Refund, Returns & Exchange Policy

At Techno Security Solutions & Services Company, we aim to provide accurate product information, dependable security products, and a transparent purchasing experience.

If you need to request a return, exchange, cancellation, or refund, the request will be reviewed according to:

• The condition of the product
• The reason for the request
• Product eligibility
• The circumstances of the transaction
• Applicable Saudi laws and consumer rights

Nothing in this policy is intended to restrict any right that a consumer is entitled to under applicable laws and regulations in the Kingdom of Saudi Arabia.

Subject to applicable exclusions and Saudi law, an eligible customer may request to rescind an online purchase within 7 days following receipt of the product, provided that the product has not been used and the customer has not benefited from it.

The product should generally remain in a condition suitable for return, together with the items originally supplied with it where applicable. The Saudi E-Commerce Law provides this seven-day right in eligible cases and also specifies exceptions depending on the nature and condition of the product or service.

Where applicable, returned products should:

• Be unused
• Not have been installed or activated where that would materially affect their condition
• Be in substantially the same condition in which they were received
• Include original accessories where applicable
• Include manuals, cables, adapters, mounting accessories, or other originally supplied items
• Include original packaging where reasonably required
• Include proof of purchase or sufficient order information

A return request may require inspection before approval. The presence or absence of packaging should not be used to override rights that cannot legally be excluded under applicable Saudi law.

Certain products or transactions may be excluded from ordinary change-of-mind cancellation where permitted by applicable law. These may include: customized products (manufactured, configured, or prepared according to the customer’s individual request); products that have been materially used; products damaged because of misuse, improper handling, unauthorized modification, incorrect installation, accident, or other customer-caused damage; and certain software/digital products subject to applicable statutory exceptions. These exclusions are applied consistently with Article 13 of the Saudi E-Commerce Law rather than as blanket exclusions.

If you receive a product that is defective, damaged on arrival, incorrect compared with the confirmed order, missing important included items, or materially inconsistent with the agreed specifications, please contact Techno Security as soon as reasonably possible.

We may request: order number, customer contact details, product name/model, photos or video showing the issue, serial number where applicable, and a description of the problem.

The request will be reviewed and an appropriate solution may include repair, replacement, exchange, return, or refund depending on the circumstances and applicable rights. Saudi Ministry of Commerce guidance confirms that consumers have protections regarding defective goods and the ability to seek return/refund where applicable.

If an order appears materially damaged during delivery: inspect the shipment where reasonably possible, keep the packaging where useful for investigation, take clear photographs, and contact Techno Security promptly. Do not discard important packaging or damaged components until the case has been reviewed where they may be required as evidence. We may coordinate with the delivery provider where applicable.

If Techno Security sends a different product from the confirmed order, please contact us with the order information and details of the product received. Once verified, we will arrange an appropriate solution according to the circumstances. Customers should not intentionally use or materially alter an incorrectly supplied product after identifying the error.

Eligible products may be exchanged where appropriate and subject to product condition, stock availability, applicable return eligibility, price differences, and applicable delivery arrangements. If the replacement product costs more, the customer may be required to pay the difference; if it costs less, any applicable balance/refund is handled according to the agreed arrangement and payment method. An exchange is not considered complete until the return and replacement have been confirmed.

Where an online purchase qualifies for cancellation under applicable law, a customer may request a return within the applicable period provided the legal and policy conditions are met. A change-of-mind return does not cover products that fall within applicable legal exceptions or products materially affected by customer use or mishandling. Where the customer is responsible for return costs under applicable law, this is communicated clearly before processing. Under Saudi E-Commerce Law, in eligible rescission cases the consumer generally bears the cost of rescinding the contract unless otherwise agreed.

If an order has not yet been dispatched or otherwise committed to fulfillment, a customer may contact us to request cancellation. We will make reasonable efforts to process the request before shipment. Cancellation cannot always be guaranteed once the order has been dispatched, a courier has received the shipment, a customized item has entered production/configuration, or an applicable service has already commenced. If dispatch has already occurred, the request may instead be handled according to the applicable return process.

If delivery or execution is delayed, Techno Security will aim to inform the customer where reasonably possible.

Under Saudi E-Commerce Law, unless the parties agree to extend the delivery/execution date, a consumer may have the right to rescind the contract where delivery or execution is delayed by more than 15 days from the contract date or agreed date, except where the delay is due to force majeure. Any cancellation or refund arising from such circumstances will be handled according to applicable Saudi law.

If tracking shows a delivery problem or the shipment has not arrived within the expected period, customers should contact us so the shipment can be investigated with the relevant delivery provider. Please provide: order number, recipient name, contact number, and available tracking information. We will review the issue and take appropriate action according to the circumstances.

Return-shipping responsibility depends on the reason for the return and applicable legal rights. If the product is defective or incorrect, Techno Security will review the circumstances and arrange or cover appropriate return handling where required. For change-of-mind returns, the customer may be responsible for applicable return costs where permitted by law and unless Techno Security agrees otherwise. Return instructions should be provided by Techno Security before the customer ships the product back.

Customers should contact Techno Security before returning a product and provide:

• Full Name
• Order Number
• Phone Number
• Product Name / Model
• Reason for Return
• Relevant Images or Video, where applicable

Do not send products without approval. Customers should not send products to an office, warehouse, courier location, or other address without first receiving return instructions from Techno Security. Unauthorized shipments may create delays or make it difficult to identify the relevant order. Once a return request is reviewed, the customer is provided with the appropriate instructions.

Returned products may be inspected to confirm: product identity, serial/model information, condition, usage, included accessories, reported defect or issue, and eligibility for the requested remedy. Inspection is intended to determine the appropriate resolution and should not be used to deny statutory consumer rights.

After an eligible refund is approved, Techno Security will process the refund according to the applicable payment arrangement and legal requirements. Refunds may depend on return receipt where applicable, product inspection, cancellation confirmation, payment-provider processing, and transaction status. Customers will be informed where additional information is reasonably required.

Once Techno Security has completed the required return/cancellation review, the refund is initiated as soon as reasonably possible in accordance with applicable requirements. After initiation, the time for funds to appear may also depend on the customer’s bank, card issuer, or payment provider. Techno Security’s processing time is separate from bank/payment-provider settlement time.

Where possible and legally applicable, refunds should generally be returned through the original payment channel unless another method is appropriately agreed. The applicable refund method follows the payment method actually used and enabled on the website (currently including Cash on Delivery). We do not promise cash refunds unless cash refund processing is actually available for the relevant transaction.

Installment services such as Tabby and Tamara are not currently enabled on this website. If such services are enabled in the future, refunds/adjustments for orders paid through them would be processed through the respective provider, and installment balances, cancelled payments, or amounts already paid would be adjusted according to the provider’s applicable process.

Products purchased during a sale or promotion remain subject to applicable consumer rights. A product does not automatically lose defect-related or statutory rights simply because it was discounted. Where a promotion has specific lawful conditions, those conditions are clearly communicated to the customer.

Treatment of original shipping charges depends on the reason for cancellation, whether the order was delivered, whether the seller supplied an incorrect/defective product, applicable statutory requirements, and other circumstances of the transaction. Shipping charges are not automatically declared non-refundable under all circumstances; the appropriate treatment is determined according to the specific case and applicable law.

Products sold as a bundle, security kit, or complete surveillance package should generally be returned with the components included in that package where a full return is being requested — for example cameras, NVR/DVR, hard drive, power supplies, cables, connectors, and accessories. If part of a bundle is defective, Techno Security may assess whether the appropriate remedy relates to the affected component or the complete package depending on the circumstances and applicable rights.

CCTV cameras, WiFi cameras, NVR/DVR systems, access-control equipment, storage, networking equipment, and related security products may require setup or installation. Customers should verify compatibility before installation where possible. A product should not be physically modified, opened, rewired, or altered beyond ordinary intended installation where doing so would cause damage or affect return eligibility. This provision does not remove rights relating to genuine manufacturing defects or products that do not meet agreed specifications.

Product refunds and separately performed installation/service work may need to be assessed independently. Where an installation or technical service has already been performed, applicable service charges may not automatically be refundable merely because the customer later chooses to return the physical product, subject to the terms agreed for the service and applicable law. Where the service itself was defective or not provided as agreed, the matter is reviewed separately.

Some product issues may arise after the ordinary return period and may instead be handled as a warranty matter where coverage applies. Certain eligible products may include manufacturer or seller warranty coverage. If a product is advertised with 2 Years Warranty, only products actually covered by that offer display that claim. Customers can contact Techno Security regarding applicable warranty claims.

Techno Security reserves the right to investigate return/refund requests where there is reasonable evidence of fraud, product substitution, serial-number manipulation, false damage claims, unauthorized alterations, or intentional abuse of the return process. Legitimate fraud-prevention measures are not used to restrict rights that consumers are legally entitled to.

This policy is intended to provide a clear explanation of Techno Security’s return and refund procedures.

Nothing in this policy should be interpreted as limiting any mandatory consumer right or remedy provided under applicable laws and regulations of the Kingdom of Saudi Arabia.

Saudi Ministry of Commerce currently treats the availability of a clear exchange, return and refund policy as one of the core compliance criteria evaluated for e-commerce stores.