Customers will always have the option to return items back to noon for warranty claims, and the seller is responsible for ensuring the repair of the item within the fourteen (14) days as per the Consumer Protection law. The following process details all the steps that need to be taken for a successful management of warranty claims.

Note: All warranty claims should be addressed by the seller and 
repairs should be completed within fourteen (14) business days 
from the delivery of the item as per the law.

Am I legally required to offer warranty?

Warranty is a legal requirement for certain categories such as electronics and electric appliances in the UAE and KSA. Not offering customers warranties relevant to these categories leads to sanctions imposed by the local authorities.

Warranty legal requirements per country:

• KSA: two (2) years warranty for electronics and electric appliances and machines.
• UAE: one (1) year warranty for electronics and electric appliances and machines.
• EGY: two (2) years guarantee from the date of delivery for all the durable commodities. The seller shall guarantee durable commodities against the defects of the industry without prejudice to any guarantees or legal conditions or better contractual terms for the customer.

What is the warranty policy?

noon will support you throughout the warranty claim process. We'll deliver and collect items subject to warranty claims, and we'll communicate regularly to provide guidance and assistance in case of challenges. 

Note: Not complying with any step of the following process will trigger a refund of 
the product to the customer and the refunded amount will be debited from the 
seller's account.

I. Updating the correct warehouse details

II. Item delivery to the seller for repair

3. The seller has to reply to the email confirming that they received the item.

III. Warranty claim communication flow

Second communication: asking for the diagnosis update, if no update was received from the seller.  

Third communication: asking for the warranty resolution on the claim, if no update was received from the seller.

Fourth Communication:  reminding the seller of the approaching deadline to provide the repaired item, if no update was received from the seller.

Fifth Communication: notifying the seller of the refund to the customer that will take place if they don't submit the repaired item with the permitted fourteen (14) days, if no communication was received from seller.

Note: The seller or the service center must not depend on the communication 
but he needs to attend to the claim to advise the claim resolution and 
item collection if required along with a technical report according to 
noon policy.

IV.  Warranty claims issues and challenges

• Locked device.
  
• Password protected.
• FMI (Find my iPhone).
• Item not received.
• Proof of delivery.
• Missing accessories.

2. For all warranty claims inquiries & updates, contact us at noonwarrantycommunications@noon.com. No disputes related to warranty claims will be considered valid if communications are sent to other email addresses.

4. The seller must print two (2) copies of the technical report. noon will then collect the item and a copy of the technical report as per the agreed pick- up schedule with the seller, and will deliver them back to the customer. It has mandatory to provide a copy of the technical report as the pick-up won't be completed without it. The 2nd copy of the technical report will be signed by noon's delivery associate and should remain with the seller as a proof of handover so that they can use it as a mandatory document to raise disputes. The seller can raise his dispute request within a maximum of 7 days from the date the refund communication is received by the seller.

5. noon will make a maximum of three (3) attempts to collect the item from the seller within the legal repair duration of fourteen (14) business days. Not handing over the item within the permitted timeline will result in a refund to the customer and the seller's account will consequently be debited.

6. The seller can request for a proof of delivery within 7 days of delivery confirmation notification they receive from noon. Post this timeframe any request for the delivery proof will not be entertained.

7. The seller must handover the warranty item as per the warranty reference number. The seller should not handover more than one item against one warranty reference number.

V. Refund process

• SLA Breached: If the seller failed to repair, replace or handover the warranty claim within (14) business days of SLA from the date of delivery, the case will be refunded and billed to the seller under refund reason “SLA breached”. During these (14) business days, the seller will receive email communications reminding and asking for updates on the claimed item. The warranty team will send an email with the details of the refunds to the seller.
• Missing parts or accessories: If the customer submits the claim for a product along with the accessories, the same will be sent to the seller. The seller must ensure the claimed item is returned to the customer with all the parts and accessories as it was delivered. If any parts or accessories are reported missing we will have 2 scenarios. 
  - Seller has the missing part of accessories: If the missing part is with the seller and the 14 working days SLA did not pass, noon will make only one attempt to collect the missed item. If the seller fails to handover the item, noon will issue full refund to the customer and this will be billed to the respective seller.
  - Seller does not have the missing part of accessories: If the seller does not have the missing part, noon will check its availability on the noon website. If the product is available, noon will issue partial refund to the customer in noon credits for the missing part and bill this to the seller as "Missing Accessories".  If customer refuses for the partial refund or the item is not available on noon, we will refund the entire amount for the product to the customer which will be billed to the respective seller.
  
• Agreed to Refund/OOS: If the seller has agreed or advised the warranty team to process the refund for the claimed item which is delivered to the seller, the warranty team will process these cases under refund “Agreed to Refund or Out of Stock (OOS)”. The warranty seller team will communicate the refund details with the seller by email.
• Rejected the claim: If the seller rejects any valid claim, as determined by noon in its sole discretion under any circumstances when the warranty team attempts to deliver the item to the seller, the claim would be going through a refund process and will be billed to the seller under “Rejected the claim”. The warranty seller team will communicate the refund details with the seller by email.
• Not Reachable: Seller must update the warehouse information for warranty pickups and deliveries in this form. The seller must also update the email address on the Seller Lab in the contact preference for warranty. If the details are not updated which would result in claim delivery/ pickup /email failure, the claim will be fully refunded to the customer and this will be billed to the seller as "Not Reachable" after 14 days and the same will be communicated over the email by our warranty team.
• Repeated claim: If the customer claims for the same defect with the product within 30 days of RTC (Return to Customer) from the previous claim, then noon will refund the full amount of the product to the customer and bill it to seller as "Repeated Claim". The same information will be send to the seller on email from our warranty team.
• Goodwill (Accessories)/Goodwill (Price difference)/Goodwill (Compensation): If the customer raised any warranty claim for any product and the issue is due to the fault of any accessories, the warranty team would refund the accessories of the same value if the accessories value is less than 100 AED in UAE, 100 SAR for KSA and 400 EGP for EGYPT. If the value of the accessories is higher than the above criteria, it will be picked from the customer and sent to the seller as a usual claim. The warranty team will check on the noon website if the accessories are available and add the refund of the same value as noon credits and inform the customer. If not available, we will use the above thresholds country wise and refund them as goodwill compensation. It would be billed to the seller under “Goodwill (Accessories)/ Goodwill (Compensation)/ Goodwill (Price difference)”. The warranty team will email the details of the goodwill to the seller.
• Exceptional refund - If the customer raised the claim within the warranty period of the item, but the item was delivered to the seller after the warranty expired, the seller still need to accept the warranty in such cases. If the seller refuses to provide the warranty, in such scenario we will fully refund the customer and bill half of the product price to the seller and the other half will be billed to the customer experience. The warranty team will email the details of the refund to the seller.
• Cross-border: If its a cross-border sale and there is no seller warehouse in that country, the item will be billed under cross-border refund. The warranty team will email the details of the refund to the seller.
  
• Fake or pre-activated unit: All the branded items will be sent to the brand authorized service center. If the service center diagnosis reports state that the item is fake, pre-activated or out of the region, it will be considered as pre-activated/fake cases which would be billed to the seller under “Fake/Pre-activated”. The warranty team will email the details of the refund to the seller with the technical report given by the service center,
• Branded Items: All the branded items will be sent to the Brand authorized service center for serviceability on behalf of the seller. If the service center breaches the 14 business days SLA of serviceability, the refund will be billed to the seller as TAT breached.

• Missing Technical Report: the sellers must return the warranty claims items along with a valid, signed and stamped technical report. If the seller failed to submit the technical report along with the item, refund would be processed and billed to the seller for the missing technical report. The warranty team will email the details of the refund to the Sellers.

• Missing Arabic Technical Report: Sellers and service centers must provide noon with a Stamped Technical Report for each item diagnosed by them (For KSA the technical report must be in Arabic). If the seller/service center failed to submit the technical report, a refund would be processed and billed to the seller/service center.
  The technical report must follow the below guidelines: 
  - The technical report should be on letter head of the seller / service center. 
  - Repaired items: If the item is repaired the details related to identifying the problem with the item, the test result, and then the final result should be included in the technical report. 
  - Replacements: If you are replacing the item, the replacement should be with a new unit, not used or refurbished.
  - Physical/ Liquid Damage: If the item displays sign of damages not covered under warranty, these points should be mentioned in the technical report. 
• Compensation for Delays according to MCI Guidelines: 
  -If the refund SLA is breached, the customer is entitled to compensation for delays in accordance with the Ministry of Commerce and Industry (MCI) calculation policy.
  -If the delay is from the seller, the compensation will be billed to the seller.
• Seller address changed/not updated: The sellers must have their Warranty Warehouse and contact details updated on the Seller Lab. If the warranty claim shipment delivery/pickup is attempted to the seller and the same is unsuccessful on 3 attempts, refund would be processed and billed to the seller for "incorrect details updated for warranty claims".  Incase of an address change the seller needs to update the new warehouse details in this form, and send an email to noonwarrantycommunications@noon.com within 24 hours along with the new warehouse code. If the seller fails to do so the claim will be fully refunded and this will be billed to the seller under "Seller Address changed/not updated".

Warranty Team has also shared a link with the sellers to update their 
Warranty Warehouse and contact details. The seller must ensure this 
information is filled and up-to-date to avoid missing on after sales
serviceability.

• Attempts Exhausted: noon logistics team will make three attempts to deliver or pick up the item to the seller. In case the pickup or delivery attempts fail, the warranty team will refund the claim to the customer and bill it to the seller’s account. If the seller wishes to dispute the failed delivery or pickup attempts, they must do so within 24 hours from the communication date by dropping an email to noonwarrantycommunications@noon.com. 
• Item/paper not ready: Once the seller confirms, the claimed item is ready for collection, the logistics team will make 3 attempts to pick up the item from the seller. However, if the seller does not handover the warranty claim item within these 3 attempts stating the item/paper is not ready, refund would be processed and billed to the seller. The warranty team will email the details of the refund to the Sellers.
  

• Pickup and Drop-off Guidelines

  A. Sellers within Noon’s Serviceable Area

  • Noon will provide both pickup and drop-off services.

  • Up to three (3) pickup / Delivery attempts will be made.

  • If pickup / Delivery  is unsuccessful after the third attempt , a refund will be processed to the customer. The associated cost of the Warranty refund will be billed to the seller.

  B. Sellers Outside Noon’s Serviceable Area

  • Noon will deliver  the warranty claim item at the seller’s location.

  • Up to three (3) Delivery attempts will be made.

  • If delivery is unsuccessful after the third attempt , a refund will be processed to the customer . The associated cost of the Warranty refund will be billed to the seller.

  • Sellers are required to repair, replace, or reject (in case of customer misuse) the item within 14 calendar days (TAT) from the date of delivery.

  • Once the item is processed (repaired/replaced/rejected), sellers must use their own logistics to dispatch the unit to the Noon Warranty Warehouse located in Riyadh (exact location details are provided via pre-alert notification email).

  • If the seller fails to Deliver the item within the agreed TAT , Noon will proceed with a refund to the customer ,The cost of the refund will be charged to the seller.

  • If the item is received by Noon after the agreed TAT, noon will process refund to customer due to TAT Breach , and Shipment will still be accepted and processed under the standard warranty RTV (Return to Vendor) procedure.

The below table shows the technician visit TAT upon the country and the city:

VI. What is the Warranty RTV Shipment Delivery Process?

• Seller is unreachable: Noon will make two delivery attempts for the RTV deliveries and after each failed attempt we will send an email notification for the same. If the seller is unreachable and fails to receive any RTV, noon will send a notification email and will make a second attempt to deliver the RTV items in (3) days. If the second attempt fails, then the seller will receive a notification via email asking the seller to come to collect the items from noon hub in (10) days. If the seller is unreachable and fails to receive any RTV, and there is no attempt of collection for the RTV then the seller will receive a notification via email notifying them about the confiscation of the item by noon. However, the seller can raise the dispute within 24 hours and will not entertain any dispute thereafter.
  
• Rejecting the Warranty RTV: If the seller rejected any RTV on the first attempt, the seller will receive a notification via email asking the seller to come to collect the items from the noon hub in (10) days.
  

The seller can raise a dispute by replying to the email they received due 
to the failed delivery or rejection of the delivery of RTV within (1)
business day from the date of receiving the email. Any dispute after the  
said SLA will not be entertained.

What will happen if the sellers are not collecting their RTVs from the noon warehouse?

In the event of any failure by the seller to comply with the timeline to collect Warranty RTV shipments from our hubs, or accept the items upon the delivery; noon reserves the right to confiscate them on/after the eleventh (11th) business day from the date of the second failed delivery attempt or from the date of warranty RTV rejection notification according to the Terms & Conditions of Sale on noon. And once confiscated, items will no longer be eligible for payment or disputes.

VII. Seller's Responsibilities and Consequences

• Account ban: Sellers on noon risk being banned from the platform based on their performance and sales history. Breaching any of noon's policies or guidelines can affect a seller's performance and potentially lead to a ban.
  
• After-sales service: The respective seller remains responsible for after-sales service even if their account is banned.
• Warranty claim for banned account: If the status of the seller's account is banned, noon will not attempt to deliver the item for the warranty service. Instead, we will refund the customer for the claim and the amount will be debited from the seller's account. 
  

VIII. Handling of Hygiene products (Airpods and Headsets)

1. If the item is repairable: The seller must repair the same unit that the customer sent if the repair is possible.
   
2. If the seller is giving a replacement: If the seller is not able to repair the product and is providing a replacement of the item, the seller must ensure to provide a new sealed replacement unit.
   
3. If the seller is replacing any spare parts: If the seller is providing any replacement parts, the seller must ensure that the part is new and not used previously.
   

IX. Product Recall Process