Return and Exchange Policy

Exchange and Return Policy

Etezaz Stores is committed to implementing the provisions of the Electronic Commerce Law and its implementing regulations issued by the Ministry of Commerce in the Kingdom of Saudi Arabia, in a manner that guarantees consumer rights and maintains the quality of products and services provided.

First: Return Policy

• Return period

The consumer has the right to request a return of the product within seven days of the date of receipt, provided that the product has not been used and is in its original condition with all accessories and original packaging.

• Cases in which returns are accepted

Returns are accepted in the following cases:

1. If the product is defective or damaged upon receipt.
2. If a product different from the product ordered is delivered.
3. If the consumer cancels the purchase within the standard period and the product has not been used or opened.

• Cases where returns are not accepted

Returns are not accepted in the following cases:

1. Products that have been used or opened after receipt.
2. Products that, by their nature, cannot be returned in order to protect public health.

• Return procedures

1. The product must be returned via an authorized shipping company after obtaining a return order number.
2. The product's condition is reviewed within (1-3) working days of receipt.
3. The amount will be refunded to the original payment method within (5–10) business days after final approval.
4. The consumer must contact customer service via email ( [email protected] ) and WhatsApp number (0559560523) to fill out the return form within the specified period.

• Shipping costs are included.

1. If the error is from the store (manufacturing defect or different product), the store will bear all shipping costs.
2. If the consumer wishes to return the product for a personal reason (such as not wanting the product), the consumer will bear the round-trip shipping costs.

Second: Replacement Policy

• Replacement period

The consumer has the right to request a replacement product within seven days of the date of receipt, provided that the product is unused and in its original condition.

• Cases in which substitution is accepted

1. Product replacement due to a defect or damage discovered after receipt.
2. Product exchange due to size or color difference, provided the product is unused and unopened.

• Shipping costs are included.

1. In case of an error or defect in the product, the store will bear the full shipping cost.
2. In the event of a replacement based on the consumer's wishes, the consumer bears the shipping costs.

Third: General Provisions

• The store management reserves the right to refuse a return or exchange request if it is found that the product has been used or tampered with.
• Delays caused by shipping or delivery companies are not an acceptable reason for return.
• If payment is made by bank or electronic card, the amount will be refunded to the same bank account within the standard period.
• The store reserves the right to amend this policy in accordance with updates issued by the Ministry of Commerce without prior notice.