Policy

  • In order to serve you better and provide a pleasant shopping experience, please note eMart 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 eMart.

    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 eMart 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 eMart to customer account by form of bank transfer upon compliance to the above conditions.