Return Policy

Replacement and Return Policy for System Products

The customer has the right to replacement and return in case of discrepancies in commercial data, price differences before purchase, fraud, or deception. The customer is also entitled to return or replacement in case of software preparation failure, a manufacturing defect in the software structure that cannot be repaired, or exceeding the agreed-upon activation and configuration duration mentioned in the contract.

Replacement and Return Policy for Other Products

The customer can return or replace a new product within 3 days of purchase and replace it within 14 days, provided the product is unused and in its original condition, along with the original purchase invoice, and according to the terms and conditions:

• Any opened box returned or replaced will be subject to the following deduction:
  • 30% on all products.
• If the reason for the return is due to a defect, manufacturing fault, damage during delivery, or delivery of the wrong product, the customer will not bear any fees.
• If the reason for the return is other reasons (e.g., exchange request or change of mind), the customer will bear shipping fees (100 SAR) in addition to the 30% deduction if the box is opened.
• Receiving the shipment from the delivery company is considered acknowledgment of the product’s condition and lack of defects.
• Maintenance and shipping fees are non-refundable.

When preparing for return, the product must be in its original packaging with all accessories and user manual. We do not accept the return of scratched or damaged products due to misuse or faults caused by incorrect voltage connection at our discretion.

Immediate Replacement for Products with Manufacturing Defects

Arab Sea Information Systems Company will replace devices with manufacturing defects (non-software-related) within 3 days of purchase under the following conditions:

• The device must be free of scratches or misuse.
• The original box with all accessories and user manuals must be provided.
• A report from the authorized maintenance agent may be required before replacement.

Notes

• The agreement between the two parties is based on the signed contract and verbal agreements are not accepted for return or replacement.
• The customer must provide evidence for the reason to return the program.
• The company is not responsible for any verbal agreement between the representative and the customer.
• The customer has the right to receive a detailed quote of the services provided, including prices, installation period, training hours, and maintenance.
• The customer has the right to request a free trial version of the program before purchase.

Replacement Policy

The customer can replace the program within the company’s program framework, bearing the price difference before installation, administrative fees, and the subscription period spent on the first program.

Steps to Submit a Return Request

If the customer wishes to request a subscription refund under the policy outlined above, please follow these steps:

• Ensure eligibility for the request according to the refund policy outlined above.
• Submit a letter addressed to Arab Sea Information Systems Company, explaining the reason for the return based on the policy above and providing the customer’s bank account details. The letter must be sent to the seller representing Arab Sea Information Systems Company.
• The return request will be processed within 2-3 days, resulting in either approval or rejection of the request with reasons provided to the customer.
• If the conditions are met and the request is approved, the customer will be notified of the approval. The return will be processed within 2-10 working days from the date of approval.