Return and Exchange Policy for Jeko Digital

At Jeko Digital, it is our pleasure to serve you, and we are committed to providing a secure and reliable shopping experience for smart home solutions. In accordance with the regulations set by the Ministry of Commerce in the Kingdom of Saudi Arabia and the competent electronic commerce authorities, this Return and Exchange Policy has been established to clarify our customers' rights and obligations:

1. Timeframe for Returns and Exchanges

Returns: Customers have the right to request a product return within seven (7) days from the date of receiving the shipment or product.
Exchanges: Customers have the right to request a product exchange within fourteen (14) days from the date of receiving the shipment or product.

2. General Conditions for Returns and Exchanges

To accept a return or exchange request, the following conditions must be met:

The product must be in its original condition, with its factory packaging completely sealed (with the original factory tape or cellophane wrapper). It must not have been opened, used, or tampered with under any circumstances.
The product must be complete with all its accessories, attachments, manuals, and warranty cards included inside the box.
The original purchase invoice or the order number registered on the online store must be attached to the request.

3. Cases Where Returns or Exchanges Are Not Permitted

In accordance with the Executive Regulations of the Electronic Commerce Law, customers are not entitled to return or exchange products in the following cases:

If the original product packaging has been opened, used, or installed (such as smart locks or surveillance cameras after being physically mounted onto doors or walls).
If the product shows any defect or malfunction resulting from misuse, accidental damage, drop, scratch, exposure to liquids, or an unauthorized attempt to open and repair the device outside of the Jeko Digital technician network.
Digital Products and Services: Digital codes, voucher keys, software licenses, or activated maintenance and extended warranty subscriptions.
On-Site Installation and Viewing Services: Labor costs and service fees for physical installation or on-site trials (such as the "Smart Viewing" service in Jeddah) that have already been executed at the customer's location, as these are non-recoverable services consumed upon delivery.

4. Defective Items or Manufacturing Defects (Warranty)

All electronic smart devices and accessories are covered under a standard warranty against manufacturing defects for two years (24 months) from the purchase date (in line with mandatory Saudi consumer regulations).
In the event of a manufacturing defect or technical malfunction upon receipt, Jeko Digital will arrange to collect the product for technical evaluation. If the manufacturing defect is verified, the product will be replaced with a brand-new device immediately, or a full refund will be issued without charging the customer any additional shipping fees.

5. Shipping Costs and Logistics Fees

Returns or Exchanges Based on Customer Preference (No defect or error in the product): The customer shall bear the full cost of the return or exchange shipping label, and this cost will be deducted from the refunded amount. Original shipping and delivery fees are non-refundable as they have already been consumed by the logistics company.
Returns or Exchanges Due to a Store Error (Wrong item sent) or Manufacturing Defect: Jeko Digital will cover 100% of all return shipping, collection, and replacement delivery costs.

6. Refund Process and Mechanism

Once the customer contacts technical support to initiate a return, a shipping label will be issued for them to send the product back.
Upon arrival at our warehouse, the product will undergo a technical inspection to verify its original condition (this process takes 2 to 5 business days).
Following technical approval, the refund will be processed back to the original payment method used during purchase (Mada, Visa, Apple Pay, or via adjustment of installments with Tamara and Tabby).
The refunded amount typically takes 7 to 14 business days to appear in the customer's bank account, depending on the banking policies of the payment gateway and the customer's financial institution.