Exchange and Return Guidelines:

Product Exchange and Return Policy

Exchange and Return Guidelines:

  • Products can be exchanged or returned within 7 days of receiving the order.
  • The item must be in its original condition, unused, and in the same state as when purchased.

Special Cases:

  • The costs for gift wrapping, secure packaging, express delivery, or special paper gift bags are non-refundable and non-exchangeable.

Policy During the "Buy One Get One Free (BOGO)" Promotion:

  • Only returns are allowed; exchanges are not permitted.
  • Both items (the paid item and the free item) must be returned together.

Policy During the "Buy One, Get Two Free" Promotion:

If you wish to return or exchange an item, the following rules apply:

  1. Value Distribution: The total amount paid will be divided among the three items (the paid item and the two free items) to determine the value of each item.
  2. Returning Paid Item: If you decide to return the paid item, the refund will be calculated based on its distributed value.
  3. Exchanges: Any item can be exchanged for another under the same promotional conditions, provided it is available in stock.
  4. Shipping Fees: A fee of 19 SAR will be deducted for return or exchange shipping.

Example:

If you purchased one item for 300 SAR and received two free items, the value of each item is 100 SAR. If you return one item, you will receive a refund of 100 SAR.

Non-Returnable or Non-Exchangeable Items:

  • Perfumes
  • Toys
  • Baby walkers and baby chairs
  • Accessories

Refund Process:

  1. Refund requests will be processed through the original payment gateway used for the purchase.
  2. For Cash on Delivery (COD) payments, bank account details will be requested after the returned product has been received and inspected. The amount will be refunded within 3 to 7 business days.
  3. For payments made via credit card (Mada, Mastercard, Visa), the refund will be processed within 5 to 14 business days.

Important Notes:

  • Purchases during sales or promotional offers will be refunded based on the discounted price and credited to the customer’s wallet. The wallet balance can then be used for future purchases.
  • For a second exchange request, the customer will bear the shipping costs for both sending and returning the products.
  • Returns will not be accepted in the following cases:
  • Used or consumed products.
  • Products with tampered or removed serial numbers.
  • Products missing price tags, labels, original packaging, or accessories.

Damaged or Incorrect Products:

If the product is damaged, incomplete, or does not match the description:

  • Contact the WhatsApp support team at 0555160273 within 24 hours of receiving the order.
  • Provide a detailed description of the issue along with clear photos. The problem will be resolved promptly.

Note: If the customer fails to report the issue within the specified period, the company will not be held responsible.