Warranty and Maintenance Policy

Warranty and maintenance requests for products sold directly by Qavashop are managed through the app of Spherey, Qavashop’s authorised maintenance partner.

To request service please submit a maintenance request through the Spherey app and attach purchase details, product information and a description of the fault. The relevant maintenance team will review the request and coordinate inspection and repair procedures with the customer in accordance with the warranty terms and applicable laws.

Customers may contact Qavashop customer service for assistance with submitting a request or enquiries about service procedures.

For products sold by another seller or supplier through Qavashop warranty and maintenance services are provided by the product’s authorised agent or distributor in Saudi Arabia or its authorised service centre.

To request warranty or maintenance service please contact Qavashop customer service first. Our team will verify the purchase details and identify the relevant warranty provider then direct the customer to that provider and supply the contact details and procedures for obtaining service with assistance in following up on the request when needed.

Referring the customer to the warranty provider does not remove their statutory rights or release Qavashop or the seller from any statutory obligations applicable to each of them.

“Fulfilled by Qavashop” does not by itself mean that Qavashop is the seller or warranty provider. Please refer to the seller and warranty information disclosed for the product.

New electrical and electronic appliances sold within Saudi Arabia carry a warranty of at least two years starting from the date the product is received. If a longer warranty period is advertised the longer period applies.

The warranty covers manufacturing defects and faults included in the coverage including replacement parts at no charge.

Coverage for other products is specified on the product page or in the warranty documents subject to the statutory rights and requirements applicable to those products.

The warranty does not cover normal wear, cleaning, routine maintenance or replacement of consumable materials and parts due to ordinary use. This does not prevent coverage of a manufacturing defect in these parts where it is covered by the warranty.

Damage resulting from the following circumstances may be excluded where its connection to the fault being claimed is established:

• Misuse, accidents or damage caused by external factors.
• Failure to follow operating instructions or neglect of maintenance required under the manufacturer’s recommendations.
• Use of electricity or water that does not meet the manufacturer’s specifications.
• An incorrect repair or modification that caused the fault.

If coverage for a fault is declined the customer will be provided with the reason for rejection and the technical inspection findings.

When submitting a maintenance request through the Spherey app for products sold directly by Qavashop or contacting Qavashop customer service about third-party products please provide:

• The order number, invoice or proof of purchase.
• The product name, model number and serial number if applicable.
• A description of the fault with photographs or a video when needed.

The relevant service provider will explain the inspection procedures, where to deliver the appliance or the collection arrangements and the expected service timeframe. Responsibility for transport costs is determined under applicable laws and the disclosed warranty terms without charging the customer costs that the seller or warranty provider is legally required to bear.

If the inspection or repair falls outside warranty coverage any fees will be explained and a quotation provided to the customer. Customer approval will be obtained before any paid service is performed.

Please preserve the product’s serial number. If it is unreadable purchase documents and available verification methods will be reviewed to determine the product’s warranty eligibility.

Open-box and used products are provided with a one-year commercial warranty from the date of receipt unless a longer period is advertised or the law requires a longer warranty period based on the product’s classification and condition.

The product’s condition, any known defects or previous repairs, warranty period and warranty provider are disclosed before purchase.

For used or refurbished products the disclosed coverage applies to the extent permitted by law.

Service requests for products sold directly by Qavashop are submitted through the Spherey app. For products sold by third-party sellers the service request process starts by contacting Qavashop customer service for direction to the relevant warranty provider.

Statutory rights relating to repair timeframes, warranty extensions, replacement or refunds, temporary replacement products or compensation apply when the conditions for entitlement are met.

Referring the appliance to the supplier or awaiting spare parts does not remove these rights.

This policy does not limit consumer rights under applicable laws in Saudi Arabia. If any provision conflicts with a mandatory legal requirement that requirement prevails.

To request maintenance for products sold directly by Qavashop please use the Spherey app. For third-party product requests, assistance or complaints please contact the customer service channels published on the Qavashop website.