Exchange and return policy
Receiving the shipment from the shipping company is considered an acknowledgment from the customer that the shipment (carton) is intact and in good condition and has not been opened before receipt.
1- The customer has the right to return or exchange the products within (7) days from the date of receipt in the following cases: -
The product was shipped with a product that does not match the order.
The product that was found to have a manufacturing defect.
The product must be returned in the same condition in which it was received, with all its accessories and original packaging, and must not be under any of the conditions in which the customer is not entitled to return or exchange the product.
2- The customer has no right to return or exchange the products in the following cases: -
After more than 7 days from the date of receipt of the product.
If the product is used or damaged first, it must be in its original condition upon receipt.
Damaged products covered by the manufacturer's warranty.
Products with tampered or removed serial numbers.
Products without tags, original packaging, or missing any accessories.
All products that clearly state that this item cannot be returned or exchanged.
All computer accessories.
Devices modified according to the customer’s desire (laptops – desktops – servers – gaming devices), as the site allows modification of some products based on the customer’s request.
Customer Assembled Desktop Gaming Consoles (Assemble Your Device).
Computer software is completely non-returnable.
A colored dot or a colored or dead pixel (black - red - green - white - or any other color) is not considered a defect or manufacturing fault if it is less than 4 dots. Replacement and return are made if there are 4 dots or more according to the agent’s terms and warranty.
3- Mechanism for requesting a return or replacement of a product: -
The customer must contact the customer service team by calling 011 2034368 during working hours from 9:30 am to 10 pm from Saturday to Thursday or sending an official email to [email protected]. The return or exchange request must not exceed 7 days from the date of receipt and they must be provided with all your invoice information and the reasons for the return or exchange. The request will be submitted to the relevant team for review and response regarding your request.
After receiving the product to be returned or exchanged, the specialized team from Dhi Al-Ulya Information Technology Company conducts a complete technical examination of the product and ensures that it meets the packaging conditions and that all its supplies and accessories are present and meet the return or exchange conditions. The request is submitted to the competent department for approval/rejection of the return or exchange.
If the customer requests a replacement product, he will be given a new replacement product and the customer will not bear the return or shipping costs (according to the shipping and delivery policy).
The customer does not want a new product and requests a refund. The full amount paid will be refunded to the customer, whether for the product, shipping, or any other fees (according to the refund policy).
If the product is found to be defective or damaged due to misuse or connecting the electricity to the wrong voltage, the returned product will be considered not to meet the above conditions and will be out of warranty (a report from the authorized maintenance agent will be brought to prove this).
The product to be returned or exchanged can only be returned to Dha Al-Ulya Company through our authorized shipping service providers or in person to the company’s headquarters in Riyadh.
One of our authorized shipping service provider representatives will contact you to set an appointment to receive the product to be returned or exchanged within 2 to 10 business days from the date of response to your request to return the product from the company's customer service team.
4- Products that do not meet the above conditions: -
If the customer requests to repair the product due to misuse or incorrect electrical connection, he will be informed of the repair costs and paid before starting the process, along with bearing the return and shipping costs of 79 riyals.
If the customer does not wish to repair the product because it does not meet the conditions for return or exchange or is out of warranty, the customer will bear the return and shipping fees of 69 riyals.
