- Provide the original invoice or your order number when purchasing.
- The purchase period should not exceed 3 days.
- The return policy applies to all new products only, provided that the product is in its original packaging and in the same condition as when purchased, and has not been used, benefited from, or ever used.
- The customer bears all costs of returning the product to the store's headquarters located in Riyadh if there is no problem with the product.
- The cost of shipping the product to the customer's location, which is (according to the registered shipping company's rate) (the value that our store bears for free shipping to the customer in case of receiving the product or not receiving it), is deducted from the customer's account if the customer does not want the product. The amount is returned within 7-24 working days after the store receives the product and confirms that it is in its original condition, using the same payment method that was used by the customer, with the deduction of Mada, Tamara, and Visa commissions because we are unable to recover them from them.
- If the customer receives a product that does not conform to the specifications or colors mentioned in our store, the store will bear all costs of returning the product and will refund the customer the full amount if he does not wish to exchange it.
- Any products ordered with special specifications for the customer (such as rooting, jailbreaking, or any requests related to device programming or special modifications) will not be returned and will void the warranty.
- The warranty is selected by the user at the time of purchase (two years, no warranty). Upon purchase, the customer chooses the warranty that best suits their needs. The warranty does not cover the battery in used devices, as it is a consumable part. Similarly, it does not cover OLED or Super AML screen printing, as these are also consumable parts and their lifespan depends on usage. The warranty is void if the device sustains any damage to the sides, back, or front. A special discount will be offered to the customer based on the warranty chosen.
- The Souq Gallery warranty is for two years (replacement or maintenance) (replacement is allowed only once if the device cannot be repaired).
- Golden Gallery Market Guarantee (Two years replacement or comprehensive maintenance including screen breakage). The screen will be replaced only once in case of breakage and includes the screen only + discount on other spare parts.
- The warranty for replaced and used devices is only one month, while new devices have a one-year warranty.
- If a device is requested for maintenance and is not received within 3 months, the customer has no right to inquire about the device.
- The warranty is void if the device is serviced outside of our store.
- When ordering the device with root access, the device will be unpackaged for rooting (therefore, if the customer wishes to cancel the purchase, 30% of the product value will be deducted because the packaging has been opened and the device will be sold as used).
- When a deposit is paid and the order is cancelled before the time required to provide the item has expired, the customer is not entitled to claim the deposit (the required time is 6-14 working days), excluding weekend holidays.
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- Smartwatches that support the electronic chip support the Kingdom's frequencies, and the customer is not entitled to retrieve the watch used if the service is disrupted by the telecommunications companies, or is suspended or blocked.
- We have no connection to international customs duties between countries and we cannot bear them.
- When a customer purchases a pre-ordered product and cancels the order before the end of the delivery period, the customer is entitled to a refund of only 70% of the order value.
- The warranty does not cover the following: (misuse, frame drops (in a specific game only, and in another game where there are no frame drops), heat due to using the device for games for a period exceeding fair use, using the device in an area with high humidity (especially with devices that have a cooling fan)
- The warranty covers (battery (in fair use), camera problems, screen problems, charger problems, connectivity problems, heat problems (in fair use))
- There are no returns for devices that were sold defective and the customer was warned before purchasing them that they were defective.
- The screens are guaranteed for 24 hours when installed outside the store, and the guarantee only applies if installation is not completed (screen testing before installation).
- The screens are guaranteed for one month when installed in the store.
- Since Visa, Mada and Tamara do not refund their commissions if the order is cancelled by the customer, we cannot refund Tamara, Visa and Mada commissions to the customer.
- If the order is cancelled by the customer, the refund will take 7-24 business days.
