At Ibtikar Smart Solutions for Information Technology, we are committed to ensuring customer satisfaction. This policy complies with the Saudi Consumer Protection Law and the E-Commerce Law of the Kingdom of Saudi Arabia.
1. Return Policy
Products may be returned within 3 days of delivery, provided the item is in original condition, unopened, and in its original packaging with all accessories.
An original invoice or proof of purchase must accompany the returned product.
Non-returnable products:
Digital products and software once downloaded or activated.
Custom-configured products made to the customer’s specification.
Consumable or already-used items.
Devices that have been configured or set up for the customer’s environment.
2. Refund Policy
Once the returned product is received and confirmed in good condition, the refund will be issued via the original payment method within 14 business days.
Shipping fees are non-refundable unless the product is defective or damaged on arrival.
If the product is confirmed defective or manufacturer-faulty, the customer is entitled to a full replacement or complete refund including shipping.
3. Order Cancellation Policy
Orders can be cancelled before they are shipped, with a full refund issued.
If an order is cancelled after confirmation and shipping has begun, a non-refundable shipping fee of no less than SAR 80 will be deducted from the refunded amount to cover the actual shipping cost paid to the courier.
Once an order has been delivered, the standard return policy above applies.
4. Setup, Installation & Technical Service Fees
Setup, installation, and technical configuration fees are non-refundable once service delivery has begun or a technician has been dispatched to the site — whether the installation is completed or halted at the customer’s request.
This includes fees for: CCTV camera installation, network system setup, server configuration, PBX telecom system setup, and any technical consulting services.
If service is cancelled before execution begins, the full amount is refunded within 14 business days.
If part of the service has been performed and the customer requests cancellation, a proportional retention applies based on the completed work, with a minimum of 30% of the service value retained.
5. Warranty
All our products are covered by the authorized-distributor warranty for the Kingdom of Saudi Arabia.
Warranty duration varies by product and manufacturer (typically 1 to 3 years).
Warranty does not cover: misuse, accidental damage, water damage, or unauthorized modifications.
6. How to Initiate a Return or Refund
To contact us regarding any return or refund request:
📧 Email: info@ibtikar.com.sa
📱 WhatsApp: 054-310-2345
📍 Visit one of our branches in Riyadh
Please include: order number, invoice, description of the issue, and any relevant photos.
7. Consumer Rights
This policy complies with:
Saudi Consumer Protection Law and its executive regulations.
E-Commerce Law.
Executive Regulation for Consumer Protection in E-Commerce Transactions.
To review your rights or file a complaint, you may contact the Ministry of Commerce via the “Balaghi Tijari” (Commercial Complaint) app or call 1900.
Last updated: 2026-07-22
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