1. Scope
This Refund & Return Policy applies to all products purchased from TawasulTech for Commercial Services Co. ("TawasulTech," "we," "our," "us") through our website, showrooms, or authorized sales channels within the Kingdom of Saudi Arabia. This Policy should be read together with our Warranty Policy and Terms of Service.
2. Return Eligibility
Customers may request a return, exchange, or repair where:
- New products, within seven (7) days of delivery: the product is confirmed Dead-on-Arrival (DOA) or has a manufacturing defect present at delivery (DAP);
- Refurbished, renewed, or pre-owned products, within two (2) days of delivery: the product has a confirmed manufacturing defect;
- The delivered product materially differs from its description;
- The wrong item was delivered; or
- The product arrives visibly damaged during shipment.
No change-of-mind returns, exchanges, or refunds are accepted on any product, new or refurbished, at any time.
3. Submitting a Return Request
Return requests should be submitted as soon as reasonably possible after discovery of the issue, and always within the timeframes in Section 2. Customers should retain, and be ready to provide:
- Sales invoice;
- Delivery confirmation;
- Original product packaging; and
- Serial number or IMEI information.
4. Refurbished Products
Refurbished, renewed, and pre-owned products are sold with a disclosed cosmetic grading. Minor cosmetic imperfections consistent with the disclosed grading classification do not constitute grounds for return, refund, or replacement.
5. What Is Not Covered
The following are not grounds for return, exchange, or refund under this Policy:
- Change of mind, no-longer-wanted, or found-a-better-price requests;
- Cosmetic wear disclosed at the time of sale (refurbished/pre-owned grading);
- Damage occurring after delivery due to customer use;
- Devices with removed, altered, or tampered IMEI/serial number labels;
- Software issues caused by third-party applications, unauthorized modifications, or unofficial firmware.
6. Inspection Process
All returned products are subject to technical inspection by TawasulTech upon receipt. No refund, replacement, or repair is processed until this inspection is complete. If inspection confirms the reported defect, TawasulTech may, at its discretion:
- Repair the product;
- Replace the product; or
- Provide a refund.
TawasulTech will notify the customer of the outcome of the inspection.
7. Customer-Induced, Physical, or Liquid Damage
Products found upon inspection to be damaged due to misuse, neglect, unauthorized modification, accidental/physical damage, or liquid exposure are not eligible for refund, replacement, or free repair. In this case:
- The claim will be declined as a DOA/DAP or manufacturing-defect claim;
- The customer will be responsible for return and re-delivery logistics charges; and
- The customer will be responsible for the cost of repair, if the customer chooses to proceed with a paid repair.
If the customer does not authorize a paid repair, the device will be returned in the condition in which it was received, subject to the customer covering return logistics charges.
8. Refund Processing
Approved refunds are processed using the original payment method whenever reasonably possible. Processing times may vary depending on the customer's bank, payment provider, and applicable regulatory requirements. Shipping and handling charges already incurred are non-refundable except where a return is due to TawasulTech's error (wrong/defective item).
9. Order Cancellations
Orders may be cancelled free of charge before shipment. Once an order has been dispatched, a cancellation request will be treated as a return request and processed in accordance with this Policy.
10. Complaint Resolution
Customers may submit complaints through the channels published by TawasulTech (see Section 12). Complaints will receive a tracking or reference number and will be reviewed in accordance with our internal complaint-handling procedure. In line with Ministry of Commerce guidance, customers will be informed of the outcome of their complaint within thirty (30) days of submission.
11. How to Start a Claim
To start a return, exchange, or defect claim, contact us with your order/invoice number and a description of the issue:
Email: service@tawasul-tech.com Phone: +966 920018051
Please do not send the device back before receiving return instructions from our team.
12. Your Rights
Nothing in this Policy limits any right you hold under the consumer protection laws and regulations of the Kingdom of Saudi Arabia. If you are not satisfied with the outcome of a claim, you may escalate it through the Ministry of Commerce's Commercial Report app or toll-free number 1900.