We value your feedback because it helps us drive continuous improvement. This page is dedicated to submitting a complaint about a product or service, or sharing a suggestion to enhance the experience. All requests are forwarded directly to our Customer Service team and handled according to a clear priority.
Use this page if you encounter a product issue or a manufacturing or operational defect, experience a shipping delay or a discrepancy or shortage in the order, have a poor experience with sales or support, or wish to suggest improvements to our products, website, or policies.
Your request is received immediately and a ticket number is created. You will receive a confirmation within one business day with the next steps. We aim to provide an initial resolution within two to five business days depending on the nature of the request. If the complaint is not resolved within five business days, you may escalate via the email below, mentioning the ticket number.
Phone: +966 13 340 0400.
\nEmail: [email protected] (Subject: Complaint Escalation – Ticket Number).
\nWorking Hours: Sunday to Thursday, 9:00 a.m. to 6:00 p.m. KSA time.
Please provide accurate details and attach photos or videos if available. For warranty and exchange claims, include the invoice number and a photo of the product or defect. We are committed to protecting your data in accordance with our Privacy Policy, and it is used only to process your request.
The submit button label is “Submit Request.” The success message is “Your request has been received successfully. Ticket No.: #{{TICKET}}. We will contact you within one business day.” The generic error message is “Submission failed. Please check the required fields and attachment size.” The note under attachments is “Allowed file types: JPG/PNG/PDF/MP4 – 10MB per file limit.”
Does a complaint require visiting the service center? No. Most cases are resolved remotely, and we will let you know if an in-person inspection is required.
\nWhat documents are required for product warranty? The purchase invoice, a photo or video showing the issue, and the ticket number.
\nWhen will I receive a replacement or refund? This is processed according to our Return & Exchange Policy after case inspection.
\nDo you keep my data? We use your data only to process your request and contact you, in line with our Privacy Policy.