سياسة الاستبدال والاسترجاع

First: Store Identity

• Trade name: Omixus
• Registered legal name: Omixus Establishment
• Registered address: Riyadh, Al-Khaleej District – city of Riyadh, Kingdom of Saudi Arabia
• Unified National Number: 7034447743
• Verified on Maroof: maroof.sa/businesses/details/373171
• Contact channels: Maintenance WhatsApp +966570984090, business administration +966507666005, email [email protected]

Second: Scope of This Policy

This policy covers two distinct tracks whose provisions differ and must be distinguished:

• 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. Performed maintenance services are not subject to the product return provisions; they are governed by the warranty as set out in Section Nine.

Third: Prices

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

Fourth: Right to Return Products Within 7 Days (Contract Cancellation)

You have the right to cancel the product purchase contract and recover what you paid within 7 days from the date you receive the product, in accordance with Article Thirteen of the E-Commerce Law, provided that you have not made use of the product or obtained any benefit from it. Acceptance of the return is subject to the following:

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

This right is separate from and independent of your rights relating to defective products set out in Section Seven, which remain in force regardless of the seven-day period.

Fifth: Exchange

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 prohibition on activation remaining in place for sealed categories in accordance with Section Six). If there is a price difference between the returned product and the replacement product, the differences are collected or refunded via the original payment method. The replacement product is in turn subject to the same return and exchange conditions from the date it is received.

Sixth: Cases Excepted from Return and Exchange

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

• Activated or used devices: mobile phones or devices that have been switched on, activated, or benefited from, because they cannot be returned to their 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 activated.
• Accessories sealed for hygiene reasons after breaking their seal: such as earphones, earbuds, and screen protectors.
• Products designed or prepared specifically to your request: such as devices with custom settings, custom engraving, or special orders made to your specifications.
• Products composed of several items that have been combined such that they cannot be returned to their original condition in which they were delivered.
• Perishable products during the cancellation period.
• Products purchased at a public auction.
• Performed maintenance services: not subject to the right of cancellation after being performed; you retain the right to warranty and the repair of any defect in accordance with Section Nine.

The exceptions above do not cover defective products or products not conforming to the agreed specifications; these remain covered by your full rights as set out in Section Seven.

Seventh: Defective or Non-Conforming Products

If the product proves to be defective or non-conforming with the agreed specifications, you have the right to claim one of the following remedies in accordance with the Consumer Protection Law, regardless of the seven-day period and the excepted cases in Section Six:

• Repair free of charge.
• Exchange for a conforming, sound product.
• Full refund of the amount paid.

This is subject to presenting 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.

Eighth: Refund Method and Period

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

• The amount is returned by 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 payments 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’s condition is verified, pursuant to the Implementing Regulation of the E-Commerce Law; the time for the amount to appear in your account may vary depending on the procedures of the bank or payment provider.

Ninth: Maintenance Services – Non-Refundable and Covered by Warranty

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

The following principles apply to the maintenance service:

• No-fix = no-pay policy: if the agreed fault cannot be repaired, no repair fee is charged, on-site diagnosis is free, and the customer is notified of the final price in writing before work begins.
• Repair in front of the customer: the work is carried out in the customer’s presence and the device does not leave their line of sight.
• Part type declared in advance: before the work, the customer is given the choice between an original part (OEM) or a guaranteed replacement part, and its type is recorded on the invoice. Replacement parts may differ in brightness, color tone, or some characteristics from the original part.
• QR warranty certificate: issued for every repair for reference in the event of any warranty claim.

Cases in which the maintenance warranty lapses:

• Physical damage, breakage, or a drop subsequent to the repair.
• Liquid or moisture ingress (for repairs unrelated to liquid damage).
• Opening the device, tampering with it, or repairing it at another party after it leaves us.
• Removing the warranty label (QR), changing it, or tampering with it.

To claim the warranty, the device is returned for inspection and we re-perform the repair or replace the part as appropriate. If the defect is fundamental, cannot be repaired, or recurs after being repaired, the customer has the right to choose replacement with a sound part or a refund of the repair value in accordance with 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 are authorized by its owner to repair it. Omixus has the right to request proof of device ownership before performing the service, and also has the right to refuse or halt service for any device that is 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.

Tenth: Products That Include a Maintenance Service

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

Eleventh: General Return Conditions

• The customer bears the cost of reshipping the product in change-of-mind returns (cancellation within 7 days), while Omixus bears the return costs in cases of a defective or non-conforming product or an error in the order.
• The returned product is inspected before approving the refund or exchange to confirm its conformity with the conditions of this policy.
• A returned product is not accepted if it shows signs of use or damage that did not exist at the time of delivery.

Twelfth: Complaints Mechanism

For any complaint relating to a product or service, contact us first via WhatsApp +966570984090 or email [email protected] and we will work to address 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 (hotline 1900) via the “Commercial Report” (Balagh Tijari) application or the unified number 1900.

Thirteenth: Final Provisions

These terms supplement 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 the Kingdom of 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 via this page.

This policy is subject to the laws of the Kingdom of Saudi Arabia, and the competent judicial and administrative authorities in the Kingdom have jurisdiction to adjudicate any dispute arising from it, without prejudice to your right to escalate to the Ministry of Commerce (hotline 1900) via Commercial Report (Balagh Tijari) or the number 1900.

Last updated: 4 June 2026

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