Return & Warranty Policy – Zytona Store

This Return and Warranty Policy (“Policy”) sets out the procedures for returning, exchanging, and servicing products purchased from Zytona Store, and explains how we handle manufacturing defects and malfunctions.

This Policy applies to electronic products purchased from Zytona Store or from our authorized official sales channels within the Kingdom of Saudi Arabia, unless different terms are specified on the relevant product page or offer.

I. Return Policy

Customers may request to return a product within 14 days of receiving the order, provided that the product is eligible for return and meets the return conditions set out in this Policy.

Return Eligibility Conditions

A return request will be accepted where all of the following conditions are met:

  1. The product is in its original condition as received.
  2. The product is unused and has not been operated.
  3. The product is in its original packaging.
  4. Protective seals or original labels, if any, have not been removed.
  5. All accessories, manuals, connecting parts, the invoice, and the warranty card are returned with the product.
  6. The product has not been scratched, broken, damaged, misused, or tampered with.
  7. Zytona Store has been notified of, and has approved, the return request prior to the product being shipped or handed over.

No returned product will be accepted without prior notice and approval from Zytona Store.

Non-Returnable Products

A product cannot be returned in any of the following cases:

  1. The product has been used or operated.
  2. The original packaging has been opened, or the protective seal removed, except where a manufacturing defect has been established.
  3. The product is damaged, scratched, or missing accessories.
  4. The product has been installed, configured, or linked to an application or user account.
  5. The product has been modified, or an attempt has been made to service it by an unauthorized party.
  6. The 14-day return period from the date of receipt has expired.
  7. The product is not eligible for return under the terms of the relevant offer or product page.

II. Warranty Policy

Zytona provides a limited warranty of two years on electronic products, effective from the purchase date shown on the invoice or proof of purchase.

The warranty covers manufacturing defects or malfunctions resulting from faulty materials or workmanship, provided that the product has been used, stored, operated, and maintained in accordance with the manufacturer’s instructions and user manual.

The warranty does not automatically guarantee a return or refund. The product must first undergo technical inspection to determine the appropriate resolution.

How to Make a Warranty Claim

If a manufacturing defect or malfunction arises during the warranty period, the customer must contact Zytona Store’s Customer Service team and provide the following information:

  1. Order or invoice number.
  2. Product name.
  3. Product serial number.
  4. A clear description of the issue.
  5. Photos or video showing the fault, if available.
  6. Any additional information or accessories required for technical inspection.

Once the claim is received, the product will be inspected by Zytona’s authorized team. Based on the inspection outcome, Zytona Store reserves the right to take the appropriate action, which may include:

  1. Repairing the product.
  2. Replacing the product or the defective part with a new or refurbished item in suitable condition.
  3. Refunding the value of the product, where repair or replacement is not possible, based on the condition of the product and Zytona’s assessment.

Warranty Period Following Repair or Replacement

Where a product is repaired or replaced under warranty, the warranty continues for the remainder of the product’s original warranty period; it does not restart from the date of repair or replacement.

A limited warranty may be granted on the repaired or replaced part, at the discretion of Zytona or the authorized service center.

Warranty Exclusions

The warranty does not cover the following:

  1. Misuse or use contrary to the operating instructions.
  2. Breakage, scratches, or damage caused by the customer.
  3. Exposure of the product to liquids, high humidity, heat, fire, or prolonged direct sunlight.
  4. Malfunctions resulting from the use of non-original or unapproved accessories, spare parts, or cleaning agents/solutions.
  5. Attempts to open, service, or modify the product by an unauthorized party.
  6. Damage resulting from incorrect electrical connection or the use of unsuitable voltage.
  7. Malfunctions resulting from neglect or failure to carry out required periodic maintenance.
  8. Use of the product in a commercial setting, or under intensive operation, when the product is designated for household use only.
  9. Use of the product outdoors where it is not designed for such use.
  10. Unauthorized updates or modifications to the software or system.
  11. Loss, removal, or damage to the serial number or warranty label.
  12. Loss or theft of the product after purchase.

Parts Not Covered by Warranty

The warranty does not cover consumable parts or components subject to normal wear and tear, including:

  1. Main and side brushes.
  2. Filters.
  3. Mop pads/wipers.
  4. Dust bags.
  5. Detergent tanks or containers.
  6. Replaceable accessories.
  7. Any other parts subject to normal wear through use.

This exclusion does not apply if a manufacturing defect in the part is found before use, or shortly after receipt, as assessed by Zytona’s team or the authorized service center.

Refunds

Once a return request is approved, the product inspected, and the return confirmed, the refund process will begin.

The refund process may take up to 10 business days after the request has been processed and the return approved. This timeframe may vary depending on the payment method, bank, or payment service provider.

Bundled Products and Free Gifts

If a product was purchased as part of a promotion that included a free gift or additional accessory, and Zytona approves the return and refund, the free gift or accessory must be returned along with the product, in the same condition in which it was received.

The refund request will not be processed until all items associated with the order or promotion have been received.

Limitation of Liability

Zytona’s liability under the warranty is limited to the repair, replacement, or refund of the product, based on the outcome of the technical inspection and assessment of its condition.

Zytona shall not be liable for any indirect damages or losses arising from the use of, or inability to use, the product, including but not limited to loss of profits, business interruption, or any other operational losses, to the extent permitted by law.

Rejection of Return or Warranty Requests

Zytona Store reserves the right to reject a return or warranty request in any of the following cases:

  1. The product does not comply with the terms of this Policy.
  2. There is evidence of misuse, damage, or tampering.
  3. Accessories, packaging, or the invoice are missing.
  4. The return or warranty period has expired.
  5. The product was used outside the Kingdom of Saudi Arabia, unless otherwise agreed.
  6. The product was purchased from a party not authorized by Zytona.
  7. The operating or maintenance instructions provided by the manufacturer were not followed.

Where a request is rejected, the customer will be informed of the reason for rejection, and arrangements will be made to return the product to them.

Contact Customer Service

To request a return or make use of the warranty, please contact Zytona Store’s Customer Service team through our official communication channels, providing the order or invoice number and details of the issue.