Exchange and Return Policy

Scope of policy

This policy applies to all orders placed through our online store within and outside the Kingdom of Saudi Arabia (if international shipping is available), unless otherwise stated in the product description.


Exchange and return period:

The customer has the right to request a return or exchange of the product within 7 days of receiving the order, in the following cases:

  • The product must be in its original condition.
  • Not used.
  • Unopened and in its original packaging.


Acceptable return and exchange conditions:

Returns or exchanges are accepted in the following cases:

  • The customer's lack of interest in the product (as long as it has not been used).
  • Receiving a product different from what was ordered.
  • The product has a manufacturing defect.
  • The product arrived damaged.


Policy for damaged products upon receipt:

Damage reporting period:

  • The customer must report any damage to the product within a maximum of 24 hours from the time of receiving the order.
  • Reports received after the end of this period may not be accepted unless there is clear evidence proving that the damage was present at the time of receipt.


Conditions for accepting a damage report:

The following conditions must be met for a claim for compensation or replacement due to damage to be accepted:

  • Provide clear photos or a video showing the condition of the product when the shipment is opened.
  • Show the shipping label on the package during the photoshoot.
  • The damage must be caused by shipping, packaging, or a manufacturing defect, and not by misuse or negligence on the part of the customer after receipt.


Processing mechanism:

If it is proven that the damage was caused by shipping or an error on the part of the store:

The customer has the right to choose one of the following solutions:

  • Product replacement at no additional cost.
  • Or a full refund of the product's value.
  • The store will bear the full shipping and return costs in this case.


Cases not covered by compensation:

The damage policy does not cover the following cases:

  • Reports submitted more than 24 hours after receipt without evidence proving that the damage was present at the time of receipt.
  • Damage resulting from misuse of the product or improper storage by the customer.
  • Damage caused by force majeure or external factors after delivery.


Non-refundable or non-exchangeable cases:

  • Products that have been used, opened, or partially damaged cannot be returned or exchanged.


Shipping costs for returns or exchanges:

  1. If the reason for the return or exchange is a manufacturing defect, a store error, or damage during shipping:
  • The store bears all shipping and return costs.


2. If the customer wishes to return or exchange the item without any defect or error on the part of the store:

  • The customer bears the shipping costs (round trip).


3. If the shipment cannot be delivered due to:

  • The customer's failure to respond to the shipping company representative, or the customer's entering an incorrect or incomplete shipping address, and the shipment being returned to the store:

Only the shipping cost is deducted from the amount paid, and the product value is returned to the customer after the returned shipment is received and inspected.


Order Cancellation Policy

Cancellation before order processing:

  1. If the order status is (pending review): The customer has the right to cancel the order at any time before the order is processed or shipped.

In this case:

  • The order will be cancelled and a full refund will be issued using the same payment method within (5–14) business days.


Cancellation after order processing and before delivery

If the order has been processed or shipped but has not yet been delivered,

2. If the order status is (Completed - Shipped), the customer can request cancellation, and the order will be treated as a return after the shipment is returned to the store.

In this case:

  • Shipping fees are deducted, and the product value is refunded after the returned shipment is received.


Procedures for requesting a return, exchange, or cancellation:

  • Contact customer service on WhatsApp 0112652266 within the specified return period.
  • Provide us with the order number and photos or a video of the product (if there is a defect or damage).
  • The product is subject to inspection before a return or exchange request is approved.


Refund mechanism:

  • The refund will be issued using the same payment method used at the time of purchase.
  • The refund will be processed within 5 to 14 business days after the returned product has been received and inspected.


General provisions:

The store reserves the right to refuse any refund or exchange request if the above conditions are not met.

This policy is subject to update at any time in accordance with the regulations in force within the Kingdom.