Warranty Policy

Warranty Policy

Saudi Rock Co. (Tuwaq)’s warranty policy helps you stay covered in case of defects in material, design and workmanship after purchase of the product. On selected products and in instances where we are considered the seller, warranty repairs will be carried out by authorized service centers. In instances where products are bought through a seller that is not us, the terms of the respective seller’s warranty will apply.

The warranty is not applicable to cases other than defects in material, design and workmanship. Warranty obligations are limited to repairing of defective product or refunding the amount of the purchased product (such decision at the product Seller’s discretion). Not all products are covered by the warranty, always check the product listing to know if it includes warranty benefits. In the case of a refund, the customer must return all the accessories of the product. Otherwise, the amount of any missing item will be deducted from the amount of the product.

In cases, where we are considered a seller, a twenty four (24) months warranty will be provided for the eligible items purchased for all the buyers within KSA.

Repair or replacement under the terms of this warranty does not provide right to extension or renewal of the warranty period. Warranty terms are in accordance with your device manufacturer.

In the event that your item can’t be repaired but is still under the manufacturer’s warranty, we’ll issue a replacement or, if a replacement isn’t available, you’ll be refunded in full.

The customer must return the product under warranty in its original condition and packaging including all accessories and warranty card.

To avail of warranty services if a defect occurs in your product within the valid warranty period, please send a message with an attached picture of your product to the Saudi Rock Co. (Tuwaq)’s customer service e-mail: care@tuwaq.com. Saudi Rock Co. (Tuwaq) shall contact you within 24 hours to validate the claim and to set a time for collection. Once collected and approved by Saudi Rock Co. (Tuwaq), the product shall be sent for repair at the service center and returned back to you within 15 working days from receiving the item in our warehouse.

 

Seller Warranty Duration Number of Claims per Product*
Sold by Saudi Rock Co. (Tuwaq) 24 months (KSA) 3
Sold by other Seller Please refer seller warranty terms Please refer seller warranty terms

*Covered during validity period of warranty

By submitting your item for repair, you consent to us and the repairer using your contact details in this way only as required in connection with the repair service.

Contact Us:

You may contact us through email, social media or live chat on the Site, or by calling our call center on 966-55-789-0040 (KSA)