This policy explains cancellation, return and refund rights and procedures for physical devices and digital viewing services, with separate rules for each type of purchase.
This policy covers physical devices and products ordered through SAWA SAT, as well as digital viewing services. Return and refund rules differ depending on whether the purchase is a physical product or a digital service, and all mandatory rights under the laws applicable in the Kingdom of Saudi Arabia remain preserved.
This section applies to TV boxes and other physical products purchased from SAWA SAT. It distinguishes between cancellation before dispatch, returns after delivery, defective or non-conforming products, and warranty matters.
A customer may request cancellation of a device order before dispatch. The order status and fulfilment stage will be reviewed, and where fulfilment or shipment can be stopped, the cancellation will be handled according to the order status and applicable rights. If the product has already been dispatched, the post-delivery return rules below apply.
Under the Saudi E-Commerce Law, except in the statutory exclusions, a consumer may rescind the contract within seven days following receipt of the product, provided the product has not been used or benefited from. In that case, the consumer bears the costs resulting from rescission unless the parties agree otherwise. The product condition is reviewed when a return is requested to determine whether the statutory conditions apply.
If a product is defective or does not conform to the agreed specifications, the case is reviewed under the applicable statutory rights. The ordinary return policy, or any similar wording, is not used to remove a mandatory right relating to a defective, fraudulent, counterfeit or non-conforming product. A description, photos or other information may be requested to verify the issue, without asking for unnecessary personal or financial information.
If delivery is delayed beyond the agreed date or a period prescribed by applicable law, the customer retains any statutory rights to cancel and receive a refund where the relevant conditions are met. The Saudi E-Commerce Law provides a right to rescind where delay exceeds the statutory period, subject to the law, force-majeure exceptions and any different delivery period lawfully agreed by the parties. We will communicate expected delays or material difficulties when information about them is available to us.
Applicable statutory warranty rights apply to covered electrical and electronic devices. The Saudi Ministry of Commerce states that electrical devices carry a warranty of at least two years, subject to warranty conditions, including that the fault is not caused by misuse or failure to follow the manufacturer’s recommendations. If a fault occurs, contact us so the case can be reviewed and directed to the appropriate warranty or remedy process.
To request a cancellation or return, contact us on WhatsApp with the order details, device name and reason for the request. If the request concerns a defect or non-conformity, include a clear description and photos where useful. After review, the customer will be informed of the required next steps and how any applicable refund will be handled.
This section applies to digital viewing-service subscriptions ordered through SAWA SAT. Because these differ from physical products, cancellation and refund requests are reviewed according to activation, use, benefit received and the applicable statutory rights.
Viewing services are digital subscriptions whose fulfilment begins when access is activated and delivered. SAWA SAT is an independent reseller and does not own, manage or operate the servers or their technical infrastructure. It receives the customer’s request, reviews available information, escalates issues to the provider when needed and follows the case within the limits of its role. This describes the technical role only and does not limit any mandatory consumer right or any legal obligation that applies to SAWA SAT in the transaction.
A customer may request cancellation before the subscription is activated or access details are delivered. The order status and fulfilment stage will be reviewed, and the customer will be informed of the outcome and how the request will be handled under the applicable rights and circumstances.
Activation alone is not treated as an automatic reason to reject every refund request. After activation, the case is reviewed based on whether the service has been used or a benefit has been received and whether a statutory right applies. If the service has not been used or benefited from, any cancellation or refund request remains subject to the applicable statutory right and its prescribed period. Once use or benefit has begun, a refund is generally not available unless another mandatory right applies under the law.
If fulfilment or activation is delayed beyond the agreed time or a period prescribed by applicable law, the customer may request a review and exercise any statutory rights that apply, including cancellation or a refund where the relevant conditions are met. We will also communicate any expected delay or material difficulty when information about it is available to us.
When a problem occurs, support may ask for the server name, device type, app name, when the issue occurred, a clear description and, where useful, a screenshot that does not expose sensitive login details. Available information is reviewed and the case may be escalated to the provider to verify the cause, duration and impact.
If an issue is confirmed to be service-related and cannot be resolved within a reasonable period, an appropriate remedy is determined based on the circumstances and the duration of the impact, while preserving the customer’s statutory rights.
Compensatory remedies generally do not cover issues caused by customer-side factors or external parties outside the control of the site or provider, without limiting any mandatory right that applies by law.
Each case may be reviewed individually, and an exception may be approved when the circumstances justify it. An exception granted in one case does not create an obligation to provide the same outcome in another case and does not limit any mandatory statutory right.
To request support or a review, contact us on WhatsApp and provide the order details, reason for the request and any technical information needed for review. Avoid sending personal or financial information that is not necessary for the case.
This policy should be read together with the Terms & Conditions. If any part of this policy conflicts with a mandatory right under the laws applicable in the Kingdom of Saudi Arabia, the statutory right takes priority.
Read the Terms & Conditions