الشروط والأحكام

Sunaih Company — Commercial Registration 7037073181 · Tax No. 315002784100003 · An online store at shop.saniyh.com · Riyadh, Saudi Arabia · info@saniyh.com · WhatsApp 0558327555.

Version 2.0 — effective September 20, 2026. The Arabic text is the official, authoritative version.

A · Contract and data

1. Definitions. “The Company” or “we”: Sunaih Company. “The Customer” or “you”: anyone who uses the store or places an order through it. “Product”: anything offered for sale in the store. “Service”: installation, cleaning, inspection, or the packages listed on the services page. “Order”: a purchase order placed through the store or the app. “Business day”: Sunday through Thursday, excluding official holidays.

2. Acceptance. By using the store or the app and placing an order through it, you accept these terms in full. If you do not agree to them, do not use the store.

3. Contractual nature. These terms form a binding agreement between the Company and the Customer and are an integral part of every order, invoice, or service between the two parties, whether the order is placed through the store, the app, or any approved channel.

4. Precedence of terms. In the event of any conflict between these terms and any advertisement, marketing message, or brief description of an offer, these terms prevail, unless the Company issues a specific written and announced condition for a particular offer.

5. Related policies. These terms are supplemented by the Company's published policies: Exchange & Returns Policy, andShipping and delivery policy, andPrivacy Policy, andLoyalty Program Terms. Where one of them contains a more specific provision on its subject, that provision applies within its scope, and these terms remain the general reference where no provision exists.

6. Accuracy of your data. You are responsible for the accuracy of the name, mobile number, delivery address, and city you enter. The Company is not responsible for delayed or failed delivery due to incomplete or incorrect data.

7. Order acceptance and product availability. A submitted order is an offer to purchase, and the contract is formed only when the Company confirms its acceptance. The Company may reject or cancel any order — with a full refund — in cases including: the product being out of stock, an obvious error in price or description, suspected fraud, or inability to source it from the supplier or agent.

8. Verification and fraud prevention. The Company may verify payment details and the Customer's identity, request documents when fraud is suspected, and suspend order processing until verification is complete.

B · Prices and offers

9. Prices, VAT, and invoices. All prices are in Saudi riyals and include VAT at the applicable statutory rate, unless expressly stated otherwise. An electronic tax invoice is issued for every order in accordance with the requirements of the Zakat, Tax and Customs Authority and sent to you. If the statutory rate changes, the rate in effect on the invoice date applies.

10. Price changes. The Company may change its prices at any time, with no retroactive effect on confirmed orders.

11. Pricing errors. If a product is displayed at an obviously wrong price due to a technical, human, or operational error, the Company may correct the price or cancel the order with a full refund, and the wrong price is not binding on it.

12. Offer errors. Any offer, discount, cashback, or coupon published or applied in error is not binding, and the Company may amend or cancel it or recalculate the order.

13. Offer and coupon terms. Offers are subject to minimum or maximum limits, specific products, and a set period, and cannot be combined with other offers unless expressly stated.

14. Misuse of offers. If offers, coupons, points, or cashback are used fraudulently — such as creating multiple accounts, splitting orders, or providing false information — the Company may cancel the order, discount, or balance, or suspend the account. Offers and benefits are intended for individuals' personal use and do not cover resale or commercial use, unless the Company announces otherwise.

15. Loyalty program. The wallet, points, cashback, and tiers are governed by the Loyalty Program Terms as published, which form an integral part of these terms.

16. Product availability. The Company does not guarantee that products will always be available; availability depends on actual stock, supply chains, suppliers, agents, and online updates. Products may appear in the store even though they are out of stock, due to a delayed inventory update or an unintentional technical error.

17. Supply disruption. If supply is not possible or the agent or supplier is delayed, the Company will notify the Customer and agree with them on one of these solutions: refunding the amount paid, replacing the product with an equivalent or higher one with their consent, or keeping the order open until the product is available. This constitutes a final resolution of the matter.

C · Returns and services

18. Returns and exchanges. The provisions of the published Exchange & Returns Policy المنشورة، وهي جزءٌ لا يتجزّأ من هذه الشروط. وملخّصها: قبل الشحن أو خلال سبعة (7) أيّامٍ من الاستلام، بشرط بقاء المنتج بحالته وبكامل ملحقاته.

19. Deductions on returns. Nothing is deducted merely for opening the packaging or trying the product, as long as it remains in its original condition with all its accessories. If it is returned with missing accessories, the market value of the missing itemsis deducted, and the Customer is informed of its breakdown and supporting document before processing the return. The Company may reject the request if the product has been used, installed, or damaged, or is outside the seven-day period.

20. Return costs. If the Company accepts a return or exchange even though the product has been installed or used, and the reason for the return was not its error, the Customer bears: round-trip shipping, uninstallation and reinstallation fees, and the cost of consumables actually installed — deducted from the refund amount after the Customer is informed of the breakdown. If the return is due to our error, the Customer bears nothing.

21. Refund timeframe. The Company will process the refunded amount within no more than twenty-four (24) business days from the date the return request is approved, and it will be refunded to the same payment method you used, with no additional fees to you. The time for the amount to appear on your card statement depends on the issuing bank and is outside the Company's control. Any days of delay on your part in providing the information needed for the refund are not counted in this period.

22. Gifts and promotions. If your order includes a gift or promotional benefit, it must be returned in its original condition upon return; if it is not returned, or has been used or damaged, its market value is deducted from the refund amount.

23. Completed services. Services — installation, cleaning, inspection, or technical visits — are non-refundable once performed.

24. Misuse of returns. If return or exchange requests recur in an abnormal pattern indicating misuse of the policy, the Company may reject unjustified future requests or restrict certain benefits.

25. Manufacturing defects. A manufacturing defect claim for ACs requires an official report from the brand's authorized local agent. Once the defect is confirmed, the Company bears the full cost of remedying it.

D · Delivery and installation

26. Fulfillment time. Delivery takes up to 15 business days from order confirmation and payment completion, unless the offer or order type specifies a different period stated on the product page.

27. Backorders and pre-orders. If the product is labeled “On order” or “Available to reserve (pre-order)” — meaning it is not in the Company's warehouses at the time of ordering and is sourced from a supplier or agent — only these rules apply: the Company informs you of this on the product page before purchase and on your invoice; the full price is paid when the order is placed; and the Company undertakes to confirm product availability within seven (7) business days, and to source it and make it available for delivery within forty-five (45) business days of the order date. If it cannot confirm or source it within these two deadlines, you are entitled to a full refund without any deduction or fees, and the Company will promptly notify you and initiate the refund without you having to request it.

28. Excluded days. The following are not counted in fulfillment periods: the day the order is placed, Fridays and Saturdays, Eids, official holidays, and government holidays, nor operational or logistical circumstances beyond the Company's control.

29. Delivery coverage and fees. Delivery fees and coverage are shown on the product page and at checkout according to Shipping and delivery policy, which are binding for each individual order.

30. Delays. The Company is not responsible for delays caused by suppliers, agents, shipping companies, or seasonal demand, and undertakes to follow up on the order and keep the Customer updated on its status as far as possible.

31. Installation scheduling. The installation appointment is set according to available slots in the technicians' schedule after the order arrives, and does not necessarily take place on the delivery day.

32. Standard installation scope. Standard installation includes up to 4 meters of copper piping, unless otherwise stated in the invoice or service description. Installation is available in Riyadh, Dammam, Khobar, Dhahran, and Qatif. Other cities in the Kingdom get delivery without installation according to Shipping and delivery policy.

33. Additional work. Any extra copper piping, wiring, bases, insulation, welding, openings, or special extensions are charged separately at approved rates and are carried out only with the Customer's approval.

34. Site readiness. The Customer must prepare the site before the appointment: a suitable power source, a safe installation location, proper drainage, and unobstructed access. The Company is not responsible for delays caused by the site not being ready.

35. Refusal to perform. The technician may decline or postpone the work if the site is not ready, if the work poses a risk to their safety or the equipment, or if technical violations are found — the appointment will be rescheduled and a visit fee may apply.

36. Customer lateness. The Customer must be present at the appointment or authorize someone on their behalf. If they cannot be reached or do not show up within 15 minutes of the technical team's arrival, the appointment may be canceled and rescheduled, and a visit fee may be charged for the missed visit.

37. Inability to perform. If a paid installation cannot be performed, only the installation fee is refunded. If installation was free as part of an offer, there is no compensation for a free service that was not performed.

38. Free storage. The Company holds paid products free of charge for up to three (3) months from order confirmation and payment completion, and you may request delivery at any time during this period according to available slots. Any time during which the order is awaiting supply for a reason attributable to the Company or the supplier is not counted in this period.

39. Storage fees. After the free period, we charge SAR 100 per unit per month, and a partial month counts as a full month, and the total will not exceed the value of the stored order. It is not charged if you notify us before the period ends and obtain written approval for an extension. It is payable before delivery, and before charges begin we will give you notice of at least 30 days.

40. Non-collection. Orders are not canceled merely because they are not collected; the order remains open in your name and storage fees continue until collection. Products are kept in a closed, secured warehouse, and the Company is liable for damage resulting from its negligence, but not for the natural aging of packaging materials over time.

41. Third-party shipping. Shipping may be handled by an external carrier; the Company undertakes to follow up on it but is not responsible for delays beyond its control.

E · Warranty and specifications

42. Product warranty. Products are covered by the warranty stated on each product page, and its provisions apply according to the terms of the agent or manufacturer.

43. Installation warranty. 90 days from the date of installation, limited to workmanship errors — specifically Freon gas leaks and water dripping caused by the installation — and excluding structural defects at the site and misuse.

44. Voiding the warranty. The warranty is void in cases of misuse, tampering with the product, installation or maintenance by an unauthorized party, use of unsuitable voltage, damage caused by external factors, or failure to follow operating and maintenance instructions.

45. Specification differences. Differences in color, packaging, shape, or minor details from what appears in the images are not considered defects, as long as the essential specifications and the product's purpose remain the same. Some details may vary between manufacturing batches or due to factory updates.

F · Disputes and liability

46. Force majeure. The Company is not liable for delay or non-performance arising from circumstances beyond its reasonable control: natural disasters, government decisions, general outages, supply chain disruptions, or transport network failures.

47. Abuse. In the event of verbal or written abuse, threats, or mistreatment of the Company's staff or technicians, the Company may refuse service to protect their safety, suspend the account, or take legal action. Submitting a complaint, feedback, or a negative review, or contacting the competent authorities, is not considered abuse and will not result in your order being canceled or your rights being diminished.

48. Misuse of the store. The Company may suspend the account of, or refuse to deal with, anyone who misuses the store or offers, provides false information, or deliberately harms the Company or its staff.

49. Disputes and suspension of benefits. When there is a dispute or ongoing investigation concerning an order or account, the Company may suspend the related cashback, points, wallet balance, and coupons until the investigation is complete, without this affecting the Customer's established rights.

50. Limitation of liability. The Company's liability is limited to the value of the product or service subject to the claim, and it is not liable for indirect damages or lost profits. This clause does not affect any consumer right established by law that cannot be waived.

51. Intellectual property. All store content — including trademarks, logos, text, images, and designs — is owned by or licensed to the Company and may not be copied or used commercially without written permission.

52. Privacy. The provisions of the published Privacy Policy as published, which form an integral part of these terms.

53. The app. These terms apply to orders placed through the Saniyh app just as they apply to the store, and the same policies apply to them.

54. Changes to the terms. The Company may amend these terms. Each order is governed by the version saved with its tax document, which is the version in effect on the day it was issued. The version published on this page applies to subsequent orders.

55. Settlement and complaints. We seek an amicable settlement first via info@saniyh.com or WhatsApp 0558327555. This does not limit your right to file a complaint with the Ministry of Commerce or any competent authority at any time.

56. Governing law and jurisdiction. These terms are governed by the laws of the Kingdom of Saudi Arabia, including the E-Commerce Law and its Implementing Regulations. Any dispute not settled amicably is referred to the competent judicial authority in the Kingdom.