Returns and Exchanges Policy — FilterX

This policy applies to automotive spare parts, vehicle oils and fluids, and vehicle batteries purchased through the FilterX platform and app. We aim to supply products that match their descriptions and handle returns and exchanges fairly and transparently, while preserving customers’ rights under Saudi law.

1. Return Period

Customers may request a return within the seven days following receipt of the product, provided it has not been used or benefited from, subject to the conditions and exceptions in this policy.

This period does not limit customers’ rights concerning defective or non-conforming products or warranty claims.

2. Conditions for Change-of-Mind Returns

• The product must be in its original condition, without use, installation, modification, or customer-caused damage.

• It should be returned with its accessories, labels, and original packaging, wherever possible, in a way that protects it.

• An order number, invoice, or other proof of purchase from FilterX must be provided.

• The returned product and its serial number, where applicable, must match the product delivered.

Opening outer packaging solely to inspect the product does not, by itself, invalidate a return, provided the product remains unused and undamaged and any seals protecting its contents remain intact.

3. Product-Specific Conditions

Spare parts: Parts returned due to a change of mind must not have been installed, used, or modified. Please verify the part number and vehicle specifications before installation.

Oils and fluids: Intact containers with unopened seals and unused contents may be returned. Opened or used containers are not eligible for change-of-mind returns, without affecting customers’ rights where the product is defective or non-conforming.

Batteries: Uninstalled and unused batteries may be returned if their casing, terminals, and labels are intact. Batteries showing a defect will be assessed under the applicable warranty procedures and statutory rights.

Custom-made products: Products manufactured to specifications selected by the customer may be excluded from change-of-mind returns where this was disclosed before purchase and is permitted by law. Merely sourcing a product from a supplier or ordering it specifically for a customer does not, by itself, justify excluding it from returns.

4. Defective, Damaged, or Incorrect Products

If a product is defective, damaged during delivery, or differs from the order or advertised description, please contact customer service promptly after discovering the issue. Provide the order number and photographs showing the condition where possible.

FilterX covers collection and replacement delivery costs associated with the error or defect. The request will be resolved through replacement, refund, or another legally required remedy, as appropriate.

Opening the packaging, or discovering the issue after installation or use, does not by itself remove the customer’s right to report a defect or non-conformity.

5. Vehicle Compatibility

When requesting assistance with product selection, please provide accurate vehicle details, including make, model, year, engine, and vehicle identification number where needed.

If incompatibility results from an inaccurate FilterX description or an incorrect recommendation based on accurate customer information, the product will be treated as non-conforming. If the customer selects an unsuitable product despite an accurate description, the change-of-mind return conditions apply, without affecting statutory rights.

6. How to Request a Return or Exchange

Contact customer service through the contact channels published on the website or app. Provide the order number, the product to be returned, and the reason, if any.

FilterX will explain the collection or drop-off process, inspect the returned product, and communicate the outcome and reasons for any rejection. Please do not ship batteries or leaking containers without prior coordination to ensure safe transport.

7. Return and Exchange Costs

For change-of-mind returns, the customer pays the return transport costs and any original delivery charge that is legally payable and was disclosed before purchase. Costs will be explained before collection is arranged. No return penalty or administrative fee will be charged.

Where a defect, delivery damage, or order error is confirmed, the customer will not pay return or replacement delivery costs. If the entire order is cancelled for that reason, the delivery charge paid by the customer will also be refunded.

For voluntary exchanges, any price difference and delivery costs will be disclosed before the exchange is completed.

8. Refunds

The amount due will be refunded within 7 business days of return acceptance following receipt and inspection of the product, without exceeding any applicable statutory deadline.

Refunds will be made to the original payment method wherever possible. For cash payments, a bank transfer or another method agreed with the customer will be arranged. A refund will only be converted into wallet credit with the customer’s consent.

The time taken for funds to appear may vary by bank or payment provider. FilterX will provide confirmation of the refund transaction upon request. Refunds are based on the amount actually paid, including the applicable tax on returned products.

9. Warranty and General Terms

Products covered by a warranty are subject to the duration and conditions stated on the product page or invoice, without reducing statutory warranties or rights. The expiry of the return period does not end the warranty.

This policy also applies to discounted products. FilterX will follow up on the customer’s request and coordinate with the supplier where necessary.

This policy is governed by Saudi law. Updates apply to orders placed after publication and do not affect rights attached to earlier orders. If the Arabic and English versions differ in interpretation, the Arabic version prevails, while all statutory rights remain protected.