Digital Products Return and Exchange Policy
In accordance with the Saudi E-commerce Law and its Executive Regulations, digital products offered on our store—such as digital cards, subscriptions, and codes—are categorized as non-returnable and non-exchangeable due to their unique nature.
This policy is designed to protect both the store and the consumer, clearly defining the conditions under which a return or exchange may be considered.
1. General Provisions
- Final Sale: All sales of digital products (e.g., top-up cards, game codes, subscriptions, etc.) are considered final and are not eligible for a refund or exchange once the purchase is completed and the customer has received the product.
- Customer Responsibility: The customer is fully responsible for ensuring that the product they purchase is compatible with their device, account, or geographical region before completing the payment.
- Legal Exemption: This policy falls under the exceptions outlined in Article 9 of the Saudi E-commerce Law, which states that a consumer's right to cancel a contract does not apply in specific cases, including "if the contract involves the purchase of software downloads via the internet."
2. Permitted Returns and Exchanges
A return or exchange will only be accepted in the following limited circumstances:
- Delivery Error: If the store sends a digital product that is different from what the customer ordered, we will be responsible for replacing it with the correct item.
- Technical Defects: If the digital product has a proven technical defect (e.g., a damaged or invalid code), the customer must contact us within 48 hours of receiving the product. Our technical support team will verify the issue. If the defect is confirmed, the consumer is entitled to a replacement product or a full refund.
3. Rejected Returns and Exchanges
A return or exchange will not be accepted under any of the following conditions:
- Change of Mind: The consumer is not entitled to a refund or exchange if the reason is a "change of mind" after the purchase has been made.
- Incompatibility: We will not refund or exchange a product if the reason is the code's incompatibility with the customer's device, account, or geographical region.
- Misuse: We are not responsible for any issues resulting from the customer's misuse of the product, such as entering the code incorrectly or attempting to use it on an unsupported platform.
- Used Codes: Any code that has been successfully redeemed cannot be exchanged or refunded, regardless of the reason for the request.
4. Reporting an Issue
- If you encounter a technical problem with a code, please contact us via the channels listed on our store.
- Provide your order number and clear photos or a video showing the issue you are facing when trying to redeem the code.
- We will review your request and verify the problem. If a technical defect is confirmed, the issue will be resolved immediately by providing a replacement code or a refund.
