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Receiving the shipment from the shipping company is considered an acknowledgment by the customer that the package (carton) is intact, in good condition, and has not been opened before receipt.
You can return or exchange the product within 14 days from the purchase date through the website or 7 days from the showroom, provided that the product is unused and in its original condition, with the invoice presented.
The product is sealed and has not been opened.
The product is not functioning due to a manufacturing defect (The defect must be confirmed by the authorized dealer after inspecting the device and issuing a return or exchange report).
The shipped product does not match the customer’s order.
The product must be returned in the same condition it was received, with all accessories and in its original packaging. It must not fall under any of the cases in which the customer is not entitled to a return or exchange.
More than 14 days have passed since the product was received.
The product has been used, damaged, or is not in its original condition at the time of receipt.
Damaged products covered by the manufacturer’s warranty.
Products that have been tampered with or had their serial numbers removed.
Products without labels, original packaging, or missing any of their accessories.
Used or installed products.
All computer accessories, personal care products, computer software, games, ink cartridges, smart cards, and vouchers.
The customer must contact the Customer Service Team by calling ……………… or through Black Ice Home Appliances' official communication channels during working hours (9:00 AM to 10:00 PM, Saturday to Thursday). Alternatively, a formal email can be sent to admin@blackice.sa.
The return or exchange request must be submitted within 14 days from the date of receipt, along with all invoice details and the reason for the return or exchange. The request will be forwarded to the relevant team for review, and a response will be provided accordingly.
After receiving the product requested for return or exchange, a specialized team from Black Ice Home Appliances will conduct a full technical inspection to ensure that the product meets the packaging requirements, includes all its accessories, and complies with the return or exchange conditions. The request will then be submitted to the relevant management at Black Ice Home Appliances for approval or rejection of the return or exchange.
If the customer requests a product exchange that meets the return conditions, a new replacement product will be provided. The customer will not bear any return or shipping costs (as per the shipping and delivery policy).
If the customer does not want a replacement product and requests a refund, the full amount paid—including the product price, shipping fees, and any other charges (as per the refund policy)—will be refunded. The amount will be returned using the original payment method within 7-14 business days.
If the defect or damage to the product is found to be due to misuse or incorrect voltage connection, the returned product will be considered non-compliant with the above-mentioned conditions and will be excluded from the warranty. (A report from the authorized service provider will be issued to confirm this).
The product requested for return or exchange can only be sent back to Black Ice Home Appliances through our authorized shipping service providers or by delivering it in person to the Black Ice Home Appliances headquarters in Jazan.
One of our authorized shipping service representatives will contact you to schedule a pickup for the product requested for return or exchange within 2 to 10 business days from the date of response to your return request by the Black Ice Home Appliances Customer Service Team.
If the defect in the product requested for return does not meet the return and exchange conditions, the customer will bear all shipping costs of 0000000 from their address to Black Ice Home Appliances headquarters and back.
Thank you for choosing Black Ice Electronics.
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