Refund & Return Policy

1. Overview

Ibtikar Smart Solutions for Information Technology is committed to ensuring complete customer satisfaction with all our products and services. We always strive to resolve any issue or complaint fairly and quickly.

This return and refund policy applies to all products sold through our website or directly, in accordance with the following conditions.

2. Eligible Products for Return

Product Category	Return Period	Conditions
Hardware & Equipment	3 days	In original packaging, unused
Defective Products	Within warranty period	Documented manufacturing defect
Non-conforming Products	30 days from receipt	Differs from agreed description
Installed Systems	Within warranty period	Installation defect

3. Return Conditions

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

• Submit the return request within the specified period for each category
• Original invoice or purchase receipt is available
• Product in its original condition with all accessories and packaging (where applicable)
• No tampering, modification, or removal of warranty seals

4. Return Request Process

Follow these steps to submit a return request:

• Contact the support team via email info@ibtikar.com.sa or phone +966 54 310 2345
• Clearly state the invoice number and reason for return request
• Our team will review your request and contact you within 2 business days
• After approval, a date is scheduled for product pickup or shipment as agreed
• The refund will be processed after receiving and verifying the product

5. Refund Processing

• Refunds are made via the same original payment method where possible
• Refund processing time: 5 to 10 business days from approval date
• If the return is due to a product defect, shipping costs are fully refunded
• For returns due to other reasons, shipping and handling fees may be deducted

6. Service Cancellation Policy

• Service orders can be cancelled before work begins with a full refund of the advance payment
• After work begins, the amount is refunded after deducting costs of completed work and used materials
• Annual maintenance contracts are cancellable with a proportional refund based on remaining duration

7. Exceptions

Returns are not accepted in the following cases:

• Products manufactured or customized to order
• Damage caused by misuse or negligence
• Products disassembled or modified by unauthorized persons
• Return requests after the specified period without an acceptable reason
• Products purchased "as is" at a discounted price with prior notice that returns are not accepted