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On this page we have gathered the most frequent questions we receive from our customers about our service, covering two areas: the mobile-phone maintenance service in which a technician comes to you wherever you are, and the Omixus online store for selling phones and accessories. Our answers below explain our policies on orders, payment, shipping, returns, warranty, and the protection of your data clearly and in compliance with the regulations in force in the Kingdom of Saudi Arabia. These answers supplement your statutory rights and do not cancel them, and in the event of any conflict between them and the Consumer Protection Law or the relevant regulations, the law prevails.

First: Mobile Maintenance Service

How do I book a maintenance appointment, and when will the technician reach me?

Booking is done via WhatsApp at +966570984090, around the clock, every day of the week. After confirming the address and the type of fault, we set the nearest suitable appointment for you. The technician serves you on site from Saturday to Thursday from 9:00 a.m. until 11:00 p.m., and on Friday from 3:00 p.m. until 11:00 p.m. We cover all districts of the city of Riyadh, and the technician usually reaches you within about 60 minutes of confirming the appointment, depending on traffic and distance.

Is the inspection and diagnosis free?

Yes, the initial diagnosis is free. We identify the fault for you and provide a final written price before starting any work, and we do not begin the repair until you have given your explicit approval of the price. In cases that require opening the device or an advanced inspection, inspection fees may apply, but we inform you of them and obtain your approval before starting, and there are no surprise fees thereafter.

What does the slogan “No Repair = No Charge” mean?

If the agreed-upon fault cannot be repaired, no repair fees are charged to you. And if, during the inspection, we discover an additional fault that was not apparent, we notify you of the updated cost and do not begin any additional work before you approve it. Payment is made after the repair is completed and the device is tested in front of you.

Does my device leave my sight during the repair?

No. The repair is carried out directly in front of you, and your device does not leave your sight at any moment. This is an essential part of our mobile service and of our commitment to protecting your device and your data.

What is the warranty period on the repair?

We grant a warranty that covers the replaced part and the quality of the installation only, and its duration varies according to the type of part as shown in the following table:

For each repair we issue a warranty certificate equipped with a QR code through which you can verify the repair details and the warranty period at any time.

When does the warranty become void?

The warranty becomes void in the following cases, all of which are verifiable events:

• New physical damage after the repair (breakage, drop, pressure).
• Ingress of liquids or moisture after a repair unrelated to liquid damage.
• Opening, repairing, or tampering with the device at another party after it has left us.
• Removal of the warranty sticker or the QR code, or altering it.

As for faults not related to the part or service covered by the warranty, they are not covered by the warranty. Your full statutory right remains intact if the defect resulted from an error on our part or from the part we installed. And if the same defect recurs after two repair attempts, you are entitled to claim a replacement or a full refund of the value in accordance with the Consumer Protection Law.

Are the parts you use original?

We explain the two part options to you before starting work: an original part from the manufacturer (OEM), or a replacement part backed by a warranty. We expressly alert you that replacement parts may differ from the originals in brightness level, color gradation, frame precision, or some features such as True Tone, and the type of part used is clearly stated on the invoice. We also alert you that water resistance is not guaranteed after opening any sealed device.

Is my data safe during the repair?

Our repairs relate to the physical parts (hardware) only, and our undertaking to you is as follows:

• We do not ask you for the lock code, nor for an Apple ID or Google account, nor for two-step verification codes (2FA). Our repairs are for hardware only and do not usually require a factory reset, and in the rare cases where the repair technically requires it we notify you and obtain your approval first and remind you to take a backup beforehand.
• We do not copy, store, transfer, or share any data on your device with any third party.
• We do not access your personal data except to the extent technically necessary to complete the repair, and when this is needed it is done with your permission.
• We handle any information in accordance with the Personal Data Protection Law (PDPL) in the Kingdom.

Nevertheless, the responsibility of taking a full backup of your data (photos, contacts, files, applications) before handing over the device remains yours. We take care to keep your data safe, but we do not bear responsibility for the loss of data that existed before the device reached us.

What is the maintenance appointment cancellation policy?

Cancellation fees vary according to their timing as follows:

Your absence from the location when the technician arrives (No-show) is treated as a cancellation after arrival: SAR 75 (visit fee).

The visit fee is deducted from the value of the repair if you rebook within 7 days.

My device is water-damaged or severely damaged; can it be repaired?

Devices damaged by liquids or severely damaged may not accept repair, and may stop permanently during or after the repair attempt due to their prior condition, and additional faults that were not active before handover may appear in them as a result of prior internal corrosion. In these cases the repair attempt is carried out based on your wish and at your own responsibility and without any guarantee of the outcome, and we do not bear responsibility for the device stopping as a result of its prior damage. We explain this to you and obtain your acknowledgment before starting work.

Do you require proof of device ownership?

By requesting the maintenance service, you acknowledge that you are the owner of the device or are authorized by its owner. We have the right to request proof of device ownership (such as the purchase invoice or whatever proves ownership) before or during the provision of the service. We reserve the right to refuse or stop the service for any device we suspect is stolen, lost, or not owned by the requester of the service, and we cooperate with the competent authorities when necessary. We do not record the IMEI number or the serial number of your device as part of this procedure.

Second: The Store, Orders, and Shipping

Are the displayed prices final?

All prices are in Saudi Riyals and are final prices inclusive of all costs. No additional fees are added at payment, except shipping fees if any, which are displayed clearly before confirming the order.

What payment methods are available?

We provide multiple payment methods:

• mada, Visa, and Mastercard.
• STC Pay and Apple Pay.
• Cash payment (for the on-site maintenance service, as well as cash on delivery for shipped products).
• Installments via tabby and tamara over 3 or 4 payments.

In the maintenance service, payment is made after the repair is completed and the device is tested.

How do installments via tabby and tamara work?

You can split the value of your purchases over several payments via tabby or tamara when completing the order, and approval and management of the payments are carried out directly through the service provider in accordance with its terms. This may require sharing some of your data with it to complete the payment process, and the installment is subject to the provider’s terms and your eligibility for approval with it.

Where do you ship, and how long does delivery take?

We ship phone and accessory orders to all regions of the Kingdom of Saudi Arabia. The shipping fees and the estimated delivery time appear to you when completing the order before payment. They are determined according to the approved shipping company.

Can I track my order?

Yes. After shipping your order we provide you with the name of the shipping company and the tracking number, which also appear on your invoice. You can follow up on the status of your order through them.

Third: Returns, Exchange, and Refunds

Can I cancel my order or return the product?

Yes, you have the right to rescind the contract within 7 days of receiving the product, provided that you have not used the product or obtained any benefit from it, and that it is in its original condition with all its accessories and packaging, along with providing the purchase invoice or proof of payment. In that case we refund to you what you paid in accordance with the E-Commerce Law and its Implementing Regulations, and the amount is refunded within 14 calendar days by the same original payment method.

Which products and services are not covered by the right of return?

In accordance with the Implementing Regulations of the E-Commerce Law, the right to rescind the contract does not apply in the following cases:

• Devices that have been activated or used (because a benefit was obtained from them and it is not possible to return them to their original condition).
• SIM cards after they have been opened or activated, for health reasons and because they cannot be resold.
• Sealed accessories for health reasons (such as headphones and screen protectors) after their packaging has been opened.
• Products made or prepared specially according to specifications you requested (special orders or custom configuration).
• Maintenance services after they have been performed, since the benefit from them has been realized, and your right to have any defect in the work repaired or to the warranty remains.

If you ask us to begin performing the maintenance service before the expiry of the seven-day period, you agree to the lapse of the right of rescission with respect to the performed part of the service.

I received a defective product or one that does not match the specifications; what is my right?

Your right regarding a defective product or one not conforming to the agreed specifications is independent of the seven-day period and is not subject to the return exceptions above. In this case you are entitled to repair, replacement, or a refund of the value in accordance with the Consumer Protection Law, along with providing the purchase invoice or proof of payment and returning the product in its condition with its accessories. We undertake not to deliver any device that carries a defect without informing you of it.

Fourth: Data Protection and Privacy

What data do you collect and how do you use it?

We are the controller of your data, and we collect only what is necessary to provide the service: the name, mobile number, address or location (for on-site maintenance visits), email, and order history. We use it to carry out maintenance bookings, process and deliver orders, communicate with you and support you, process payments, and prevent fraud, and we do not use it for marketing purposes except with your prior consent.

Do you share my data with other parties?

We share the minimum necessary amount of your data with: payment processors (mada, tabby, and tamara) to complete payment operations, shipping companies (name, address, and mobile) to deliver your order, and WhatsApp to facilitate communication with you. Some of these parties may process the data outside the Kingdom, and in that we commit to the minimum necessary and to a level of protection no less than that prescribed by the Personal Data Protection Law.

What are my rights over my data?

Under the Personal Data Protection Law you have the following rights: to know how your data is processed, to access it, to obtain a copy of it in a clear format, to request its correction, to request its destruction, and to withdraw your consent. We respond to your request within 30 days, extendable once when necessary. You may submit a complaint to the Saudi Data and Artificial Intelligence Authority (SDAIA) if necessary. To exercise any of these rights, contact us via [email protected].

Fifth: Complaints and Store Information

How do I submit a complaint?

We are pleased to resolve any problem amicably first, so contact us directly via maintenance WhatsApp +966570984090 or Omixus administration +966507666005 or email [email protected]. Your right to escalate any complaint to the Ministry of Commerce via the “Commercial Report” application or the hotline 1900 remains.

What is the statutory information for the Omixus store?

Trade name: Omixus, Riyadh, Kingdom of Saudi Arabia. Omixus is verified on the Maroof platform (maroof.sa/businesses/details/373171).

• Legal name and registered address: Omixus Establishment.
• Unified National Number: 7034447743.

Note: These answers supplement your statutory rights and do not cancel them, and in the event of any conflict between them and the regulations in force in the Kingdom of Saudi Arabia, the law prevails, and the Arabic version is the authoritative reference.

Last updated: 4 June 2026

For any inquiry, contact us via WhatsApp +966570984090 or email [email protected].