, by visiting the showroom or contacting via email: [email protected]. The company verifies the condition of the product, its accessories, and the reason for the request upon receipt, and notifies the customer of the examination result and the due procedure without undue delay.

Return and Exchange Shipping Costs

• The customer bears the cost of shipping the returned product to the company's headquarters upon return due to a change of mind, including purchases from the online store.
• Upon exchange due to the customer's preference, they bear the cost of shipping the product to the company's headquarters and the cost of sending the replacement product, according to the fees shown to them.
• However, if the return or exchange is due to a proven manufacturing defect, sending an unintended product, or non-conformity with agreed specifications, the company bears the shipping costs necessary to process the case.

Products Excluded from Return and Exchange

Returns or exchanges due to a change of mind are not accepted for the following products, within the limits of statutory exceptions:

• Inks and consumables that have been used or installed.
• Printers whose inks have been installed and used.
• Programs, licenses, and activation keys that have been used or activated, and software downloaded via the internet.
• Products that have been damaged due to customer misuse or possession.

These exceptions do not prevent the customer's rights in the event of a defect or non-conformity of the product with what was agreed upon.

Special Orders and B2B Sales

• Sales to companies and institutions are subject to the terms of supply contracts and approved price quotations, without violating mandatory applicable statutory provisions.
• Products manufactured or assembled specifically according to specifications determined by the customer cannot be returned due to a change of mind. Exceptions include the presence of a defect or non-conformity with agreed specifications.
• The issuance of a price quotation alone is not considered a reason to exempt regular products from the statutory right of return.

Manufacturing Defects and Warranty

• Mazaya Information Technology Company directly handles receiving, inspecting, and processing reports of manufacturing defects submitted within 7 days from the invoice date, according to the nature of the defect and the customer's statutory rights.
• After this period, maintenance and warranty services are executed through the authorized agent or authorized service centers, in accordance with the warranty document and its terms, and for a period of not less than two years for covered electrical and electronic appliances.
• Technical inspection is conducted when necessary to determine the cause of the problem, and the case is treated by repair, replacement, or return and refund, depending on the case and the customer's statutory rights.
• The transfer of service procedures to the agent does not entail dropping the customer's statutory rights or exempting the company from obligations prescribed upon it by law.

Refunds

• The company undertakes to refund due amounts without undue delay, and within a maximum of 14 days from the date of receipt of the returned product. If the order is canceled before being shipped, the period starts from the date of notifying the company of the due cancellation.
• Amounts are refunded via the original payment method, unless the customer explicitly agrees to another method, without charging them additional fees for refunding the amount.
• In all cases, mandatory statutory provisions prevail when they conflict with any provision of this policy.