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Return & Refund Policy

Thank you for shopping with the official Ecovacs store (operated by Gate Gulf). We are committed to providing you with the highest quality smart home appliances, operating in full compliance with the Saudi Ministry of Commerce E-Commerce Law.

1. Your 14-Day Right to Return We want you to be completely confident in your purchase. You have the right to return any purchased item within 14 days from the date of delivery. To be eligible for a return under this policy:

  • The product must be entirely unused, uninstalled, and in the exact condition you received it.
  • The product must be in its original, unopened packaging with all factory seals intact.
  • All included accessories, cleaning solutions, manuals, and promotional gifts must be returned.

Except for accessories it cannot be refunded or returned

2. Defective or Incorrect Items If you receive a defective unit out of the box or an item that does not match your order:

  • Please contact our customer support team within 24 hours of delivery.
  • We will arrange a free collection of the defective item via our shipping partners.
  • Upon warehouse inspection, we will issue a full refund (including original shipping costs) or provide a free replacement.

3. Return Shipping Fees

  • If the return is due to a manufacturing defect or an error on our part, we cover all return shipping costs.
  • If the return is due to a change of mind within the 14-day window, a return shipping fee of [SAR 60] will be deducted from your final refund.

4. The Refund Process Once our technical team receives and inspects your returned item (checking for water usage or missing accessories), we will notify you of the approval.

  • Approved refunds are processed automatically to your original method of payment (Mada, Visa, MasterCard, Apple Pay).
  • As per local e-commerce regulations, please allow up to 15 days for the refunded amount to reflect in your bank account, depending on your card issuer.

5. Two-Year Warranty All Ecovacs electrical appliances come with a standard 2-year warranty against manufacturing defects. If your device experiences a technical fault after the initial 14-day return period, it will be serviced or repaired in accordance with our Warranty Policy. Consumables (such as replacement brush rollers, HEPA filters, and Ecovacs solutions) are excluded from this warranty.

How to Request a Return To initiate a return, please log into your account, navigate to "My Orders," and select "Request Return," or contact our support team at  customercare-sa@gatemea.com with your order number.