Service & Warranty

Service and Warranty Policy – Al Suroor Markets

Service and Warranty Terms

1. All warranty-related repairs must be performed by authorized Al Suroor Markets personnel or approved service partners only.
2. Service calls that involve general cleaning due to dust, non-defective software not installing/reading, or general product explanations will not be considered valid warranty claims. Al Suroor Markets holds no responsibility for third-party software quality.
3. If any misuse or damage is detected by authorized service personnel, the warranty will be void. Repairs in such cases will be chargeable and depend on part availability.
4. Warranty repairs are conducted on a "Carry-In" basis. Customers are required to bring the item to the registered service center. Transportation costs to and from the center are not covered by the warranty.

Warranty Exclusions

This warranty does not apply in the following cases:

1. Product was not purchased from alsuroormarkets.com or authorized retail outlets.
2. Product is used in violation of the instructions in the User Manual.
3. Damage or defects due to misuse or mishandling, as determined by service personnel.
4. Evidence of water damage, misuse, or environmental factors (e.g., power surges, lightning).
5. Unauthorized modifications or repairs made to the product circuitry.
6. Poor site conditions not matching recommended operational standards.
7. Altered, damaged, or missing serial number.
8. Damage during transit, due to acts of God, or exposure to pests (e.g., rodents or insects).
9. Al Suroor Markets is not liable for:
• Third-party claims for losses or damages.
• Data, content, or software loss during repair.
• Hard disk content; users should always back up data before submitting a device for service.
10. Warranty excludes third-party software, links, downloads, or apps included in or installed on the product.
11. Normal wear and tear (e.g., display scratches, worn batteries, lens wear) are not covered.
12. Defects from using the product with incompatible accessories, software, or services.
13. Battery-related issues such as short-circuiting, tampering, or usage in unsupported devices.

Third-Party Product Warranty

For items sold by resellers or third parties via alsuroormarkets.com:

1. The warranty is provided solely by the manufacturer, authorized agent, or seller, and coverage is valid within Saudi Arabia, unless otherwise stated.
2. For eligible items sold directly by Al Suroor Markets, a 12-month warranty applies from the delivery date.
3. Accessories (excluding Apple products) carry a 6-month warranty from delivery.
4. Pick-up and delivery for warranty services will be based on the original delivery address provided during claim submission.
5. All warranty services must be verified using the original invoice and serial number.
6. Warranty repairs are expected to be completed within 14 working days, excluding logistics and part availability delays.
7. Not all products are covered under warranty—please review the product listing for warranty inclusion.
8. Replacement or repair under warranty does not reset or extend the original warranty period.
9. If a product is unrepairable and still under valid warranty, a replacement will be provided (if available) or a full refund issued.
10. Customers must ensure safe packaging of returned items; damaged items due to poor packing will not be serviced.
11. Al Suroor Markets is not responsible for the warranty services of third-party sellers.
12. If the customer declines a repair for an out-of-warranty product, a handling fee may still apply.

Service Policy

1. Customers must back up all data and remove passwords or security locks (e.g., "Find My iPhone") before sending in a product.
2. Turnaround Time (TAT) excludes delays due to awaiting customer approval or additional data.
3. By submitting a product for service, the customer agrees to share their contact details for service communication purposes only.
4. Customers are responsible for the accuracy of all information submitted with the claim.
5. Screen protectors must be removed before service.
6. Warranty is void under the following:
• Misuse or failure to follow usage instructions.
• Water/liquid damage.
• Unauthorized repairs or tampering.

Pickup and Delivery Terms

1. Customers must securely pack items in the original box. Al Suroor Markets is not liable for any transit damage due to inadequate packaging.
2. All original accessories must be included with the item during pickup.

Warranty Providers

1. The manufacturer or its authorized service center will honor the warranty per their specific terms, found in the user manual or on their official website.
2. Al Suroor Markets is not responsible for:
• Time taken for repairs.
• Spare part availability.
• Quality of service at third-party service centers.
• Customers must resolve disputes directly with the manufacturer or authorized repair partner.

Additional Notes

• For support, please contact our customer service via:
• Phone
• Website live chat
• Email
• Warranty coverage is limited to items delivered within Saudi Arabia.
• Refunds and replacements will only be issued within the Kingdom.
• After a claim is processed, the item will be stored for up to 30 days. After this period, retrieval or return will no longer be possible.
• Keep your original packaging to remain eligible for warranty claims per SVC requirements.