Returns and Exchanges Policy

Returns and Exchanges

Return and Exchange Upon Customer Request

  1. The customer has the right to return some or all of the products ordered within three (3) days of receiving the order, except for non-returnable products.
  2. The customer will bear any applicable fees related to order cancellation, modification, or non-receipt, as outlined below.
  3. Returned products must be in their original condition and packaging, undamaged due to any customer-related reasons. The store will verify this before processing the return.
  4. The customer is responsible for returning the product to the store either by shipping it or delivering it by hand in Makkah. Returned products must reach the store or be handed over to the shipping company within the specified time frame above.
  5. The refund process may take 3–14 business days after the returned product is received by the store, depending on the payment method used.
  6. The following products are non-returnable:
  7. a. Products that are perishable or likely to expire during the return period.
  8. b. Products that were custom-made or specially ordered based on customer request.
  9. c. Products that cannot be resold for health or hygiene reasons.
  10. d. Products that have been used or had any of their original packaging removed by the customer.

Order Cancellation / Non-Receipt Fees

To cancel or modify an order, the customer must send a request via the store’s WhatsApp number: +966597129875.

Since shipping, delivery, and payment services are provided by third parties, applicable fees may be imposed as follows:

  1. If the order has already been handed over to the shipping company before receiving the cancellation request, or if the customer fails to receive the order for a reason attributable to them and the shipment is returned to our warehouse, a fee of up to 50 will be charged for domestic (Saudi Arabia) shipping. For international orders, the actual return shipping cost will be applied, which may be higher.
  2. The actual fee will be determined based on the real cost incurred by the store from the shipping company or delivery agent.
  3. No fees will be charged to the customer if no costs were incurred by the store from the shipping company or delivery agent.