Exchange & Return Policy

Learn about our exchange & return policy, warranty terms, and service conditions

Customer Rights

  • The customer has the right to cancel the order at any time before the delivery process is completed.
  • The customer has the right to have the product serviced by the Naqi team during the warranty period.
  • The customer has the right to return or exchange within seven days from the date of purchase, provided the product is in its original condition, unused, and has not been disassembled or operated.
  • The customer has the right to return the product within two days in case of a manufacturing defect from the date of product installation.
  • The customer has the right to exchange within seven days in case of a manufacturing defect from the date of product installation.
  • The customer has the right to submit a replacement or return request if there is a problem that could not be resolved by the maintenance team.

Return & Exchange Notes

  • Returns and exchanges are only processed with the original invoice.
  • If the customer is entitled to a refund, the refund will be transferred to the customer's bank account within 12 working days.
  • The value of initial filters for products that contain filters will be deducted according to their type and value as a consumable cost.
  • The customer is subject to shipping fees upon order cancellation (35 SAR).

Warranty Terms

  • Naqi desalination devices carry a two-year warranty including electrical parts, and 5 years of free service (visits and labour).
  • The periodic maintenance schedule must be followed: replace the first 3 filter stages every six months, the fifth stage every year, and the fourth stage every two years.
  • Electrical components must not be exposed to water.
  • The device must not undergo any modification, maintenance, or relocation by another company.
  • The device must not be directly exposed to sunlight or weather conditions.
  • If any of the above terms are violated, the warranty becomes void.
  • Naqi refurbished products carry a two-year warranty from the date of purchase.
  • Refurbished products may show signs of use or surface scratches.

Service & Installation

  • In case of a product issue, the customer must submit a maintenance request on the website via: https://naqi.sa/complaints/
  • The device will be installed within one month of delivery at no extra charge. After one month from the invoice date, an installation fee of 100 SAR will apply.
  • The customer will be contacted within 5 working days to schedule a service appointment.
  • The customer will be contacted to remind them of the product's periodic maintenance schedule.