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 damage report to be accepted and for compensation to be granted:

  • Provide clear images of the damaged products.
  • Provide a continuous video clip filmed during the opening of the shipment, starting before the package is opened and clearly showing the bill of lading, packaging condition and all contents of the shipment.
  • Photos and video footage of the shipment being opened are essential requirements for the report to be accepted, and the request may not be accepted if they are not provided.
  • The report must be submitted within a maximum period of 24 hours from the time of receiving the request.
  • The damage must be caused by shipping, packaging, or a manufacturing defect, and not by misuse, neglect, or improper storage of the product after receipt.

Compensation mechanism for damaged products:

After reviewing the photos and video clip and verifying that the conditions of the report are met, the compensation is processed as follows:

  • If the product is a set, and the damage is limited to one package or a limited number of packages, the customer has the option of adding a credit equal to the value of the damaged packages only to his wallet, or getting a refund using the same payment method used when making the purchase.
  • A complete replacement set will not be sent in exchange for partial damage to some of its packaging, as long as the rest of the packaging is intact and usable.

If the product is proven to be completely damaged, the customer has the option of:

  • Send a replacement product at no additional cost.
  • Full refund for the damaged product using the same payment method used at the time of purchase.
  • Adding the full value of the damaged product to the customer's wallet.

The store will bear the shipping costs of the replacement product if it is proven that the product is completely damaged due to shipping, packaging, or a manufacturing defect.


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) even if the order qualifies for free shipping at the time of purchase .

3. If the shipment cannot be delivered due to:

  • The customer does not respond to the shipping company representative, or the customer enters an incorrect or incomplete shipping address, and the shipment is returned to the store.

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


Order Cancellation Policy

Order cancellation at customer request:

  • The customer can cancel the order directly through the website without fees within two hours of the order being completed and registered in the store, and the full amount will be refunded via the original payment method within a period of 5 to 14 working days.
  • After two hours, it is no longer possible to cancel the order directly through the website. The cancellation request is submitted to customer service to review the last action taken on the order and determine the actual costs incurred by canceling it, if any.
  • These costs are determined based on the order processing stage and the actions actually performed, including shipping and return shipping costs where applicable. The customer is informed of the cost and reasons before cancellation is approved and deducted from the refund. No fees are charged simply for exceeding the two-hour deadline without incurring actual costs.
  • If the customer requests cancellation after the shipment has been delivered to the shipping company, they will be responsible for the actual shipping and return costs, which will be communicated to them before the cancellation is finalized. The remaining balance will be refunded via the original payment method within 14 business days of the shipment being returned and inspected, unless the cancellation is due to a store error or a manufacturing defect, in which case the full amount will be refunded without any deductions.

To request cancellation via customer service: Please contact us via WhatsApp 0112652266 and provide us with the order number.


Procedures for requesting a return, exchange, or cancellation:

  • Contact customer service on WhatsApp 0112652266 during the specified return period for return or exchange requests, or according to the cancellation terms mentioned above for cancellation requests.
  • 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.