General Warranty Policies:

• All electronic devices sold at Axiom Telecom are warranted by the manufacturer or their Agent for a minimum of two years (exception of External and Internal accessories) with the following into consideration (Warranty periods for products sold prior to 10/9/2014 may differ), and customer must contact Manufacturer/Agent directly to receive warranty services as per the rules and regulations. As exemption for PHONE 2 Brand ONLY, Axiom Telecom offers additional feature as "extra warranty" on the warranty provided by Manufacturer / Agent against any manufacturing defect for only three months starts from the date of invoice.
  
  
• The warranty is valid ONLY in the country of purchase and warranty period starts from the date of purchase from Axiom Telecom which is recorded in the invoice and to take advantage of after-sales service consumer should keep the original bill of purchase for the entire warranty period and submit it at the request for maintenance to benefit from warranty services.
  
  
• Warranty services provided by the Manufacturer/Agent are not the responsibility of Axiom Telecom. This includes spare part availability, repair period and/or quality of repair. The customer is to contact the warranty service provider directly in case of complaints or any other concern. 
  
  
• Axiom Telecom provides its own warranty on Four, BEE, Phone 2 & Givori and Customers can contact us for providing after sales services.
  
  
• Warranty General exclusions include Defects or faults resulting due to consumer misuse or his lack of instructions to use or negligence or fall of the device and being broken or liquid damage or accidents or acts of sabotage or maintenance of non-conforming product recommendations or negligence in the maintenance or If serial numbers has been tampered with or altered or Paint faults, scratches, and problems caused by wear and tear which are not authorized by the manufacturer or Deleting Operating System files, hard-disk partitions or virus related issues or Unauthorized repair attempts that result in damaging the device as well as using non-SASO certified spare parts or  any Misuse of the device or not following the proper usage instructions as provided in the device manual found inside the box or the instructions given on webpages or digital agreements upon the device’s activation.
  
  
• Axiom Telecom has the right to replace the internal panel (motherboard) of the device without the need of replacing the defective device with a new one in order to complete the reforming process, and in the event of failures that covered under warranty but can not be repaired for whatever reason, The Manufacturer or his Agent will compensate the customer after deducting the value of the fair use according to what is stated in the clause "Consumer compensation in case of failure to fix a recurring defect".
  
  
• The out warranty repair minimum Labor charges would be SAR 60 and a maximum of SAR 200 based on the efforts and level of repairs.” "Spare Parts" cost will be charged based on System cost.
  
  
• The value-added service programs like the extended warranty, extra warranty, damage protections, priority repairs, premium repairs services offered by Axiom Telecom shall include, but not replace, the manufacturer’s warranty. It rather provides additional benefits throughout the manufacturer’s warranty period and continues (after the expiration of the manufacturer’s warranty) to provide certain aspects of the manufacturer’s warranty and additional benefits as explained in the program’s terms and conditions. For more details, please refer to the Terms and conditions prescribed by the service contract at the time of purchase apply.

Repairing time & Quality

• The warranty repair period is determined as 15 days for failures that are covered under warranty  (excluding the time required to transfer the device from the remote areas and the time needed to provide the necessary spare parts). For out-of-warranty repairs, might require longer period depending on the availability of spare parts required and getting customer's approval on time. 
  
  
• Customers shall be entitled to a temporary product or 1÷400 (equal 0.25%) of the product value for every day of delay at the maintenance in the cases prescribed by law.
  
  
• Maintenance quality is guaranteed for 30 days (same faults only).
  
  

Repairing time & Quality

Pick up, Repair & Delivery T&Cs

- Pick up, repair & delivery handsets are not entitled for the 1 Hour Express Repair program.
- Pick up, repair & delivery customers are not eligible for a Standby Phone.
- There is no same-day pick up, repair & delivery service.
- axiom telecom holds no liability for the customer’s data in the case of it being lost during the repair process.

Consumer compensation in case of failure to fix a recurring defect, or more defects in the device if covered by warranty.

• Customers are eligible for a replacement after paying the fair usage price or a refund after deducting the fair usage value in the cases that are qualified under the rules, regulations and laws of the Ministry of Commerce and Industry of the Kingdom of Saudi Arabia.
• Fair usage value  will be deducted as follows:
• * 15%  of device value  within 30 days from the date of purchase.
• * 25% of device value within 31-60 days from the date of purchase.
• * 30% of device value within 61-90 days from the date of purchase.
• * 40% of device value within 91-180 days from the date of purchase.
• * 50% of device value within 181-275 days from the date of purchase.
• * 60% of device value within 276-365 days from the date of purchase.
• * Post 1 year of usage from warranty start date - Deduct 2% in addition to 60% for every 30 days.

Free Delivery Service for all Axiom owned Retail / online purchases:

• For your convenience, Axiom Telecom provides a free of charge delivery service of your devices to service providers on some products (In-Warranty devices only). Axiom Telecom is committed to transfer the consumers devices purchased from Axiom retail outlets from areas where there is no customer service centers within 100 km of distance from consumer address and send it to the respective nearest main service centers within a period not exceeding 7 days from the date of receipt of the request on the number 920029466. 
• For non-Axiom service obligation - contracted or authorized Service providers are obliged to transport customer units free of charge from remote locations that are not covered by their service networks as well as applying the rules and regulations
• The Free Delivery Service is not considered as a repair procedure. For all Axiom retail & on line customers - to benefit from this service, customers need to bring their devices to Axiom Telecom’s select retail outlets in all remote cities wherever this nominated service is available. For  other customers who bought devices from Independent Retailers that has been distributed by Axiom, Customers need to bring his device to the Independent retailer and Axiom will facilitate the collection & delivery of the device to the nearest service center.
• Customers have the right to directly approach warranty service providers authorized by OEMs even if the Free Delivery Service for Axiom retail customers is available for their products.
• Customers can contact us to know which products are covered with the Free Delivery Service. Axiom Telecom has the right to stop the Free Delivery Service on some products without a prior notice if there is no impact on the General Warranty Policies.
• Axiom Telecom provides contact details of the warranty service provider as well as the device’s work order number so that customers can follow up with the warranty service provider directly and submit their requests if any. In all cases, it is the warranty service provider’s responsibility towards the customer to provide the warranty service and apply the rules and regulations.

Customer Complaint handling policy and process:

• For all brands that Axiom Telecom is an authorized service center, Axiom Telecom welcomes your comments and complaints via the toll-free number 920029466.

• For all brands that Axiom Telecom is an authorized service center, Axiom is committed to respond within a maximum 5 working days, and resolution of the consumer problem within a period not exceeding 30 days from the date of receipt of the complaint at the number 920029466

Authorized Service Centers:

Axiom Telecom is delighted to provide our customers with the authorized service centers contact details as below: