سياسة الاستبدال والإسترجاع

The customer has the right to return within 7 days from receiving the order, provided that the product is in its original condition and the external packaging of the product to be returned has not been opened, and the customer bears the return fees estimated at 30 riyals, deducted from the product value. The customer has the right to return if the product is damaged. Return fees: - If the customer wishes to return a product in its original condition from the products subject to return and exchange, the customer bears the return fees estimated at 30 riyals. If the order was placed via cash on delivery, the fee is also deducted from the refunded amount. - If the order is canceled after shipping, the shipping fee estimated at 30 riyals will be deducted. - If the product is damaged, Al-Nakheel bears all costs. Product return procedure: - Contact the customer service team within 7 working days from receiving the shipment via WhatsApp at the following number 0550857566. - Send a picture of the damaged product, a picture of the shipping box cover, and clarify the damage for damaged orders. Customer service team working hours: Saturday to Thursday from 9 am to 10 pm. Return period: 5-15 working days from receiving the shipment. Refund process: The amount will be refunded to the customer using the same payment method used at the time of purchase unless an alternative method is explicitly agreed upon by both parties. Refunds are transferred directly to the customer's bank account or payment platform account within 3 to 14 working days depending on the bank or payment service provider procedures. The customer is obliged to provide the store with correct banking information when needed to ensure the return process is completed without delay. The store is not responsible for delays caused by banks or payment service providers after the transfer has been executed by the store. The customer has the right to use the balance in their wallet without a specific time limit unless otherwise stated in offers or promotional campaigns. This policy aims to facilitate subsequent purchases and ensure the quick return of the order value to the customer. In case of payment via Tamara or Tabi, the amount will be refunded by them.