Defect or mismatch
| Claim reason | What you may request |
|---|---|
| Different product or undisclosed defect | Open a claim and review appropriate handling per situation and applicable rights |
| Shortage or damage during transport | Document the incident and handle it per shipping responsibility |
| Defect requiring exchange or refund by law | The right is not automatically limited to repair, and store credit is not imposed |
Article 15 of Yemen Consumer Protection Law No. 46 of 2008 is observed: refund or exchange of the product value when a defect appears within ten days of purchase, with proof of purchase and that the defect is not caused by misuse, storage or keeping, subject to application controls.
This period is not the end of all warranty or hidden defect rights.
Voluntary withdrawal without defect
| Product type | Period | Basic condition |
|---|---|---|
| Used laptop in seller governorate | 3 calendar days | In received condition with accessories and without new damage |
| Used laptop to another governorate | 7 calendar days | Same conditions, with return request registered within the period |
| New sealed laptop | 7 calendar days for exchange to another model | Factory seal intact, box intact and alternative available |
Opened new devices are not covered by the change-of-mind service; defect and mismatch rights remain.
The withdrawal table does not grant a general monetary right for sound new devices. If a suitable alternative is unavailable, we offer a settlement you approve without forcing a product.
Registering the request within the period is sufficient, then returning the shipment according to the agreed schedule and instructions without undue delay; arrival to us within the registration period is not required.
Special documented supply or delivered/activated digital content may be excluded if the exclusion was disclosed before approval and is valid. The exclusion does not affect defect rights, and every standard upgrade is not a special order.
The following periods are an additional commercial service and start from proven actual receipt.
Steps to submit a claim
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1
Submit the request: send the order or invoice number, product name and claim reason to customer service.
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2
Complete information: we request specific photos, description or required inspection. Remote diagnosis alone does not close the claim if device inspection is still needed.
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3
Return the product with us: we define the return method, receiving party and follow-up reference, and document condition and accessories upon receipt.
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4
Review the outcome: we explain inspection result, decision reason and any monetary difference, then implement the accepted handling. You may object through customer service.
Return costs and product condition
| Condition | Who bears the cost |
|---|---|
| Proven defect, mismatch or transport damage our responsibility | We bear necessary shipping costs to handle it |
| Voluntary withdrawal without defect | Customer bears return shipping; replacement shipping cost is disclosed in advance |
| New damage or missing accessories | Documented, assessed and its impact explained before settlement, with right to object |
Pack the product securely and return received accessories.
We do not apply arbitrary deduction or usage ratio on a defect that legally requires refunding value.
Price differences and refunds
| Settlement item | Rule |
|---|---|
| Higher-priced alternative | You pay the agreed difference |
| Lower-priced alternative | You receive the difference or choose store credit; credit is not imposed |
| Refund window | 3–5 business days from claim acceptance, required inspection completion and refund details verification |
| Refund currency and method | In the payment currency and via the original method when possible, or another agreed method after verification |
| Using more than one payment method | We clarify distribution of the refunded amount between methods |
We send inspection result without undue delay. In case of technical or financial delay, we explain the reason, updated date and continue handling.
We do not ask for a wallet PIN or password to refund money.
Discounts and points on return
Settlement is calculated on the amount paid for the product after discounts. A promotional discount that was not originally paid is not refunded in cash.
For partial returns, we clarify the product share of discount and shipping, and prevent duplicate refund of an already refunded amount.
When points or coupons are activated, they are handled per settlement terms announced at order time for the cancelled or returned portion. Points are not automatically converted to cash.
Account suspension or a separate reward dispute does not prevent a valid claim.
Your data inside the device
Copy important files, sign out and remove activation locks before returning whenever possible.
If a fault prevents this, tell us to determine an appropriate procedure. Handing over the device does not grant general consent to view or erase files without a stated need and appropriate approval.