General Provisions
The store sets 10 days for exchange and 7 days for return. The consumer is not entitled to benefit from the exchange and return policy after the expiry of the specified period, in accordance with the Ministry of Commerce law, which states:
• Replacement or return of goods, merchandise and machines within the time period specified for that by the shops and commercial establishments (the producer, importer, distributor and seller), starting from the date of receipt of the goods.
• Replace or return items purchased during sales periods if the store has a policy that allows this.
The following conditions apply to exchange and refund:
- - The item must be in its original condition as received and not damaged.
- - The item must be exactly the same as the item sold and has not been tampered with or altered.
- - Bring the purchase invoice.
- The customer bears the cost of returning the products through a shipping company agreed upon by both parties.
- If the order is canceled after it has been shipped with the shipping company, the customer will bear the shipping costs in addition to the return fees (if any).
Cancel orders for digital cards and on-demand services:
- You can use the digital card only once.
- E-vouchers and cards are case-sensitive. Please enter the code exactly as shown.
- Electronic vouchers and cards viewed from your account, or delivered via email or mobile message, are non-refundable or exchangeable unless there is a defect on the part of the company.
- We are not responsible for any mistakes you make (for example: requesting a card by mistake, requesting a card during the offer period and postponing its activation until the offer ends, requesting a card and activating it after its expiration date)
- After receiving your order, we are not responsible for the loss of the product (code or digital product).
- A refund is not available for a made-to-order order for any reason.
- If a service has been initiated and then cancelled by the customer, a discretionary fee may be charged if the nature of the service allows for discontinuation.
Cancellation policy related to shipping and delivery.
- Orders in the store are primarily shipped by SMSA Express.
- Shipping fee is 23 riyals, including tax.
- Delivery fees may vary from one product to another depending on the product's special offers (for example: free shipping or reduced shipping, but in all cases the fee does not exceed 23 riyals)
- The shipping company may be changed [from SMSA to Aramex or any other company] depending on the customer's address, the nature of the product, and the delivery time.
- Delivery time is 1-3 days under normal circumstances (SAMSA's working days are all days of the week except Friday and official holidays)
- Occasionally, delays may occur due to circumstances beyond the control of either the store or the shipping company. However, the maximum delivery time expected from the store is 72 hours or 14 business days from the shipping company. In most cases, orders are shipped within 24 hours. Please note that orders arriving after 3:00 PM will not leave the area until the next business day, even if they are delivered to the shipping company on the same day.
- In the event of a delay due to circumstances beyond the customer's control, the customer is not entitled to claim financial compensation, but rather must cancel the order and apply the site's return policy.
- Shipments that are delayed beyond the maximum delivery time of 14 days from the date of order shipment are excluded from the return policy, shipping fees, and all costs. The full amount will be returned to the customer without deducting any delivery or return fees.
- Shipping covers all regions of the Kingdom.
- There is a cash on delivery fee of 10 riyals.
- Cash on delivery orders will be accepted after a delivery fee of 23 is paid via bank transfer or electronic payment methods, and will be deducted from the total order amount.
- Delivery fees are non-refundable in the event of a failure to receive the order or cancellation after shipping, even if the offer includes free delivery or a reduced price. The basic fee is 20 riyals (excluding tax) and the return fee is 5 riyals (excluding tax).
- Possibility of receiving from the branch or home delivery (some areas do not support the DD home delivery service, you can contact us on WhatsApp to verify)
Refunds
- In circumstances other than those mentioned above, refunds will be issued, subject to the deduction of electronic payment fees, if any, based on the amount paid and the payment method chosen at the time of payment, as follows:
* Apple Pay, Visa: 1 + 2.20% + 15% payment fee tax
* Range: 1 + 1% + 15% payment fee tax
* Example: If you ordered a product for 100 riyals and canceled the order, the amount due is 96.32 riyals if the payment method is Visa or 97.7 riyals if the payment is via Mada.
About the payment fee discount policy:
- This policy does not apply if the store makes an error, and no fees will be deducted from the customer, but the amount will be fully refunded.
- This policy does not apply if payment is made by bank transfer, and no fees will be deducted from the customer, but the full amount will be refunded.
- Fee deductions may be exempted depending on the type of transaction and the surrounding circumstances.
- The refund process is immediate, but it may take longer depending on the customer's bank and payment card (Visa or Mada). In the event of a delay, it may take between 24 hours and 14 business days.
Why are these fees deducted?!
- Electronic payment fees represent a burden on online stores, especially since some products have a low profit margin. When an order is completed and the amount is paid via electronic payment methods, the store is not entitled to the full amount. Instead, the fees are deducted, as explained previously.
- Dealing with customers must be done according to a specific mechanism that guarantees the customer's rights and protects the store from losses.