Terms and conditions

Exchange, Return, Cancellation, Shipping, Privacy, and Usage Policy

Exchange, Return, Cancellation, Shipping, Privacy, and Usage Policy – Wafi Store

Replacement, Return, Cancellation, Shipping, and Privacy Policy.

Usage and Privacy Policy – Wafi Store

Usage Policy:

1. Website Usage:

- Wafi Store allows customers to browse and purchase electronic products, mobile phones, tablets, and accessories.

- By using this website, the customer agrees to comply with the stated terms and conditions.

- The customer must provide accurate and correct information when registering or placing orders. Wafi Store is not responsible for any issues resulting from incorrect information.
 

2. Personal Account:

- The customer is responsible for maintaining the confidentiality of their account and password.

- Wafi Store is not responsible for any unauthorized activity resulting from weak security or negligence in keeping data confidential.

3. Prices and Payment Methods:

- All displayed prices include taxes (if applicable).

- Payment can be made through available payment methods on the Salla platform. The customer must ensure payment method validity and sufficient balance before completing the purchase.
 

4. Product Availability:

- Wafi Store provides original and new products. However, product availability may change based on demand.

- If a product becomes unavailable after ordering, the customer will be contacted with available options such as refund or replacement with another product.
 

5. Modifications:

- Wafi Store has the right to modify these terms and conditions at any time without prior notice. Customers should review this policy regularly.
 

Privacy Policy:

1. Collection of Personal Information:

- Wafi Store collects personal information provided by the customer when creating an account or placing an order, such as name, address, phone number, and email address.

- Technical information such as IP address and browser type may also be collected to improve user experience.

2. Use of Information:

- Personal information is used to provide services, process orders, communicate with customers, and send updates about orders or promotions.

- We do not sell or share personal information with third parties except when legally required or to protect our rights.

3. Data Protection:

- We use advanced security technologies to protect customer data and ensure confidentiality.

- However, full online security cannot be guaranteed, so customers are responsible for keeping login information confidential.

4. Cookies:

- Wafi Store uses cookies to improve browsing experience and provide personalized content.

- Customers can control cookie settings through their browser, but this may affect some features.

5. Information Sharing:

- We do not sell or share customer data with third parties except when necessary to fulfill orders or comply with laws.

- Some information may be shared with shipping and payment partners to ensure fast and secure service.

6. Customer Rights:

- The customer has the right to modify or delete their personal data at any time.

- The customer can also unsubscribe from marketing messages via the link provided or by contacting customer service.

• Order Cancellation Policy:

Order cancellation means canceling the order before usage, shipping, delivery, service execution, preparation, or prior contracting.

- Cancellation request must be made before shipping or product preparation (if applicable).

- Before starting service execution and order completion.

- Before signing any contract, document, or invoice completion.

Important Note: ((After completing the contract, order, or service, it is considered a return and return policy applies.))

- Wafi Worl has the right to charge processing fees if policies are not applied.

- Administrative fees may apply for processing orders using installment services such as “Pay Now Pay Later”.

- Administrative fees may apply for processing orders using installment services such as Tamara, Tabby, Emkan, and others.

- Fees represent time, effort, and service processing costs.

Exchange Policy:

The customer has the right to exchange a product with another product or multiple products equal in value, subject to conditions.

To benefit from exchange and warranty services, the original invoice must be provided, and the product must be in its original condition, unused, and in original packaging.

- If the product does not match specifications.

- If a manufacturing defect is found.

- If it does not match the advertised description.

- Exchange must be of equal value or price difference is charged for higher value products.

- No fees are charged if conditions above apply.

- Additional charges may apply if the product is used, damaged, or of higher value exchange.

- Exchange is allowed within 7 days of order date if unused.

- After 7 days, exchange requires special approval.

- Customer bears shipping costs unless defect is confirmed.

• The customer cannot exchange the product if:

- If the product was manufactured based on the consumer’s request or according to specifications set by the consumer, except for products that have a defect or that do not comply with the specifications specified by the consumer.

- If the product is video tapes, cassettes, CDs, or used software programs.

- If the product is newspapers, magazines, publications, books, or any other authored works.

- If a defect appears in the product due to improper handling by the consumer.

- If the contract involves providing accommodation, transportation, or food services.

- If the contract involves purchasing software downloads over the internet.

- If the product requires a pre-order.

- If the product requires coordination with agents and suppliers for availability due to it not being regularly available in the market.

- If the products are subject to price fluctuations, such as the value of some electronic devices depending on supply and demand.

- Smart devices cannot be exchanged if they have been used, whether purchased through the online store or the physical branch. This is to avoid issues related to replacing parts, changes in the device condition, or using the device for unlawful purposes.

Return Policy:

Returning the product and refunding the amount paid.

To benefit from return and warranty services, the original invoice must be provided. The item must be in the same condition as when purchased, in its original packaging, sealed, and unused.

- A manufacturing defect exists, and the warranty agent is unable to provide maintenance, replacement, or repair service.

- The product does not match the required specifications.

- There is unjustified delay exceeding the company’s shipping and delivery terms.

- Returns must be made within 3 days from the order creation date, provided the product has not been used, consumed, or damaged.

- Refunds will be processed using the same payment method or any method deemed appropriate by the company to speed up the process within 14 working days.

- No deductions shall be made if the error is on the part of Wafi World.

• The customer is not entitled to return the product in the following cases:

  - Exceeding the legal return period of 3 days.

  - Using the product, or if it has been used, or if damage appears on the product or packaging, resulting in a decrease in its value.

  - Products purchased using financing company vouchers.

  - Products paid through “Buy Now Pay Later” services such as Tabby and Tamara.

  - Smart devices cannot be returned if they have been used and purchased through the online store or physical branch, to avoid issues related to replacing parts, changes in device condition, or unlawful use of the device.

  - Products subject to price fluctuations, such as some electronic devices depending on supply and demand.

  - If the product requires a pre-order.

  - If the product was manufactured based on the consumer’s request or according to specified custom requirements, except in cases of defects or non-compliance with the agreed specifications.

  - If the product is video tapes, cassettes, CDs, or used software programs.

  - If the product is newspapers, magazines, publications, books, or other authored works.

  - If a defect appears in the product due to improper handling by the consumer.

  - If the contract involves accommodation, transportation, or food services.

  - If the contract involves purchasing downloadable software over the internet.

  - Products covered by official distributor warranties, such as Apple, Samsung, Honor, Huawei, Tecno, and other brands with official agents in Saudi Arabia, if a manufacturing defect is found.

  - In case of bundle purchases, the customer must return all items included in the bundle; partial returns are not allowed, provided all items are in their original condition.

  - Shipping fees, customs duties, taxes, and all other international shipping charges are non-refundable in case of return or non-receipt of the order, except in cases of manufacturing defects. International shipments are not eligible for return or exchange unless there is a manufacturing defect.

  - A ticket must be opened with the relevant department to process the request within the specified period.

(( Policy on fees when cancelling an order or requesting a return via any payment method: there are two different categories. ))

- Refundable fees.

- Non-refundable fees of 0.10% including tax of the total order value.

We would like to inform you that regarding your request for refunding, cancelling orders, or returns made through any payment method in the online store or branches.

1/ Refundable percentage:

This is a percentage of the total order value. Any costs incurred by the company, as well as administrative fees for order creation, will be deducted.

2/ Non-refundable percentage:

This is a non-refundable percentage, meaning that the full payment amount cannot be refunded when cancelling or requesting a return. There are non-refundable fees to cover the cost of preparing the order for the customer, as well as administrative fees for order processing and creation.

• Warranty Terms and Conditions and Legal Clauses:

- Approval of the order constitutes acceptance of the warranty policy and agreement to refer to the authorized agent in the event of a manufacturing defect in the product. The agent will serve the customer by either replacement or repair in accordance with the warranty regulations of authorized distributors in the Kingdom of Saudi Arabia.

- The customer must visit the authorized agent during the warranty period for electronic and electrical devices, which is two years from the date of purchase or usage for new devices.

- For other non-electronic and non-electrical products, the customer may refer to the agent or coordinate with the company to review the possibility of benefiting from the warranty and to speed up customer service.

- Any electronic or electrical product, or its accessories, is covered by a two-year agent warranty in accordance with the regulations of the Ministry of Commerce in the Kingdom of Saudi Arabia.

- Completion of the order constitutes acceptance of the terms and conditions, privacy policy, exchange, return, and cancellation policies.

- Receiving the shipment from the shipping company is considered an acknowledgment by the customer that the package (box) is intact, in good condition, and has not been opened prior to receipt.

- Completing orders through financing services constitutes acceptance of all policies.

- Used products are covered by a one-week warranty from the date of purchase.

- Wafi World is not responsible for device software or programs.

- The warranty does not cover misuse.

- There are inspection fees for products that do not comply with the policy, estimated at 149 SAR per device, including tax.

- The customer bears any additional costs in case of policy non-compliance, such as return or reshipping fees.

- The customer shall bear, in case of return or cancellation, (non-refundable fees on the total order value or order amount at a rate of 0.10% of the order value (in case of non-compliance with the previously stated policies and terms) )

· Order Policy for Wafi World via Financing Companies Service

( Mora Financing Company – Aqarah Financing Company – Tamam Financing Company – Emkan Financing Company )

First: Credit Inquiry

By agreeing to these terms and conditions, the customer authorizes Wafi World Trading Company to access their credit record with financing companies licensed by the Saudi Central Bank (SAMA) — including but not limited to: Mora, Aqarah, Tamam — for the purpose of determining eligibility for available installment programs, in accordance with the Saudi Consumer Protection Law and Financing Law.

Second: Completing the Financing Contract and Signing

When the customer completes all order procedures, this is considered an explicit acceptance to complete the electronically signed financing contract. The contract may be completed either directly by the customer or through a Wafi World customer service representative upon the customer’s request and prior approval. This is considered a legally valid authorization to complete the procedures on their behalf.

Third: Wafi World Authority Before Contract Authentication

Wafi World Trading Company reserves full authority to complete or cancel the financing contract at any stage prior to its acceptance, signing, and authentication by the financing company, based on its discretion or the customer’s request.

Fourth: Cancellation After Contract Authentication

After the financing contract is signed and officially documented by the financing company, Wafi World has no right to cancel the contract unilaterally. Cancellation is only possible through the customer submitting an official cancellation request directly to the financing company and obtaining their explicit approval according to their procedures.

Data Retention and Privacy

Wafi World is committed to protecting customer data in accordance with the requirements and policies of financing companies. Data is used only for order processing and verifying customer eligibility and credit status, in cooperation with financing companies through approved government platforms under the supervision of the Saudi Central Bank.

Nature of the Service Provided

Orders are submitted through financing company applications under Wafi World partner accounts. The customer can place the order directly without sharing personal data, guided by customer service instructions.

If the customer is unable or unfamiliar with the process and requires assistance, a customer service representative may place the order on the customer’s behalf only after obtaining approval. This is solely for assistance purposes and carries no legal responsibility for completing the order until eligibility is confirmed or rejected.

If eligibility is confirmed, the customer service representative collects product details and presents the price before and after financing. Upon customer approval, the customer completes signing the financing contract directly with the financing company.

After approval, a financing note is issued via the financing company application and sent to the customer via SMS with a link for approval. The financing company may also contact the customer via phone to confirm data and prevent fraud.

After confirmation, the financing company issues a purchase voucher to Wafi World, which is used to process the order and arrange shipping and delivery.

General Exchange Policy

- The customer may exchange the purchased item using the voucher for another product of the same value.

- The customer may also exchange the item for multiple products as long as the total value matches the original product before shipment and delivery.

Order Cancellation Before Submission to Financing

The customer may cancel the order without any fees as long as the financing contract and executive bond have not been completed or signed.

Cancellation After Submission to Financing and Approval

A cancellation request for the purchase voucher may be submitted within 72 hours of voucher usage. After this period, requests will not be accepted.

If the customer requests cancellation after financing approval, the store has the right to deduct administrative fees related to processing and coordination with the financing entity, up to 25% of the order value, with a maximum of 1,899 SAR. This includes:

1. Opening a claim file for a used internal purchase voucher.
2. Order preparation costs including reservations with suppliers and shipping preparation.
3. Processing time and service coordination with financing entities.
4. Price fluctuation differences between order time and cancellation request time.

Notes

1. These fees are not penalties and are unrelated to the financing amount. They are fixed service fees and are not charged if the financing request is not approved.
2. Cancellation is subject to financing company policies, and the product must be returned in original condition, unopened, unused, and undamaged. Wafi World may reject the return after inspection.
3. Wafi World ensures full transparency and displays all fees before order completion via official platforms: wafii.sa / Wafi4.com
4. The store is not a financing entity and has no legal authority to cancel approved financing contracts except after coordination with the financing company.
5. The customer must submit a cancellation request to the financing company to cancel the financing contract and executive bond.
6. The customer must also submit a cancellation request to Wafi World to cancel the purchase voucher.
7. Submission of a request does not oblige Wafi World to cancel the contract or bond, but only the voucher.
8. Once approved, the financing company will notify us of contract cancellation approval and processing time.
9. The request is considered complete only after all conditions are met: submission, service fee payment, voucher cancellation approval, and financing company approval.
10. A service invoice is issued within 24 hours after payment.
11. Service fees are refunded if the financing company does not approve the cancellation.

Request Procedure

The customer must notify Wafi World before or after receiving the product. If received, the product must be returned in original condition, unused, and undamaged.

A customer service representative will submit a service request to process cancellation of the voucher and evaluate cancellation of the financing contract and executive bond.

A fixed service fee must be paid via bank transfer or direct payment link.

After payment, Wafi World notifies the financing company of the customer’s request and initiates cancellation procedures.

Wafi World approves voucher cancellation, while financing contract cancellation remains subject to financing company approval.

Legal Terms

- Service fee (1199 SAR) includes tax and is fixed, not linked to financing value.

- Wafi World completes all legal procedures according to policy.

- The store is not a financing entity and cannot cancel approved financing without coordination.

Shipping and Delivery

All shipments are available across Saudi Arabia, Kuwait, UAE, Oman, Bahrain, and Qatar. Some orders may require pickup from the nearest courier branch depending on location.

Delivery Time

- Delivery operates throughout the week except Fridays.

- Orders may take 2–7 working days and up to 14 days depending on availability.

- Pre-orders may take up to 60 days or more depending on supplier availability.

- Delays beyond 14 days may occur with customer approval.

Refund Processing Time

- Saudi Arabia: 1–14 working days

- Kuwait: 1–30 working days

- UAE: 1–30 working days

- Oman: 1–30 working days

- Bahrain: 1–30 working days

Shipping Policies (GCC)

Orders may be delivered to GCC countries, but customs duties and taxes are the customer’s responsibility.

Returns are not accepted for international shipments except in cases of manufacturing defects.

Delivery times and fees vary depending on destination and customs clearance delays.