Warranty Maintenance Policy

Last Updated: 26/03/2026

First: What warranty means on Scopelux

Scopelux operates as an intermediary platform connecting sellers and buyers. We do not manufacture, store, or ship the products listed on the platform. Accordingly:

• The warranty provided on products is the responsibility of the seller you purchased from, not the platform.

• Our role is limited to facilitating the warranty process by providing a way to submit warranty and maintenance requests and enabling communication between the customer and the seller.

Under the Saudi E-Commerce Law, the seller is required to clearly state the product’s warranty and maintenance policy in the sales contract.

Second: The seller’s warranty responsibility

Each seller on the Scopelux platform is committed to the following:

2.1 Disclosure of warranty terms

The seller must clearly specify the warranty terms on each product page, including:

• Warranty period (e.g., 1 year, 2 years, 5 years).

• Warranty type: manufacturer warranty or seller warranty.

• Warranty coverage: what is covered (for example: manufacturing defects, internal component failure, battery issues) and what is not covered (for example: breakage due to misuse, impacts, water damage).

• Service provider: the name of the authorized service center or the seller’s maintenance workshop.

• Warranty costs: whether the warranty fully covers spare parts and service fees, or if there are additional charges.

2.2 Fulfilling warranty obligations

The seller commits to:

• Respond to warranty and maintenance requests within 3 business days from the date they are submitted through the platform.

• Repair or replace the product if a manufacturing defect is confirmed during the warranty period.

• Cover the shipping costs to and from the customer if the defect is covered by the warranty.

• Commit to the specified repair timeframe (up to 30 days from the date the product is received, unless the defect requires more time, with the customer being notified).

• Reimburse the platform for any amounts paid to customers due to the seller’s breach of their warranty obligations.

2.3 Failure to disclose warranty

If the seller does not specify a warranty policy for the product, Saudi regulations assume the customer is entitled to maintenance and warranty according to prevailing commercial practices in the Kingdom. Therefore, we advise sellers to clearly disclose their policies to avoid disputes.

Third: Warranty types by product category (for clarification)

Fourth: How to submit a warranty or maintenance request

The customer should follow these steps:

1. Submit the request: through the buyer’s account on the platform, via the order page → “Warranty / Maintenance Request”, and upload a photo or video showing the defect.

2. Submission period: within the warranty period announced by the seller.

3. Seller review: The request is forwarded to the seller for review within 3 business days.

4. Seller decision: either accept the request with shipping instructions, or reject it with the reason stated.

5. Repair and return: after the repair is completed, the seller sends the product back to the customer at the seller’s expense.

Note: If the seller does not respond to the warranty request within 7 days, the Scopelux Support team may step in and make a decision to protect the customer.

Fifth: Maintenance policy (after warranty)

5.1 Paid maintenance service

• Sellers who offer paid maintenance services (after the warranty expires) can list this service on the platform.

• The maintenance cost and repair timeframe must be clearly stated before the service starts.

• The seller must issue an electronic invoice showing the cost of spare parts and labor.

• The platform bears no responsibility for paid maintenance; the contract is directly between the customer and the seller.

5.2 Maintenance for luxury products (watches and jewelry)

For luxury watches and jewelry, we recommend customers contact:

• Authorized service centers of the global brand (if the product is covered by a manufacturer warranty).

• The seller, if they provide in-house maintenance or through an authorized center they work with.

Sixth: Warranty disputes

If a dispute arises between the buyer and the seller regarding a warranty request, the platform will do the following:

1. Review the evidence provided by both parties (photos, messages, the published warranty policy).

2. Consult a technical expert in complex cases (such as watch or jewelry defects) if needed.

3. Make a binding decision in the following cases:

   • Confirm that the seller violated the published warranty policy.

   • The seller does not respond to the warranty request within 7 days.

   • Confirm that the product has a manufacturing defect and the seller did not repair it even though it is covered by the warranty.

If the platform makes a decision in favor of the buyer, the platform may:

• Deduct the cost of repair or replacement from the seller’s payouts.

• Suspend the seller’s account in case of repeated violations.

Seventh: Disclaimer (Scopelux protection)

Under this policy, and to the maximum extent permitted under the Saudi E-Commerce Law:

1. Scopelux is only an intermediary platform and assumes no responsibility for the quality, accuracy, or legality of any warranty provided by the seller.

2. The final decision on warranty requests rests with the seller according to their published policy, except in dispute cases where we intervene under Section Six.

3. Our financial liability for any claim does not exceed the total commission we received from the disputed transaction.

4. We assume no responsibility for maintenance costs, spare parts, or any damages resulting from repairs.

5. We reserve the right to suspend or terminate any seller account proven to have violated the published warranty policy or to have been involved in providing false warranties.

Eighth: Contact inquiries

To ask about the warranty for a specific product before purchasing, please contact the seller using the “Ask about this product” feature on the product page.

To inquire about an existing warranty request, please contact the Scopelux Support team via:

• Email: warranty@scopelux.com

• Or through the contact form on the platform.