PURCHASE AND REFUND POLICY

Purchase Quantity Limits & Order Management

Mobily reserves the right, based on stock availability, product type, and demand, to set a maximum quantity of devices that may be purchased by each customer, particularly during pre-order periods, new product launches, and for products with limited availability.

If a customer places multiple orders exceeding the permitted purchase limit for the same product, Mobily reserves the right to cancel any orders exceeding the permitted limit and void/refund the corresponding amounts to the original payment method, in accordance with the applicable payment provider procedures and timelines.

The applicable purchase limit may be determined and enforced based on customer information associated with the orders, including ID number, mobile number, and/or customer account details, subject to applicable laws and Mobily policies.

Maximum limit during the pre-order time: One (1) device per customer.

TERMS RELATED TO PURCHASING DEVICES

After ordering a device, the customer is able to request a refund, only before the item is received by the shipping company

After ordering a device, the customer cannot change color/type of device after the payment is accepted. To change color or device type, the customer needs to cancel the order before it reached the shipping company, and start a new order.

If a damaged device is delivered, customer needs to visit the closest Mobily branch to return the device.

TERMS RELATED TO PURCHASING SIM CARD

Upon customers request for a SIM, our team will contact and meet with the customer to perform fingerprint authentication. If authentication fails the order will be automatically canceled.

Upon ordering DATA SIM, the customer can request a refund or cancellation before the order reaches the Shipping company.

CONTACT AND SUPPORT CHANNELS

For farther questions about purchase and refund policies please contact us on info@mobily.com.sa or contact us on our live chat located in Mobily’s E-shop.