Exchange and Return Policy

• Trade name: OMIXUS
• Registered legal name: OMIXUS Establishment
• Registered address: Al Khaleej District, Riyadh, Riyadh, Saudi Arabia
• Unified national number of the establishment: 7034447743
• Verified on Maroof: maroof.sa/businesses/details/373171
• Contact channels: Maintenance WhatsApp +966570984090, business administration +966507666005, email [email protected]

This policy covers two distinct tracks with different terms, and a clear distinction must be made between them:

• Products: Mobile phones, accessories, and SIM cards sold through the OMIXUS online store and shipped within the Kingdom.
• Maintenance services: On-site repair work performed by an OMIXUS technician at the customer's location. Maintenance services that have been performed are not subject to the product return rules; they are governed by the warranty as explained in Section Nine.

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 applicable, which are displayed clearly before the order is confirmed.

You have the right to rescind the product purchase contract and recover what you paid within 7 days from the date of receiving the product, in accordance with Article Thirteen of the E-Commerce Law, provided that you have not benefited from the product or obtained any benefit from it. The following conditions apply for a return to be accepted:

• The product must be in its original condition, must not have been used or benefited from beyond an initial inspection to verify its soundness and conformity, and must include all accessories and promotional gifts if any. The explicit prohibition on activation remains in place for sealed categories (sealed devices, SIM cards, and sealed hygiene accessories) in accordance with Section Six.
• The original packaging, seals, and wrappers must be intact and unopened for sealed products.
• The purchase invoice or proof of payment must be provided.
• The product must not be among the excluded cases listed in Section Six.

This right is separate and independent from your rights related to defective products explained in Section Seven, which remain in effect regardless of the seven-day period.

You may request to exchange the product for another product under the same conditions set out in Section Four (a product in its original condition that has not been used or benefited from beyond the initial inspection, with the invoice, and with the activation prohibition for sealed categories remaining in place in accordance with Section Six). If there is a price difference between the returned product and the replacement product, the difference is collected or refunded through the original payment method. The replacement product is in turn subject to the same return and exchange conditions from the date it is received.

Pursuant to Article Eleven of the Implementing Regulations of the E-Commerce Law, the right to rescind the contract (return) does not apply, unless we expressly agree otherwise with you, in the following cases:

• Activated or used devices: Phones or devices that have been switched on, activated, or benefited from, because they cannot be restored to the original sealed condition in which they were delivered.
• SIM cards after being opened or activated: For hygiene reasons and because they cannot be resold, and because the card is considered consumed once it is activated.
• Sealed accessories for hygiene reasons after the seal is broken: Such as earphones, earbuds, and screen protectors.
• Products designed or customized specifically to your request: Such as devices with special settings, custom engraving, or special orders made to your specifications.
• Products made up of several merged components such that they cannot be restored to the original condition in which they were delivered.
• Perishable products within the rescission period.
• Products purchased at a public auction.
• Maintenance services that have been performed: Not subject to the right of rescission after they are performed, while your right to warranty and to the repair of any defect remains in accordance with Section Nine.

The exclusions above do not include defective products or products that do not conform to the agreed specifications; these remain fully covered by your rights as set out in Section Seven.

If it turns out that the product is defective or does not conform to the agreed specifications, you have the right to claim one of the following remedies under the Consumer Protection Law, regardless of the seven-day period and the excluded cases in Section Six:

• Repair at no charge.
• Exchange for a sound, conforming product.
• A full refund of the amount paid.

This requires providing the purchase invoice or proof of payment and returning the product in its condition with its accessories. Any damage resulting from misuse, dropping, liquid ingress, or repair by another party after receipt is not considered a defect.

After the return request is accepted and the condition of the product is verified, the amount is refunded as follows:

• The amount is refunded via the same original payment method (mada, Visa, Mastercard, STC Pay, Apple Pay), or in cash if payment was made in cash.
• For installment transactions via tabby or tamara, the refund is processed through the same service provider in accordance with its terms, and the due installments are adjusted or cancelled accordingly.
• Amounts are refunded within a period not exceeding 14 days from the date the return request is accepted and the product condition is verified, in accordance with the Implementing Regulations of the E-Commerce Law. The time it takes for the amount to appear in your account may vary depending on the procedures of the bank or payment provider.

A maintenance service that has been performed is not subject to the right of return or refund after it is performed, because it is a service that has actually been benefited from. In return, our work is covered by a clear, tiered warranty according to the type of part:

The following principles apply to the maintenance service:

• No fix = no fee policy: If the agreed fault cannot be repaired, no repair fee is charged. On-site diagnosis is free, and the customer is informed of the final price in writing before work begins.
• Repair in front of the customer: Work is carried out in the presence of the customer, and the device never leaves their sight.
• Type of part disclosed in advance: Before work, the customer chooses between an original part (OEM) or a guaranteed aftermarket part, and its type is recorded on the invoice. Aftermarket parts may differ in brightness, color tone, or some features from the original part.
• QR warranty certificate: Issued for each repair for reference in any warranty claim.

Cases that void the maintenance warranty:

• Physical damage, breakage, or a drop after the repair.
• Liquid or moisture ingress (for repairs not related to liquid damage).
• Opening the device, tampering with it, or repairing it at another party after it leaves us.
• Removing, altering, or tampering with the warranty (QR) sticker.

To make a warranty claim, the device is returned for inspection, and we re-repair it or replace the part as appropriate. If the fault is fundamental, cannot be repaired, or recurs after being repaired, the customer has the right to choose between an exchange for a sound part or a refund of the repair amount under the Consumer Protection Law, without being obliged to accept repeated repair attempts.

Device ownership acknowledgment: By requesting the maintenance service, you acknowledge that you are the owner of the device or authorized by its owner to repair it. OMIXUS has the right to request proof of device ownership before performing the service, and it has the right to refuse or stop service for any device proven or suspected to be stolen or lost, without any liability whatsoever. We do not record the device's International Mobile Equipment Identity (IMEI) number or serial number as part of this procedure.

If you request to begin performing a maintenance service before the seven-day period expires, you thereby agree that the right of rescission lapses with respect to the performed portion of the service, while your right to warranty and to the repair of any defect in the performed work remains.

• The customer bears the cost of reshipping the product in cases of return due to a change of mind (rescission within 7 days), whereas OMIXUS bears the cost of return in cases of a defective or non-conforming product or an error in the order.
• The returned product is inspected before a refund or exchange is approved to verify that it conforms to the conditions of this policy.
• The returned product is not accepted if it shows signs of use or damage that was not present at the time of delivery.

For any complaint related to a product or service, contact us first via WhatsApp +966570984090 or email [email protected], and we will work to resolve it as soon as possible. If a satisfactory resolution is not reached, you have the right to file a complaint with the Ministry of Commerce through the "Commercial Report" application or the unified number 1900.

These terms are supplementary to your statutory rights and do not cancel them. In the event of any conflict between this policy and the E-Commerce Law or the Consumer Protection Law in Saudi Arabia, the law applies. The Arabic version is the authoritative reference. OMIXUS reserves the right to update this policy, and any amendment is announced on this page.

This policy is subject to the laws of Saudi Arabia, and the competent judicial and administrative authorities in the Kingdom have jurisdiction to settle any dispute arising from it, without prejudice to your right to escalate to the Ministry of Commerce through a Commercial Report or the number 1900.

Last updated: June 4, 2026

For inquiries about returns, exchanges, or warranty: WhatsApp +966570984090 / email [email protected]