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Return & Exchange Policy

Dear Customer,

You can return or exchange your newly purchased product within 7 days from the purchase date or the delivery date (for home delivery products) only if it is unused and in its original condition, attached with the original/electronic invoice and according to the following terms and conditions:

Product Condition Return & Exchange Policy
The product is with the original packing, sealed and unopened. Return and Exchange is accepted for all products (Except for the excluded products)
The product is not working due to manufacturing defect.
  • Return and Exchange is accepted for all products (Except for CDs, Code Cards and Inks)
  • The original box, Information booklet and all other accessories must be returned too, in addition to any other gifts, gift cards or any other offers that might have been included with the purchased product.
The product’s original box was opened, and the original seal was removed, but the product is still unused. The return or exchange of the product is accepted after deducting the following percentages:
  • 30% from the value of Mobiles, Computers, Laptops, Tablets and Smart Watches. In addition to all digital and computer accessories.
  • 15% from the value of any other product.
  • The original box (without any damage), Information booklet and all other accessories must be returned too, in addition to any other gifts, gift cards or any other offers that might have been included with the purchased product.

Payment Refund Duration and Method:

  • Paid amounts will be refunded with the same original payment method.
  • Credit Card refunds might take 7 to 14 working days to be processed according to the customer’s bank

Excluded Products:

We apologize that we will not return or exchange the products utterly for the below cases only:

  • The product has been used
  • The product has been installed
  • The products that are broken down or defective due to misusage (E.g. fracture, scratching, misuse, etc.), and will be determined based on the product check that will take place by eXtra team
  • Personal Care Products
  • Games and Computer Software
  • Inks and Printing Papers
  • Smart Cards and Vouchers
  • Extra Service that include Software or Codes for Computers or Mobiles

General Terms:

  • Products purchased by Installment program cannot be returned, they can be only exchanged with other products of the same value or higher
  • Customer will be charged for 100 SR for delivery fees in case of returning a product that was received through home delivery, unless the product had a manufacturing defect based on the technical report by eXtra team.
  • In case if the included gifts are used, we apologize that we will not return or exchange the product.

In order to serve you better and provide a pleasant shopping experience, please note eXtra Online Return & Exchange Policy:

In case you are not satisfied with your product(s), or the product(s) is defective, within 14 days from the date you receive your order, you can request a "Return Material Pre-Authorization" to return the product(s) to eXtra.

Exclusions:

  • Software, video games are non-returnable.
  • Due to hygienic reasons Health & Beauty products (shavers, epilators, oral/ dental care…) are not subject to any return, replacement or refund, unless found defective within (14) days.
  • Mobile phones, computers, gaming devices are not subject to any return, replacement or refund, unless found effective within (14) days.
  • Any activated Data SIMs and routers are not subject to any return or refund unless found effective within (14) days.
  • Printers, faxes, copy machines, supplies and accessories are not subject to any return, replacement or refund, unless found effective within (14) days.
  • Any open box return or exchange will be subject to the following deduction:
    • 30% on Mobile Phones, Laptops, desktops & tablets.
    • 15% on all other products

Please contact us to obtain Return Material Pre-Authorization (RMPA) before processing a return. "RMPA" are valid for (14) days from date of issue.

In the event of a return as a result of product malfunction or manufacturing defect, damage upon delivery or delivery of the wrong product, customer will not be charged for any shipment fees or/and Bank transfer fees (29 SR). In case of returns for other reasons (i.e. customer needs an exchange or customer changed his mind) shipment fees or/and Bank transfer fees will be charged to the customer.

While preparing for a return, product must be in its original packing with full set of accessories and manuals included. We do not accept return of products which have scratches, are damaged as a result of misuse, or malfunction due to wrong voltage connection. At our sole discretion, we may consider returns that do not satisfy the above criteria.

To process physical return of product(s):

  • If you have received your product(s) from eXtra delivery team, please contact us.
  • If you have received your product(s) from SMSA, you can use SMSA courier services.
  • If you have collected your product(s) from one of our store, you must proceed to the same store.

Any physical return must be accompanied with a valid "RMPA" number. "RMPA" number must appear on shipping document. Failing to do so will delay process and can invalidate the return.

Once we have received the unit back, we will process inspection for replacement or refund. Following inspection by our technician on product packing condition, complete accessories set and product technical check, line manager will approve/reject return for replacement or refund.

Replacement product will be shipped / handed-over to you following the mode of return and location selected. We will not replace a product with a different model, unless stock of original product is not available. In such circumstance, we will request your permission before processing.

In case of refund, repayment will be calculated at product prevailing price after deduction of any return non-compliance fees (details listed on "RMPA" form). The settlement of a refund will be affected once the bank has refunded the money, which is the next billing cycle from the date of approval of the return (refund will take up to 14 working days).

In the event of a return as a result of product malfunction or manufacturing defect, damage upon delivery or delivery of the wrong product, customer will not be charged for any shipment fees or/and Bank transfer fees (29 SR). In case of returns for other reasons (i.e. customer needs an exchange or customer changed his mind) shipment fees or/and Bank transfer fees (29 SR) will be charged to the customer.

In case of payment settlement by SADAD, the refund will be processed from extra to customer account by form of bank transfer upon compliance to the above conditions.