This policy explains how warranty claims, technical defects, maintenance and after-sales service are handled for products purchased from GAMINIO. It explains the customer's warranty path from the discovery of a fault through case closure, including the respective roles of GAMINIO and the product's authorized agent or service center, without reducing any mandatory rights under applicable Saudi laws and regulations.

This policy should be read together with the Returns and Refunds Policy, the Complaints and Suggestions Policy, and the Digital Products and Pre-Orders Policy as relevant.

1. Scope

This policy applies to physical products sold through GAMINIO that are covered by a manufacturer, authorized agent, distributor, importer, approved service center, or other mandatory warranty arrangement, including electrical and electronic devices and accessories where coverage applies.

2. Who performs technical repairs?

GAMINIO is the seller of the product, not a technical agent or in-house repair center, and it does not perform technical repairs at the store. Where a fault requires inspection or repair, technical diagnosis and repair are carried out by the authorized agent or approved service center for the brand or product where that is the applicable warranty path.

The authorized provider determines the cause of the fault, whether it is covered, and performs the repair or issues the relevant technical report or other warranty remedy. Customers may still contact GAMINIO for proof of purchase, help identifying the warranty provider, support-ticket assistance, and administrative follow-up.

3. GAMINIO's role in warranty claims

As the seller, GAMINIO verifies order information, provides the available invoice or proof of purchase, helps identify the authorized agent or approved service center where information is available, explains the claim path, and may provide reasonable administrative follow-up.

Opening a GAMINIO support ticket does not mean GAMINIO will perform the technical repair or accept the product for in-house servicing. Where the product follows an authorized-agent service path, the customer will be directed to that provider, while any mandatory obligations that remain with GAMINIO as seller are preserved.

4. When should the customer contact the agent directly?

Where the product has a clear authorized agent or service center in Saudi Arabia, contacting that provider directly is recommended to expedite inspection and service, particularly where the manufacturer requires device registration, a serial number, or a service request with the agent. GAMINIO can assist where proof of purchase or guidance is needed.

5. Minimum warranty for electrical and electronic devices

For electrical and electronic devices subject to Saudi warranty rules, the warranty period is no less than two years, unless the manufacturer, agent or supplier provides a longer warranty or additional benefits. A longer advertised warranty applies according to its terms without reducing mandatory rights.

6. Products without an additional commercial agent or manufacturer warranty

Certain products or accessories may not include an additional commercial warranty program or dedicated local service program from the agent or manufacturer, or coverage may vary by product type, model, region, or supplier terms. This may include certain controllers, gaming accessories, or similar products depending on the specific item.

In such cases, GAMINIO does not create a substitute in-house technical repair warranty unless that coverage is expressly stated on the product page, invoice, or sales offer, and the fact that GAMINIO sold the product does not make it the product's technical repair center.

The absence of an additional commercial agent or manufacturer warranty does not remove any mandatory statutory customer right relating to a defect on delivery, material non-conformity, an incorrect product, or another non-waivable right.

7. Warranty information on the product page

GAMINIO aims to disclose the material warranty information available for each product on the product page or relevant sales documents, such as the advertised warranty period, the warranty provider where known, and whether the item does not include an additional commercial agent or manufacturer warranty. Product-specific warranty terms form part of the relevant product offer without reducing mandatory statutory rights.

8. Warranty start date

The warranty start date is determined by the invoice, purchase or delivery date, warranty document, and the rules applicable to the product. The GAMINIO order number or invoice is a primary form of proof of purchase.

9. Proof of purchase and serial number

The agent or service center may require the order number or invoice, product serial number, and photos of device labels or packaging. Serial numbers should remain intact where required to identify the covered product.

10. What does the warranty cover?

Depending on the product, warranty terms and applicable rules, coverage includes manufacturing-quality and technical defects arising during the warranty period that are not caused by misuse or an excluded external cause, as well as material non-conformity with the specifications advertised at the time of sale.

11. Damage or defect on arrival

If the issue is present on delivery—for example, the product arrives damaged, incorrect, incomplete, or materially not as described—the customer should contact GAMINIO first as soon as reasonably possible and provide photos or video of the product, outer packaging, and serial number where needed. GAMINIO will route the case to the appropriate return, exchange, carrier-claim, or warranty process.

12. Faults appearing after use

If a technical fault appears after the product has been put into use and during the warranty period, the primary path is the authorized agent or approved service center for technical inspection and a determination of coverage. The customer may still open a GAMINIO support ticket at any time for proof of purchase, help identifying the service provider, or administrative follow-up.

13. Opening a GAMINIO support ticket

A ticket may be opened through Support@gaminio.com, the Contact Us page, or the Complaints and Suggestions page. Please provide the order number, product name, serial number if available, a precise fault description, the date it appeared, and any helpful photos or video.

14. What happens after a ticket is opened?

GAMINIO reviews the order and submitted information and then explains the appropriate path. If the product is serviced by an authorized agent, the customer is directed to the relevant service center. If the matter appears to be an incorrect order, damage on arrival, or non-conformity, it is routed to the appropriate return or exchange process.

15. Technical inspection and warranty decision

The technical determination regarding the cause of a fault and whether repair is possible is normally made by the authorized agent, approved service center, or other authorized technical provider. Inspection may require the device to be delivered to the center, diagnostic tests, software updates, or testing of relevant accessories.

16. Repair

If a covered fault is confirmed and repair is possible, the authorized agent or approved service center performs the repair according to the applicable warranty process and timing. Repair may involve replacing a part, updating software, factory reset, or another technical procedure.

17. Replacement or refund

If repair is not possible, the fault repeats, or circumstances provide a right to replacement or refund under the warranty or applicable rules, the case is handled according to the applicable rights and the nature of the fault. A technical report or agent approval may be required where the nature of the case reasonably requires it, but it is not treated as an absolute condition where the customer's right is otherwise established under applicable rules.

18. Repeated fault

If the same fault recurs during the warranty period, the customer retains the rights applicable to that situation. Customers should keep prior repair references or reports so the authorized provider can properly review the repair history.

19. Warranty extension for service or spare-parts delay

Where applicable, the warranty period is extended by the period of delay in providing spare parts or starting or completing maintenance work. The extension is calculated using the actual case and service records.

20. Spare parts

Spare-part provision is handled by the responsible agent, distributor, importer, or service provider and is subject to applicable obligations. If a part is delayed, the customer should be informed of available timing information and applicable warranty options.

21. Service duration

Service time varies according to the device, fault, spare-parts availability and agent procedures. GAMINIO does not set the technical repair time when the product is with the authorized agent, but may assist with follow-up where reasonably possible and any applicable delay rights remain preserved.

22. Transport or shipping to a service center

The customer may be asked to deliver the product to an authorized agent or approved service center, or use a shipping method required by the warranty path. Transport or shipping costs are determined by the warranty provider, the nature of the fault, warranty terms, and applicable statutory rights. Where a covered warranty case or applicable rule requires the responsible provider to bear those costs, the customer will not be charged contrary to that requirement.

23. Care of the product during service

When delivering a product to the agent or service center, customers should obtain a receipt or service reference describing the device and submitted accessories. Responsibility for care of the device while it is held for service is subject to the procedures and obligations applicable to that service provider.

24. Common exclusions

Warranty may not cover damage caused by misuse, drops, impacts or breakage, liquids or moisture, unsuitable power sources, unauthorized modification, tampering, incompatible accessories, or normal wear, where the excluded cause is established to have caused the claimed fault.

25. Service by a non-authorized repair provider

The customer does not lose warranty coverage merely because another repair provider was used, where it has not been established that the outside repair or modification caused the fault or damage being claimed. If an inappropriate intervention, repair, or modification is established to have caused or worsened the damage, warranty coverage may exclude the damage resulting from that intervention, subject to the warranty terms and applicable rules.

26. Software, accounts and personal data

Before submitting a device for service, customers should back up data and remove accounts or sensitive information where possible. Service may require factory reset, system updates or data deletion. Passwords, verification codes, and payment information should not be sent to GAMINIO or included in support tickets.

27. Accessories required for diagnosis

A service center may request a charger, controller, cable, or another accessory where needed to diagnose the fault. Unrelated accessories generally do not need to be submitted unless the service center requests them or they are necessary to complete testing.

28. Batteries and consumable parts

Coverage of batteries and consumable components varies by product, manufacturer warranty, and component condition. Classifying a part as consumable does not remove a customer's right to claim where a manufacturing defect or abnormal fault is established.

29. Temporary replacement products

GAMINIO does not provide a temporary replacement device while a product is with the authorized agent unless this is required for the specific case by applicable rules or is part of a special service program provided by the agent or manufacturer.

30. Digital products and activation keys

Digital products, activation keys and subscriptions do not follow the physical-device service process and are handled under the Digital Products and Pre-Orders Policy, including code validity, platform, region, and redemption-status verification.

31. Relationship with returns and refunds

If the issue was present on delivery or the case falls within return or exchange rights, the Returns and Refunds Policy may apply instead of or alongside the warranty process, depending on the timing and nature of the issue and the verification outcome.

32. Complaint or case review

If the customer needs a review of the warranty path, wants to follow up on a delay, or disputes an outcome communicated to them, the Complaints and Suggestions page may be used with the order number and support-ticket or service-report reference where available.

33. Business and institutional purchases

This policy applies to business and institutional purchases through the website, taking into account the nature of the transaction, any approved quotation, supply agreement, special written warranty, and any mandatory rules that apply.

34. Mandatory rights

This policy is not interpreted to reduce any mandatory customer right. If any written term conflicts with a mandatory applicable rule, the mandatory rule applies to the extent required.

35. Special approvals and exceptions

Any special exception or approval is not official or binding on GAMINIO unless approved in writing. If issued outside the website, it must come from the official email Support@gaminio.com.

36. Service provider details