Warranty Policy

INTRODUCTION

iRazzh holds every seller to a standard of quality and transparency. If a product fails to deliver on the promises made at the point of sale, this policy explains how the issue is resolved, including how long you have to raise a claim, what's covered, and what happens once you do.

This Warranty Policy is issued in accordance with the Saudi Consumer Protection Law, its Implementing Regulations, and the Ministry of Commerce directives on minimum warranty periods for durable and electronic goods. It works alongside and should be read together with the Return & Refund Policy (POL-005) and the iRazzh Vendor Agreement and Seller Terms (POL-012). The dividing line between this policy and the Return & Refund Policy is explained in Section 5 below.

Sellers on iRazzh bear sole and full responsibility for honoring the warranty obligations applicable to their products, in line with the Vendor Agreement (POL-012) and applicable Saudi consumer protection law. iRazzh operates the claims process and enforces seller compliance. It does not manufacture, certify, or guarantee any product itself.

Under the Aggregated Shipping Model, all warranty-related logistics, collection from the buyer, and return to the seller, are coordinated by iRazzh through its logistics partners. The seller is responsible for all repair, replacement, and return costs.

1. WARRANTY PERIOD BY PRODUCT CATEGORY

The length of time you must raise a warranty claim depends on the type of product purchased, in line with Saudi consumer protection requirements and the warranty commitments sellers make on the iRazzh platform:

Product Category	Warranty Period	Basis

Electronics, appliances, and similar durable goods	24 months from confirmed delivery	Statutory minimum under Saudi consumer protection requirements, and the seller's commitment set out in the Vendor Agreement
All other physical products (fashion, beauty, home, accessories, toys, and similar categories)	14 calendar days from confirmed delivery	iRazzh's standard quality assurance window for non-electronic goods

Where a product carries a manufacturer's warranty longer than the periods above, the manufacturer's warranty terms, provided with the product or available from the seller, apply in addition to, and do not reduce, this policy.

2. WHAT IS COVERED

A warranty claim under this policy may be raised for:

Manufacturing defects, including stitching failures, broken hardware, structural defects, or component failure under normal use.
Products that are materially different from their description or images at the time of purchase.
Items that arrive damaged due to packaging failure or mishandling in transit.
For electronics and durable goods specifically, defects in material, workmanship, or design that arise within 24 months are consistent with the warranty obligation sellers undertake under the Vendor Agreement.

3. WHAT IS NOT COVERED

This policy does not cover:

Normal wear and tear arising from regular use.
Damage caused by misuse, improper washing, or storage contrary to the manufacturer's care instructions.
Water damage caused by the customer to electronic appliances.
Alterations or modifications made to the product after delivery.
Beauty products after opening, unless the product is confirmed to be defective or contaminated on arrival.
Damage caused by an accident, unauthorized repair attempt, or use of the product outside its intended purpose.

Exclusions listed in this Section do not apply where the underlying issue is, in fact, a manufacturing defect that only became apparent through normal use. iRazzh's review process in Section 6 will assess each claim on its individual facts.

4. HOW TO RAISE A WARRANTY CLAIM

1. Go to My Orders and select the relevant order.
2. Tap Report an Issue and select Warranty / Defective Item.
3. Provide a clear description of the issue and upload photographs of the defect.
4. Submit the claim within the warranty period applicable to your product category, as set out in Section 1.

5. WARRANTY CLAIMS VS. STANDARD RETURNS

This Warranty Policy and the Return & Refund Policy cover related but distinct situations:

Within the first 14 calendar days of delivery, a defective, damaged, or materially misdescribed product may be returned under the guaranteed-return provisions of the Return & Refund Policy (Section 9 of that policy), which offers a fast, no-cost return and refund path.
For electronics and durable goods, beyond the initial 14-day window and up to 24 months from delivery, the same categories of defects are handled under this Warranty Policy instead, since the standard return window will have closed, but the warranty period remains active.
For non-electronic products beyond 14 days, no further warranty claim is available under this policy, consistent with the category-specific period in Section 1, though any rights you hold directly against the manufacturer remain unaffected.

In practice, this means a defective product is almost always resolvable through one of these two policies, and which one applies simply depends on how much time has passed and what type of product is involved.

6. CLAIM REVIEW AND RESOLUTION- AGGREGATED SHIPPING MODEL

Once a warranty claim is submitted and validated, iRazzh coordinates the logistics:

iRazzh books a courier to collect the item from the buyer.
The item is delivered to the seller's registered address within the standard return window.
The seller must inspect and sign the courier's handover document on receipt.
The seller is responsible for repairs, service-centre dispatch, or replacement at their own cost, within fourteen (14) days of receipt.
The resolution offered to the buyer, repair, replacement, store credit, or refund is proposed by iRazzh based on the circumstances and the seller's response.

All logistics costs for warranty claims attributable to a product defect are borne by the seller. Where iRazzh advances costs to expedite a resolution, those costs are recovered from the seller's next payout.

Where a seller unreasonably refuses a valid claim, fails to respond within 14 days, provides a non-original replacement, or exceeds the completion window, iRazzh may charge the seller the full product price plus logistics costs, and the violation is logged to their compliance score.

7. YOUR STATUTORY RIGHTS

Nothing in this policy limits or excludes any right that cannot be limited or excluded under applicable Saudi law. Your rights under the Consumer Protection Law to a repair, replacement, or refund for a defective product remain available to you regardless of any category, exclusion, or timeline set out in this policy, and a product explicitly marked "no warranty," "final sale," or similar does not override your statutory rights in respect of a genuine manufacturing defect.

8. DISCLAIMER & LIMITATION OF LIABILITY

iRazzh operates as a marketplace facilitator. Except where iRazzh is explicitly identified as the seller of record, the seller of the relevant product remains primarily responsible for honoring warranty obligations under this policy and the Vendor Agreement.

iRazzh operates the warranty claims process and enforces seller compliance. Sellers bear sole responsibility for honoring warranty obligations, including repair, replacement, and associated logistics costs. iRazzh is not liable for indirect, incidental, or consequential loss arising from a seller's delay or failure to honor a valid warranty claim.

Buyers' statutory rights under Saudi consumer protection law are unaffected by any limitation in this policy.

9. POLICY AMENDMENTS

iRazzh may update this Warranty Policy at any time to reflect changes in applicable law or platform practice. Material changes will be communicated via email and in-app notification at least 15 calendar days before taking effect. Continued use of the platform after the effective date constitutes acceptance of the revised policy.