Return and exchange policy
Dear customer,
We at Youssef Abdulwahab Al Mousa Establishment will be happy to meet your desire to return or exchange any unwanted or unused product, provided you review our return and exchange policy. Once you use the website, you will be obliged to follow the terms and conditions.
Order cancellation
Order cancellation by Youssef Abdulwahab Al Mousa Establishment reserves the right to cancel the order for any of the following reasons:
Rejecting/ not accepting the payment process
Customer delay of more than one hour for payment through Sada system for payments.
If the delivery address provided by the customer is incorrect or contact information is wrong or unable to reach the customer.
Youssef Abdulwahab Al Mousa Establishment has the right to cancel cash on delivery orders if the customer postpones or does not respond.
Customer/Client absence or delay in receiving the order for more than 7 days for an online paid order (online) for "pick up from the showroom" service.
Customer/Client absence or delay of more than 48 hours to receive the order when choosing to pay at the showroom for "pick up from the showroom" service.
Customer-initiated order cancellation:
To proceed with order cancellation, you must contact us first.
You can cancel your order for any of the following reasons:
If the order has not been delivered or shipped to you.
If canceled after shipping or sending the order, a cancellation fee will be imposed.
We reserve the full right to match the time your order was shipped with the time you sent the cancellation request.
We cannot provide/deliver the requested product/service within a reasonable period of 20 days from the date of order confirmation.
If there is a defect or flaw in the product.
Returns, exchanges, and refunds
In case of a manufacturing defect in the product, you can within 5 days of receiving the product request a "refund/return" to return the product to Youssef Abdulwahab Al Mousa Establishment.
If there is a manufacturing defect or technical malfunction during the exchange period, please contact customer service at 0558100103 and report the malfunction so we can contact the agent to send a technician and send us a report.
You will be contacted within 48 hours of receiving the report.
For faster service, you can contact the agent with the purchase invoice.
Note: The product may differ from the image shown and be approximate on the site regarding size, color shade, or specifications.
If returning the product due to a defect or flaw from the manufacturer or incorrect/damaged delivery, no additional shipping or bank transfer fees will be charged.
For other reasons (customer needs to exchange the product or change of customer’s desire), the customer will be charged a download and upload fee of 6% of the invoice value with a minimum of 150 riyals.
Shipping fees will be charged to the customer.
When preparing to return the product, it must be in its original condition with all accessories, instruction booklet, and original packaging.
We do not accept returns of products with torn or missing cartons, damaged internal contents, or scratched or damaged due to misuse or malfunction caused by using incompatible voltage.
We reserve the right to approve or reject returns that do not meet the above criteria.
Any opened box returned or exchanged will be subject to the following deduction:
Laptops, desktops, tablets, and mobile phones 35%
All other products 30%
Exclusions
Software and video games are non-returnable.
In accordance with public health and hygiene laws, we do not accept returns of health and beauty products (shaving devices, hair removal devices, oral and dental care devices, etc.), and they are non-exchangeable or refundable unless there is a manufacturing defect within 3 days.
Mobile phones, computers, and gaming devices are non-returnable or exchangeable or refundable, except if there is a defect or malfunction within 3 days.
Printers, fax machines, copiers, supplies, and accessories are non-returnable or exchangeable or refundable, except if there is a defect or malfunction within 7 days.
Gift products cannot be returned or exchanged.
Any opened box returned or exchanged will be subject to the following deduction:
Laptops, desktops, tablets, and mobile phones 39%
All other products 30%
Basic conditions and requirements for exchange of any item:
Must attach the original purchase invoice.
The item to be exchanged must be in its original condition, unused, with all packaging accessories.
Exchange within 5 days from the invoice date at the latest, observing the above conditions.
If the exchange is at the customer’s request, the customer bears the shipping costs if applicable.
Basic conditions and requirements for returning any item:
Must attach the original purchase invoice.
Return within 5 days from the invoice date at the latest, observing the above conditions.
The device must be in its original unopened condition as purchased.
If there is a manufacturing defect in any product, you must contact Youssef Abdulwahab Al Mousa customer service and report the malfunction to enable us to contact the agent to provide a written report confirming the defect.
We will then contact the customer within 48 hours of receiving the report.
Dear customer, if there are faults in the product during the warranty period, contact customer service at 0558100103.
Personal care devices cannot be exchanged or returned.
If the customer does not receive the goods within 15 days of the invoice date, the establishment has the right to cancel the sale order (invoice), and the amount will be credited to the customer’s account.
The customer cannot exchange, return, or refuse to receive the product if the model has expired according to the specifications and standards authority, due to the establishment’s inability to resell the product to another customer.
The warranty is the agent’s warranty, not the establishment’s, and it does not cover misuse caused by the customer.
If the return is at the customer’s request, the customer bears the shipping costs if applicable, observing the above conditions.
Payment methods:
Apple Pay:
Payment via Apple Pay guarantees you a safe shopping experience on our website. If the customer requests a refund, a 4% fee of the purchase value will be deducted from the credit card.
Mada Card:
Payment via Mada ATM card guarantees a safe shopping experience on our website. We accept Mada cards. Please enter all payment information in English. If the customer requests a refund, a 3.5% fee of the purchase value will be deducted from the Mada card.
Credit Card:
We guarantee the protection of your credit card number thanks to the latest electronic encryption technologies, ensuring a safe shopping experience.
Currently, we accept Visa and MasterCard.
No additional fees are added when paying with a credit card.
Please enter all payment information in English.
If the customer requests a refund, a 3% fee of the purchase value will be deducted from the credit card.
Cash on delivery:
We accept cash payment upon delivery as an alternative to using a credit card.
Using this method, you can pay cash upon receipt of the products ordered, with an additional fee of 29 riyals for this service.
Please note that cash on delivery orders are only within Al-Ahsa.
Youssef Abdulwahab Al Mousa Establishment reserves the right to cancel cash on delivery orders if the customer postpones or does not respond.
Tabby, Tamara (installments):
Installment fee of 11%.
Warranty, maintenance, and repair
Products sold by us are covered by the manufacturer’s warranty for two years.
The warranty begins from the date of purchase.
The warranty is the agent’s warranty, not the establishment’s, and it does not cover misuse caused by the customer.
You must read the owner’s manual before using the product to ensure it meets safety, security, and local electrical standards.
All electrical devices we sell are designed to operate on 220-240 volts unless otherwise specified.
If you do not have the appropriate power supply to operate the product with this voltage/source, we advise you not to use the product.
Products damaged due to using an incorrect power source will not be accepted under the manufacturer’s warranty terms.
All products sold in our showrooms have passed quality checks and are ready for use upon shipping.
If there is any problem with the product after 5 days of receipt, we advise you to contact the authorized factory center in Saudi Arabia for repair.
You can also contact us to find authorized service centers, their locations, and contact methods.
Conditions and terms for air conditioner installation
If there are split air conditioners with installation on the invoice, each unit includes one hole plus the copper supplied by the authorized agent. Any additional holes will cost 90 riyals per meter.
For duct or cassette air conditioners, the extra meter costs 120 riyals, provided the following conditions are met:
Electricity is available at the installation site, and the wall is non-concrete.
If there is a concrete wall or ceiling, the customer must drill it themselves.
The height of the outdoor unit’s bracket should not exceed 3 meters from the ground.
If the installation site does not meet safety standards, the customer will be informed, and installation will be at the customer’s risk if they wish to proceed, with the customer signing a responsibility form.
Installation does not include (removing and installing the old air conditioner, electrical wiring, civil works, water drainage).
The warranty for air conditioner installation is 3 months from the installation date.
If the customer wishes to purchase brackets or rails, they must inform and pay for them at the time of installation.
If there is an old air conditioner at the installation site, the customer bears the cost of removing it.
If a lift is needed to raise the outdoor units to the roof, the customer must transport them to the roof themselves.
For window air conditioners, the installation site must be completely clear and have the internal wooden frame.
The opening height should not exceed 2 meters from the ground.
If the opening height is higher, the establishment is not responsible for installation, especially if there is no electricity directly next to the opening.
After installation, the device is under the warranty of the agent, who will handle all maintenance and repairs during the warranty period.
Warranty according to the agency’s terms, and the warranty is void if the original invoice is lost.
Technical department:
Replacement or return is allowed only for mobile phones, tablets, digital and professional cameras under the following conditions:
Replacement and return within 48 hours only from the purchase date.
The purchase invoice must be provided.
The item to be exchanged or returned must be in the same condition as when purchased and in its original packaging.
Device warranty according to the warranty card attached with each device.
