We value our customers and strive to ensure satisfaction with every purchase. This policy outlines the terms and conditions for returns and exchanges in accordance with the guidelines of the Saudi Arabian eCommerce Law and our internal company standards.
General Conditions for Returns and Exchanges
1. Customers must present the original invoice or purchase order for any return or exchange request.
2. Exchange Period: Products may be exchanged within 14 days from the purchase date, provided they are unused and in their original condition and packaging. The customer will bear any associated logistics or lifting costs, especially in non-standard delivery cases (e.g., crane access or upper-floor installations).
3. Return Period for Online Purchases: Products purchased through the AlKawther Online Store may be returned within 7 days of the purchase date, provided the product has not been used and remains in its original packaging. The customer is responsible for return costs, including any special handling fees due to difficult access or delivery circumstances.
4. Product Condition: All returned or exchanged items must be unused, in original condition, and returned with original packaging and accessories.
5. Manufacturing Defects: If a product is found to have a manufacturing defect that is confirmed and unrepairable by the company’s technical report, the customer will not bear any costs related to return or exchange.6. Beyond the Return Period: Returns will not be accepted after 7 days, unless a technical fault is confirmed by the company’s service team.
7. Misuse: Products that are damaged or show signs of misuse by the customer are not eligible for return or exchange.
Custom-Made and Special Order Products
8. Products custom-manufactured according to customer specifications or non-standard special orders are non-returnable and non-exchangeable.
9. If the item is currently in production based on specifications differing from standard product descriptions, the return or cancellation request cannot be accepted.
Refunds and Bank Account Policy
10. Refunds will only be issued to the same bank account (IBAN) used during the purchase. The customer must ensure that the return conditions outlined in this policy are met.
11. If the refund request involves a different bank account (either individual or corporate), the company reserves the right to refuse the refund. However, exceptions may be made if the customer provides a signed and stamped authorization letter from the original purchasing entity that includes the invoice reference and indemnifies the company from any liability.
Return and Exchange Process
You can initiate your request through one of the following channels:
– AlKawther Online Store
– Email: sales@alkawther.com
– Customer Service: 055 560 4830
For Exchanges:
– Provide the invoice or order number.
– Provide the customer’s name and phone number.
– State the reason for exchange.
– Product details: item to be exchanged, required size, color, and quantity.
– Our team will contact you with next steps based on availability and product condition.
For Returns:
– Provide the invoice or order number.
– Provide the customer’s name and phone number.
– State the reason for return.
– Specify the product(s) to be returned.
– If applicable, provide bank details (Bank Name, IBAN, Account Holder Name). Note: The IBAN must match the account used for the original payment.
Customer Support Hours
For further assistance, contact us via phone or email during working hours:
– Saturday to Thursday
– 8:00 AM – 4:00 PM