Version 2.0 — effective September 20, 2026. It forms an integral part of the Terms and Conditions.
At Saniyh, we strive to provide high-quality products and services, and we comply with consumer rights and the regulations in force in the Kingdom of Saudi Arabia. This policy sets out the rules for exchanges, returns and refunds.
1. Return period and conditions
You may request to return or exchange the product before it ships or within seven (7) days from the date you received it — not from the invoice date — provided you have not used it or benefited from it, and it is returned in its original condition with all its accessories.
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.
The expiry of this period does not affect your rights relating to defects, non-conformity or warranty, or any other right granted to you by law.
How to request a return: from the Return request page, using your order number, your mobile number and a code sent to you by text message. No sign-in needed.
2. Non-returnable items
- Services already performed — installation, cleaning, inspection or a technician visit — once performed, merely due to a change of mind. **This does not affect your right to request that any defect or shortcoming in the service, or its failure to be performed as agreed, be remedied.**
- Products damaged through misuse.
- Products requested after the seven-day period.
- Products that were made or prepared at your request to special specifications.
- Products that are, in whole or in part, liable to deteriorate by their nature during the cancellation period.
- Items that cannot be resold for health reasons once their packaging has been opened.
- Products that into which components have been incorporated such that they cannot be restored to their original condition.
- Items whose price fluctuates with market fluctuations beyond the company's control.
- Products you asked us to store and did not collect — as a storage request is deemed confirmation of the order and acceptance of the product.
The above does not affect your rights in the case of a manufacturing defect or the product's non-conformity with the contracted specifications.
3. Deductions for missing accessories
If the product is returned with missing accessories, or your use of it has caused an actual reduction in its value, we will deduct only the amount equivalent to that reduction — and the customer will be informed of its breakdown and supporting document before the return is processed.
4. The company's right to refuse
The company may refuse a return or exchange request if the product is used, installed, damaged, missing accessories, or outside the specified period. If refused, the customer will be informed of the reason, with due regard to their statutory rights relating to defects, warranty and non-conformity.
5. Exchanges
Exchanges are subject to the availability of the replacement product. If its price is higher, the difference must be paid before the exchange is processed; if it is lower, the difference is refunded to the original payment method. The replacement product carries its stated warranty period from the date you receive it.
6. Gifts and promotional offers
If your order included a gift or a promotional benefit, it must be returned in its original condition upon return. If that is not possible because it has been used, damaged or lost, we will deduct its market value — not exceeding the value disclosed to you at the time of purchase. If a partial return means an offer condition (such as a minimum purchase) is no longer met, the order is recalculated at the price without the offer.
7. 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 the company's error — the customer bears: shipping both ways, the labor for uninstallation and reinstallation, and the cost of consumables actually installed. The customer will be informed of the breakdown before processing, and these costs are deducted from the refund amount.
For a return within the period of an unused, uninstalled product, the customer pays the return shipping cost, unless the return is due to our error.
If the return is due to an error on our part — a product defect, an error in supply or installation, or non-conformity with what was ordered — the customer bears no cost.
Display units (Outlet): Display units in the “Outlet” section are sold as is at a reduced price, and their condition and visible defects are stated on each item’s page before purchase. You may return them within seven (7) days of receipt as long as they have not been used or installed, and you bear the full return shipping cost unless the return is due to our error. Returns and claims are not accepted for defects disclosed before purchase.
8. Manufacturing defects and warranty
If a defect or malfunction appears in the product, you may submit an inspection request or a warranty claim in accordance with the product's stated terms. Depending on the nature of the case, the company may refer the product to the agent or an authorized service center to inspect the defect and determine its cause. A claim of a manufacturing defect in ACs requires an official report from the authorized local agent. Once the defect is confirmed, the company bears the full cost of the remedy.
The warranty does not cover faults resulting from misuse, unauthorized installation, failure to follow operating and maintenance instructions, accidents, or unauthorized modifications, where the damage is technically proven to be linked to such causes.
9. Product inspection before return approval
Depending on the nature of the product and the reason for the request, the company may inspect the product or request to examine it before approving the return or exchange, to verify its condition, the reason for the return and whether the conditions apply.
Receiving the product for inspection does not mean that the return or exchange request has been approved.
10. Installation or maintenance by a third party
If you choose to have the product installed, maintained or modified by a party not authorized by the company or the manufacturer, the company is not liable for damage or faults that are technically proven to have resulted from that.
This does not affect your rights regarding any independent manufacturing defect unrelated to such work.
11. Misuse of returns
If return or exchange requests recur in an abnormal pattern indicating misuse of the policy, the company may refuse unjustified future requests or restrict certain benefits — without prejudice to your statutory rights in any existing request whose entitlement has been established.
12. Refund timing and method
The company will process the refund within a period not exceeding 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:
- Card (mada · Visa · Mastercard · Apple Pay): The refund is issued by the company; when it appears on your card statement depends on the issuing bank's timeline, which is beyond our control.
- Bank transfer: within 7 business days.
- Wallet (if you choose it and your account is activated): the balance is added when the return is settled. **Any refund credited to your wallet is your money, and you may request it be paid out by bank transfer.**
Any days of delay on your part in providing the information needed for the refund are not counted in these periods. If refunding to the original payment method is technically not possible, a documented alternative method will be agreed with you.
13. How to request a return
Contact us at info@saniyh.com or on WhatsApp 0558327555 with your order number, the reason for the return and photos of the product in its current condition. We'll reply with the pickup steps and timeline.
14. Escalation
We seek to resolve any dispute amicably through our channels above. This does not affect your right to file a complaint with the Ministry of Commerce or the competent authority at any time.
Last updated: September 20, 2026 · Version 2.0