سياسة الاستبدال والاسترجاع

Replacement and Return Policy In our effort to ensure customer satisfaction and product quality, the replacement and return policy has been prepared in accordance with e-commerce and consumer protection regulations applicable in the Kingdom of Saudi Arabia. First: Replacement and return for non-food products (tools and accessories) The customer has the right to request a replacement or return of non-food products within (7) days from the date of receipt, according to the following conditions: - The product is in its original condition and unused. - The product is within its original packaging and with all accessories. - Providing the purchase invoice or order number. - The store has the right to inspect the product before accepting the replacement or return request. Cases where the customer bears the shipping costs: - Changing the desire after purchase. - Requesting a change of color, type, or size. - Entering an incorrect shipping address. Cases where the store bears the shipping costs: - Receiving a different product than ordered. - Confirmed manufacturing defect. - Product damage during shipping, as proven. Second: Food and consumable products Due to the nature of food and consumable products and in the interest of product safety and quality, matcha, coffee, and food products cannot be returned or exchanged after opening, use, or external packaging damage, in accordance with consumer protection regulations in the Kingdom of Saudi Arabia. Exceptions include: - Confirmed manufacturing defect. - Expiry of the product. - Receiving a different product than ordered. - Clear and proven product damage before use. The store has the right to request the following to verify the condition before approving the request: - Clear photos of the product. - Batch number or expiry date. - A video showing the issue when needed. - Clarification of preparation and storage methods for beverage-related products. Third: Cases not covered by replacement or return Replacement or return requests cannot be accepted in the following cases: - Using the product or opening it beyond the usual inspection. - Product damage due to misuse or improper storage. - Not following preparation and usage instructions. - Personal preference differences in taste, texture, or flavor. - More than (7) days have passed since receipt. - Products made or prepared upon request. Fourth: Processing time for requests Replacement and return requests will be reviewed within 2 to 7 working days. If the return is approved, the amount will be refunded via the same payment method used, depending on the bank or financial service provider’s processing time. Fifth: Contact For inquiries related to replacement and return, you can contact through the official communication channels provided on the “Contact Us” page. Sixth: Order cancellation policy The customer has the right to request order cancellation and full refund before the order begins processing or preparing for shipment. If the order has started being prepared or handed over to the shipping company, the store has the right to refuse the cancellation request or deduct operational and shipping costs incurred. Custom-made products, tailored orders, and food products that have been prepared or packed cannot be canceled after processing has begun. Refund operations may take from 3 to 14 working days depending on the bank or payment service provider. By completing the purchase, the customer agrees to the store’s replacement, return, and cancellation policies.