05 · WARRANTY
سياسة الضمان
This policy describes the warranty NovaKeys Store provides on the digital codes it sells, the statutory protection that applies in addition, and the procedure for raising a warranty claim.
توضّح هذه السياسة الضمان الذي يقدّمه نيوجين ستور على الأكواد الرقمية التي يبيعها، والحماية النظامية المطبَّقة إضافةً إليه، وإجراءات تقديم طلب ضمان.
01 · STATUTORY MINIMUM
Defect protection by law.
الحماية من العيوب بحكم النظام.
Under the Saudi Consumer Protection regime, the seller is responsible for hidden defects (عيب خفي) that materially affect the product’s value or fitness for purpose, regardless of any manufacturer warranty.
This statutory protection runs in parallel with — not instead of — the manufacturer’s commercial warranty.
02 · MANUFACTURER WARRANTY
Pass-through coverage.
الضمان المُقدَّم من المصنّع.
Each product page lists the manufacturer warranty period the unit ships with (e.g., 12 months on most networking equipment). Claims under manufacturer warranty are processed through our service desk and routed to the relevant brand.
03 · CLAIM PROCEDURE
How to open a warranty claim.
كيفية فتح طلب ضمان.
Where the code does not work as advertised — i.e. the issuing platform reports it as invalid, already redeemed, or expired before the printed expiry — open a claim within seven (7) days of the failure by emailing support@novakeys.store with your order number, the code as it appears in My Account → Gift Card Keys, and a screenshot of the platform error.
Verification. We verify the code’s status against the issuing platform within two (2) business days. If we confirm the failure was on our side or the supplier’s, we proceed to remedy.
Remedy. Our default remedy is replacement with an equivalent unused code. Where replacement is not feasible (for example the platform has discontinued the denomination), we issue a full refund to the original payment method.
Out-of-scope claims. A code lost by you, redeemed against the wrong account, or shared with a third party is outside warranty cover. The encryption-at-rest of codes in our system is described in the privacy policy.
Contact. Email support@novakeys.store · Phone +966 57 013 1122 · Operating hours Sun–Thu 09:00–17:00 Asia/Riyadh.