Warranty Policy - Home Tech Smart Home Store

Article 1: Definitions and Scope

This policy applies to all products sold through the HomeTech online store (hometech-store.com), including smart devices from authorized brands. The warranty in this policy refers to the store's commitment to repair or replace products with manufacturing defects within the specified warranty period.

A customer is a natural or legal person who purchases products from the store. A product is any smart device or accessory sold through the store with a valid warranty. A manufacturing defect is any flaw in the product resulting from the manufacturing process or materials used, and not from misuse or accidents.

Article 2: Warranty periods according to the brand

Aqara Products

All Aqara products come with a twelve (12) month warranty from the date of purchase. This warranty covers manufacturing defects in materials and workmanship under normal and proper use of the product. This includes all Aqara products, including smart locks, cameras, sensors, controllers, and smart lighting.

Meross products

All Meross products come with a twenty-four (24) month warranty from the date of purchase. This warranty covers manufacturing defects in materials and workmanship under normal and proper use of the product. This includes all Meross smart plugs, switches, lighting controls, and smart home appliances.

Other products

Products from other brands are subject to the warranty period specified by the manufacturer and stated in the product description and purchase invoice. If no specific warranty period is provided, the default warranty period is twelve (12) months from the date of purchase.

Article Three: What the Guarantee Covers

The warranty covers manufacturing defects that appear in the product during the specified warranty period, which include but are not limited to: malfunctions in internal electronic circuits, defects in the materials used in manufacturing, a malfunction in the device's basic software, and the device not operating according to the specifications announced by the manufacturer.

The warranty also covers essential accessories included with the product such as charging cables, original batteries, remote controls and power adapters, provided that these accessories are from the original manufacturer and included with the product at the time of purchase.

In the event that a manufacturing defect is proven, the customer is entitled to free repair of the product, or to replace it with a new product of the same type and specifications, or to a full refund of the product value, according to the store’s assessment and the circumstances surrounding each case.

Article Four: What is not covered by the guarantee

The warranty does not cover damages resulting from misuse or negligence by the customer, including using the product for purposes other than those for which it was intended or exposing it to harsh environmental conditions exceeding the advertised specifications. The warranty also does not cover damages resulting from accidents such as drops, impacts, or water exposure in non-waterproof products.

Damage resulting from unauthorized interference with the product, such as opening the device or attempting to repair it by unauthorized persons, using non-original spare parts, or modifying the device's core software, will result in the permanent cancellation of the warranty.

The warranty does not cover replaceable batteries after the end of their lifespan, damage caused by fluctuations in electrical current or power outages, or damage caused by third-party software or applications not produced by the manufacturer.

A scratch or normal wear and tear resulting from normal use, or discoloration due to exposure to sunlight or natural environmental factors, is not considered a manufacturing defect and is not covered by the warranty.

Article Five: Conditions for Activating the Guarantee

To activate the warranty, the customer must retain the original purchase invoice or electronic receipt that proves the date and place of purchase. This document is essential to prove that the product is still within the specified warranty period.

The product must be in its original condition with all accessories and original packaging when claiming the warranty. If the original packaging is missing, the claim may still be accepted provided the invoice is available and the product is in good condition.

The customer must report the defect within a period not exceeding seven (7) days from discovering it, by contacting customer service through the means specified on the website or the designated telephone number.

Article Six: Procedures for Claiming Guarantee

If a product defect is detected, the customer should first contact customer service to register the claim and obtain a reference number for follow-up. The technical support team will attempt to resolve the issue remotely through technical guidance or, if possible, a software update.

If the problem cannot be resolved remotely, arrangements will be made to collect the product from the customer for inspection at an authorized service center. The store will cover shipping costs if a manufacturing defect is confirmed, while the customer will bear the costs if there is no defect or the problem is outside the warranty.

The product will be inspected by qualified technicians within five (7) working days of receipt. If a manufacturing defect is found, the product will be repaired, replaced, or refunded, depending on the condition and availability of spare parts.

Article Seven: Repair and Replacement Periods

In the event of a repair, the store is committed to completing the repair within a period not exceeding fourteen (14) working days from the date of confirmation of the manufacturing defect. This period may be extended in exceptional circumstances such as the unavailability of spare parts or delays from the manufacturer, and the customer will be notified of any anticipated delays.

If the product cannot be repaired or if the same defect recurs more than twice, the customer is entitled to request a replacement of the product with a new one of the same type and specifications. If the product is unavailable, it may be replaced with a product similar in function and value, subject to the customer's consent.

If no suitable alternative is available or the customer rejects the proposed alternatives, they are entitled to a full refund of the product price as paid on the original purchase invoice. The refund will be processed within seven (7) business days from the date of refund approval.

Article Eight: Rights and Obligations of the Parties

The customer is entitled to a product that works according to the specifications announced by the manufacturer, to receive the necessary technical support during the warranty period, and to claim repair, replacement or refund in the event of a proven manufacturing defect.

The customer is obligated to use the product in accordance with the instructions provided by the manufacturer, to keep the product in good condition, to report any defects in a timely manner, and to provide the necessary access to technicians in case of the need for home inspection or repair.

The store is committed to providing genuine products from authorized manufacturers, providing appropriate technical support, fulfilling warranty obligations on time, and handling customer claims with transparency and high professionalism.

Article Nine

Dispute Resolution and Final Proceedings

In the event of any dispute arising from the application of this policy, the parties shall endeavor to resolve the dispute amicably through direct negotiation. If a satisfactory solution is not reached within thirty (30) days, the matter may be referred to the Commercial Disputes Settlement Committee at the Saudi Ministry of Commerce.

This policy is subject to the regulations of the Kingdom of Saudi Arabia, specifically the Consumer Protection Law and the E-Commerce Law. In the event of any conflict between this policy and applicable regulations, the official regulations shall prevail.

The store reserves the right to modify this policy by giving customers thirty (30) days' notice. Modifications apply only to new purchases and do not affect existing warranties for previous purchases.

This policy is effective from the date of its publication on the website and supersedes all previous policies. For inquiries or claims, please contact customer service via email at [email protected] or +966 55 644 9585.