Warranty and Maintenance Policy

At PREMBOX, we are committed to providing the best shopping experience and ensuring your rights in accordance with the following approved terms and policies for orders within the Kingdom of Saudi Arabia:


1. Warranty Period and Validity

  • Variation in Duration: The warranty period varies entirely based on the nature and type of each product. The specific warranty period is explicitly stated on the product page prior to purchase.
  • Covered Products: The warranty applies exclusively to products whose page or invoice explicitly states that they are covered by a warranty.


2. How to File a Warranty Claim

For warranty-covered products, you can submit a claim via WhatsApp by following these steps:

  1. Contact us through our official WhatsApp channel.
  2. Select "I need help" from the menu, then proceed to "Warranty Claims".
  3. Follow the automated instructions and fill out the required information.


3. Key Terms and Requirements for Claim Acceptance

  • Attaching an Explanatory Video: A clear video clip must be attached, accurately showing the product and the issue or manufacturing defect.
  • Serial Number and Packaging: Some products strictly require the Serial Number (S/N) printed on the device itself, or require the original product box (carton) to be in good condition for the claim to be accepted.


4. Claim Processing Stages and Timeline

  • Step 1 (Product Shipping): Once the claim is opened and initial approval is granted, you will receive a text message or a WhatsApp message containing the drop-off code or return shipment number, along with instructions for handing the product over to the shipping company. This will be sent within 7 working days from the date the claim was opened.
  • Step 2 (Arrival at the Warehouse): After you hand over the shipment and it arrives at our main warehouses in Riyadh, you will receive a message confirming receipt of the product and the commencement of the inspection process.
  • Step 3 (Inspection and Result): Upon completion of the technical inspection by our specialized team, you will receive another message explaining the status of the product (Warranty Accepted / Rejected) and the action to be taken (Repair / Replacement).


5. Fees and Costs (Shipping and Maintenance)

  • Shipping and Return Fees: The customer bears the shipping and return fees, which start from 27 up to a maximum of 49 . The exact amount is determined based on the available shipping and return options and companies.
  • Misuse: If the technical inspection reveals that the defect or malfunction is due to customer misuse (e.g., breakage, exposure to liquids, unauthorized modification, etc.), additional shipping fees and extra charges for repair and maintenance (if repairable) will apply, and you will receive a notification with the fee details.


6. Geographical Scope of the Warranty

  • Domestic Orders: Warranty, inspection, and repair services are available exclusively for orders shipped within the Kingdom of Saudi Arabia.
  • International Orders: We do not provide warranty, repair, or technical support services for international orders shipped outside the Kingdom of Saudi Arabia under any circumstances.