DELIVERY POLICY

This Delivery Policy of Huawei Tech. Investment Saudi Arabia Co., Ltd. (Registration number: 1010181305) (“we”, “us”, “our” or “Huawei”) governs the method of delivery of the Products sold on [https://consumer.huawei.com/sa-en/] (“Platform”). This Delivery Policy is incorporated by reference in the “Terms and Conditions of Sale” and should be read in accordance with the definitions and references contained therein.

Should there be any inconsistency between this Delivery Policy and the Terms and Conditions of Sale, this Delivery Policy will take preference.

Our courier partner is SMSA Express Transportation Co. Ltd., a company incorporated under the laws of Kingdom of Saudi Arabia with commercial registration number 1010199523 and its principle business office at Prince Abdulaziz Bin Musaid Bin Jalwy Street, Sulaimaneya District, post code 11526 (“SMSA”). SMSA will provide the Delivery Service for fulfilment of your Contract and is able to ship to the physical address within Saudi Arabia.

1 DELIVERY OPTIONS

1.1 The delivery will be fulfilled on working days (from Sunday to Thursday). Product(s) usually ship within two to five (2-5) working days depending on payment confirmation and your selected delivery address and availability of your items in the warehouse.

1.2 Shipping Fees
(a) Standard shipment is free for orders over SAR 200 (incl. VAT).
(b) For orders up to SAR 200 (incl. VAT), the shipping cost is SAR 12 (incl. VAT).
(c) You will also find the applicable delivery costs at the order checkout when you purchase online on the Order Confirmation Email.

1.3 If you have not received the Product(s) within the estimated delivery time specified in the dispatch confirmation, you should contact us via our website or by email or by telephoning the customer call center (details are available here: Contact Us).

1.4 Orders can be delivered only in Saudi Arabia. Please note orders can’t be delivered to some remote areas of Saudi Arabia. You can Contact Us to check whether your area can be delivered by our courier partner. Please also note we don’t support cross border delivery.

1.5 No deliveries will be made on public holidays and during weekends

1.6 For more information, please Contact Us.

2 EMAIL NOTIFICATIONS

2.1 We will send updates by email, so you can stay updated on your delivery.

2.2 Once your order leaves our warehouse, we'll send you an email. This will include your order number and a link to the tracking information. We will also send you email notifications on the day of delivery, depending on your selected delivery method, address and courier. You may receive about two (2) notifications per Product on your order.

3 CHANGE ORDER

3.1 Once your order has been prepared for dispatch or has been dispatched, we may be unable to change the delivery address. If the order is with the courier you can contact them directly and they will amend your delivery address where possible.

3.2 If you have not received your dispatch notification email, please Contact Us.

4 TRACKING ORDER

4.1 For courier deliveries you can track the status of your order at any time via the online Order Status.

4.2 On the Account page you can view the current status of your order, view the items ordered, see estimated dispatch and delivery times, and track your delivery.

5 DELIVERY INFORMATION

5.1 The Products will be delivered to the delivery address you specify in your order. Please make sure you provide the correct delivery address and contact details as incorrect shipping instructions may delay the delivery of the shipment and we may have to bill you for a second delivery attempt or even miss the shipment.

5.2 If your address is not available for delivery on courier’s network, our courier will contact you to obtain the most convenient address that Products can be delivered to.

5.3 If your order is being delivered to a business address, please be advised that our courier will deliver to a mailroom or delivery point and will request a signature from the mailroom supervisor; our courier does not require a signature specific to the order details.

5.4 If you provide a home address which has a reception or concierge service, our courier will deliver to the concierge. The concierge can sign for the delivery as long as they have a fixed location in the reception or within the building.

6 QUESTIONS ABOUT YOUR MISSED OR DAMAGED ORDERS

6.1 Missed a delivery:
(a) In the event that no one is available at the address at the time of delivery, a note will be left to advise you whether your order has been left in a safe place, such as a neighbor, or if you need to contact the courier to arrange a new delivery time.
(b) If the estimated delivery date showed in your dispatch email has passed and you have not received your parcel, please Contact Us. We will investigate with the courier and strive to deliver your order as soon as possible.

6.2 Damaged orders:
If your item is damaged when you receive it, you can refuse the delivery. If you only find damage after receiving the delivery, please Contact Us. In the event of a damaged delivery, Huawei will contact the delivery service directly to resolve the issue as quickly as possible and with the least inconvenience to you. We will make every effort to keep you informed of the progress of our investigation and to provide you with a replacement.

Last updated: 28 January 2021