This policy explains customer rights and responsibilities and the process for preparing, shipping, and delivering orders placed through the GAMINIO online store within Saudi Arabia and any additional destinations the store may support in the future.

It applies to individual consumers, companies, institutions, and business entities purchasing through the website, while preserving all mandatory rights under the laws and regulations of the Kingdom of Saudi Arabia.

1. Order processing

Order processing begins after successful payment, verification of order details, product availability, and confirmation that no technical or legal restriction prevents fulfilment.

Processing time may vary by product type, stock, order period, promotion, pre-order status, business days, and public holidays. Any material product-specific timing will be disclosed before purchase where applicable.

2. Expected delivery time

The expected delivery time or delivery window is shown before purchase where available, and the timing displayed in the order, invoice, or product page is the primary reference for that order.

Delivery timing is an estimate unless expressly stated otherwise and may be affected by city, area, carrier, service type, seasonal demand, holidays, operational conditions, or regulatory requirements.

3. Shipping carriers

GAMINIO may use one or more carriers and may select or change the carrier based on coverage, product type, delivery location, operational capacity, and service speed.

Delivery may also be subject to the carrier's operational terms concerning delivery attempts, rescheduling, pickup locations, identification, delivery codes, and coverage areas.

4. Coverage and remote areas

Delivery availability depends on carrier coverage. Some remote areas may require additional time or fees or collection from the nearest branch or service point.

If delivery to the selected address is not available, GAMINIO will contact the customer with the available options.

5. Accuracy of delivery information

The customer is responsible for providing accurate and current recipient name, phone number, city, district, street, building number, postal code, short or national address, and other information reasonably required for delivery.

Incorrect or incomplete information may result in delay, failed delivery, address-correction charges, rerouting, or return of the shipment, subject to carrier policy and applicable law.

6. Address changes after ordering

Customers may request an address change before handover to the carrier where possible.

After handover, any address change or rerouting is subject to carrier capability, may not be guaranteed, and may result in additional time or fees attributable to the customer where legally permitted.

7. Shipment tracking

Where a tracking number is available, customers may use it to monitor shipment status through the carrier or GAMINIO channels.

Tracking information reflects the latest operational scan available and may sometimes lag behind the shipment's physical movement.

8. Carrier communications

The carrier may contact the recipient by call, SMS, application, or another approved channel to confirm location, delivery timing, or instructions.

Customers should keep their registered phone number available and respond to delivery-related communications.

9. Delivery attempts

The number of delivery attempts and the process for redelivery or holding a shipment vary by carrier, service, and area.

If delivery fails because the recipient is unavailable, unresponsive, refuses delivery, or does not provide required instructions or verification, the carrier may reschedule, route the shipment to a pickup point or branch, or return it to GAMINIO.

10. Branch and pickup-point collection

Some carriers may allow collection from a branch, service center, pickup point, or parcel locker. Holding periods, identification, and collection requirements are governed by the carrier.

If a shipment is not collected within the carrier's holding period, it may be returned to GAMINIO.

11. Delivery code and proof of receipt

A carrier may require an OTP, signature, identification, or another verification method. Providing the delivery code or completing the verification constitutes confirmation of receipt under the applicable delivery process.

Before confirming receipt, and to the extent permitted by the carrier's delivery process, the customer should inspect the shipment externally, confirm the number of parcels, and check for visible damage or opening. Where a clear defect or non-conformity is apparent, the customer may exercise the applicable legal rights and decline confirmation where appropriate.

12. Delivery to an authorized person or alternate location

If the customer or recipient asks the carrier to deliver to another person, neighbor, reception desk, mail room, or alternate location, those instructions form part of the delivery instructions to the extent accepted by the carrier.

The customer is responsible for the accuracy of alternate delivery instructions they provide, without limiting any liability that cannot lawfully be excluded.

13. Failed delivery and returns

A shipment may be treated as undeliverable where the address is inaccurate or incomplete, the customer cannot be reached, delivery attempts are ignored, delivery is refused, identity or delivery code requirements cannot be completed, the destination is outside coverage, or regulatory requirements cannot be satisfied.

The carrier may hold the shipment temporarily or return it to GAMINIO. If delivery fails because the customer does not receive the shipment, does not respond to the carrier, or refuses delivery without a legal basis, and the shipment is returned to GAMINIO, the customer will bear the actual original shipping and return-shipping charges to the extent permitted by law. If the customer requests that the order be shipped again after its return, the new shipping charge must be paid before re-dispatch.

14. Refusal of delivery

If the customer refuses a correct and conforming order without a legal reason, the order may be returned to GAMINIO and handled under the Exchange, Return and Refund Policy. Shipping or return costs may apply where legally permitted.

If the refusal is due to visible damage or clear non-conformity, the customer should document the issue and contact GAMINIO.

15. Damaged packaging or shipment

If the outer package shows signs of damage, opening, or tampering, customers should document it immediately by photo or video and notify the courier where possible before confirming receipt.

Customers should retain the packaging, shipping label, product, and accessories until verification is complete, as they may be required for a claim.

16. Lost or stalled shipments

If tracking stops updating for an unusual period, the shipment appears lost, or its location cannot be established, GAMINIO will coordinate with the carrier and open a trace or claim where appropriate.

Replacement, refund, or compensation will be handled based on the investigation, applicable customer rights, carrier policy, and any insurance coverage, without reducing mandatory consumer rights.

17. Multi-item and split shipments

An order may be shipped in multiple parcels or batches where items are located separately or where split delivery is operationally more suitable. More than one tracking number may therefore be issued for one order.

Receipt of one parcel does not mean the entire order is complete where the order is identified as a split shipment.

18. Pre-orders

For products marked as pre-orders, the actual shipping period begins after the product becomes available and is prepared for dispatch. The expected availability date is an estimate unless expressly stated otherwise.

If a pre-order experiences a material delay, the customer will be informed of available options under applicable law and policy.

19. Delays and events outside control

Delivery may be affected by weather, accidents, seasonal congestion, holidays, operational failures, government decisions, transport network disruption, force majeure, or other reasonable circumstances outside control.

GAMINIO will seek to notify the customer when it becomes aware of a material delay affecting the expected delivery time, while preserving applicable statutory rights.

20. Delays giving rise to cancellation rights

If delivery or fulfilment is delayed beyond the period that gives a consumer a cancellation right under Saudi law, including a delay exceeding 15 days from the contract date or agreed date where legally applicable, the consumer may exercise the applicable cancellation and refund rights unless the delay results from force majeure or another lawful exception.

21. Shipping fees

Shipping fees, if applicable, are shown before checkout and may vary by city, area, weight, size, service type, order value, and promotion.

Free-shipping promotions may be subject to minimum order values, eligible products, areas, and promotional periods.

22. Weight, size and special handling

Carriers may impose additional charges or restrictions for large, heavy, or specially handled products, and pricing may be based on actual or dimensional weight under carrier rules.

If an unexpected additional cost arises from product or service information, GAMINIO will contact the customer before charging it where required.

23. International shipping and customs

If GAMINIO offers international shipping, shipments may be subject to customs duties, taxes, clearance requirements, and destination-country restrictions. Responsibility for those charges will be disclosed before or during purchase where applicable.

Failure to provide required customs information or documents may cause delay, return, or additional charges.

24. Restricted products and destinations

Carrier or regulatory rules may prohibit certain products, batteries, materials, sizes, or shipment types to particular destinations. If a product cannot be shipped for regulatory or operational reasons after ordering, GAMINIO will contact the customer with an appropriate resolution.

25. Company and institutional deliveries

For company or institutional orders, delivery may be made to a reception desk, mail room, or authorized representative according to the organization's instructions and carrier procedures. Carrier proof of delivery will be the delivery reference unless shown otherwise.

26. Relationship with the Returns Policy

Requests concerning damaged, non-conforming, refused, or returned products are also governed by the GAMINIO Exchange, Return and Refund Policy.

27. Carrier terms

Actual transportation services are provided by independent carriers whose operational conditions may apply to the extent they do not conflict with mandatory customer rights or GAMINIO's obligations under Saudi law.

Use of a third-party carrier does not remove any liability that GAMINIO cannot lawfully exclude toward the customer.

28. Special approvals and exceptions

Any special shipping or delivery exception or arrangement is not official or binding on GAMINIO unless approved in writing. If made outside the website, it is only official and binding if issued from Support@gaminio.com.

29. Shipping support

For shipping or delivery questions, contact Support@gaminio.com or use the Contact Us page and provide the order number, tracking number, issue description, and relevant images where applicable.

30. Service provider details