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Home > Return & Exchange
Return & Exchange

Return & Exchange

eXtras’ return and exchange policy provides customers with a clear vision of when and how they can return a product in a way that keeps customers satisfied and company rights reserved.

In order to serve you better and provide a pleasant shopping experience, please note eXtra Online Return & Exchange Policy:

In case you are not satisfied with your product(s), or the product(s) is defective, within 14 days from the date you receive your order, you can request a "Return Material Pre-Authorization" to return the product(s) to eXtra.

Exclusions:

  • Software, video games are non-returnable.
  • Due to hygienic reasons Health & Beauty products (shavers, epilators, oral/ dental care…) are not subject to any return, replacement or refund, unless found defective within (14) days.
  • Mobile phones, computers, gaming devices are not subject to any return, replacement or refund, unless found effective within (14) days.
  • Any activated Data SIMs and routers are not subject to any return or refund unless found effective within (14) days.
  • Printers, faxes, copy machines, supplies and accessories are not subject to any return, replacement or refund, unless found effective within (14) days.
  • Any open box return or exchange will be subject to the following deduction:
    • 30% on Mobile Phones
    • 15% on all other products

Please contact us to obtain Return Material Pre-Authorization (RMPA) before processing a return. "RMPA" are valid for (14) days from date of issue.

In the event of a return as a result of product malfunction or manufacturing defect, damage upon delivery or delivery of the wrong product, customer will not be charged for any shipment fees or/and Bank transfer fees (29 SR). In case of returns for other reasons (i.e. customer needs an exchange or customer changed his mind) shipment fees or/and Bank transfer fees will be charged to the customer.

While preparing for a return, product must be in its original packing with full set of accessories and manuals included. We do not accept return of products which have scratches, are damaged as a result of misuse, or malfunction due to wrong voltage connection. At our sole discretion, we may consider returns that do not satisfy the above criteria.

To process physical return of product(s):

  • If you have received your product(s) from eXtra delivery team, please contact us.
  • If you have received your product(s) from SMSA, you can use SMSA courier services.
  • If you have collected your product(s) from one of our store, you must proceed to the same store.

Any physical return must be accompanied with a valid "RMPA" number. "RMPA" number must appear on shipping document. Failing to do so will delay process and can invalidate the return.

Once we have received the unit back, we will process inspection for replacement or refund. Following inspection by our technician on product packing condition, complete accessories set and product technical check, line manager will approve/reject return for replacement or refund.

Replacement product will be shipped / handed-over to you following the mode of return and location selected. We will not replace a product with a different model, unless stock of original product is not available. In such circumstance, we will request your permission before processing.

In case of refund, repayment will be calculated at product prevailing price after deduction of any return non-compliance fees (details listed on "RMPA" form). The settlement of a refund will be affected once the bank has refunded the money, which is the next billing cycle form the date of approval of the return.

In the event of a return as a result of product malfunction or manufacturing defect, damage upon delivery or delivery of the wrong product, customer will not be charged for any shipment fees or/and Bank transfer fees (29 SR). In case of returns for other reasons (i.e. customer needs an exchange or customer changed his mind) shipment fees or/and Bank transfer fees (29 SR) will be charged to the customer.

In case of payment settlement by SADAD, the refund will be processed from extra to customer account by form of bank transfer upon compliance to the above conditions.

In order to serve you better and provide a pleasant shopping experience, please note eXtra in-store Return & Exchange Policy:

  • eXtra will gladly Return or Exchange your purchases within 7 days from the date of purchase.
  • Products that are returned within 7 days as “Dead on Arrival” / “Not Functioning” may be Exchanged or Refunded after technical inspection from our technicians or/ Manufacturers’ technicians.
  • Any open box return or exchange will be subject to the following deduction:
    • 30% on Mobile Phones
    • 15% on all other products
  • Delivery, installation, and computer services charges are non-refundable once performed.
  • Original invoice or cash register, with eXtra "exit" stamp on it, has to be presented.
  • Product must be in its original packing accompanied with all accessories and manuals.
  • eXtra reserves the right to deduct 100 SR as delivery charges for return or exchange's pick up.
  • eXtra does not allow return or exchange of products which are damaged as a result of misuse, such as scratches or malfunction due to wrong voltage connection, or missing some parts of the product (such as catalogues, accessories…) eXtra has the right to determine such case.
  • Computers’ Software, Multimedia products (such as DVD, CD, Cassettes, Blu-Ray discs), Video Games and confectionary items are non-refundable.
  • Printers, Fax Machines, Copiers, Shavers, and Personal Care Products sold with Consumable Items (such as ink cartridges, razorblades…) can only be returned or exchanged in their original condition.
  • eXtra is not responsible for any data loss or transfer of data for Returned / Exchanged products.
  • Products purchased through Financial Installment Programs can only be exchanged according to the above policy.