Cancellation, Return, and Replacement Policy
Customer Cancellation:
Before Shipping: the customer can cancel the order if it is in review, processing, or preparation stage.
After Shipping: if you wish to cancel the order after shipping or dispatch, a cancellation fee may be charged equal to the shipping fee even if the free shipping offer is valid.
Issuance of Shipping Policy:
If a shipping bill has been issued or the order has been executed, and a delivery problem occurs due to the customer not receiving it, the customer bears the shipping costs. To recover the shipment or the order amount, the shipment must be returned to the store and verified for its condition. No amounts will be credited to customers until the shipment is received and its condition is confirmed.
Reshipping:
If the customer wishes to reship, they will have to pay new shipping fees, even if there is a free shipping offer, because the offer was calculated at the first shipment.
Store Cancellation:
Right to Cancel: the store has the right to cancel any order and refund the amount to the customer with an explanation of the reason for cancellation.
Return and Replacement Policy:
Return Period: the customer has the right to request a return or replacement within no more than 7 days from the date of receiving the shipment, in accordance with the return and replacement policy.
Damaged Products:
If the shipment arrives damaged, the customer has the right to full refund if they provide a photo or video showing the damage via WhatsApp within 24 hours of receiving the shipment. The store bears the full cost in this case.
Shipment Delay:
If the shipment is delayed for more than 12 days, the customer can request a full refund or wait for the shipment to arrive.
Refusal of Receipt:
If the customer refuses to receive the shipment and requests its return, they bear the shipping and return costs, which will be deducted from the shipment amount.
Product Condition:
The product must be in its original condition when returned. If the product is returned in a non-original condition, the site is not responsible for compensation or replacement.
Documents:
Replacement or return is only accepted with the original invoice.
Damaged Goods:
Damaged goods cannot be returned or exchanged.
Promotional Products:
Products from near-expiry offers cannot be returned or exchanged.
Return Costs:
All return and replacement requests if the error was unintentional on our part are carried out free of charge, and the customer bears no additional costs.
Replacement Costs:
Replacement or return at the customer’s wish bears all shipping and delivery costs.
Return Fee: 14.95 SAR.
Replacement Fee: 25.30 SAR.
Payment Refunds:
Payment Methods: refunds are made according to the payment method used, and no amounts are transferred to customers except for bank transfer requests and cash on delivery.
Refund Process:
Refunds are processed from the date the shipment arrives at the warehouse and is verified, or when the order is canceled and before it leaves the warehouses.
Apple Pay - Mada - Credit Card:
Refunds are processed via a reversal process in the system without transferring funds, and the process may take 30 days.
Tabby - Tamara:
The amount is settled in the installment account, and the process may take from 7 to 14 working days.
Bank Transfer - Cash on Delivery:
Amounts are transferred to the customer’s account after providing us with the transfer details, and the process may take from 3 to 7 working days.
