Exchange, Return, and Refund Policy

At Alswaiket Gallery, we are committed to customer satisfaction and providing new, undamaged products. This policy applies in accordance with the regulations in force in the Kingdom of Saudi Arabia.

1. Damaged, Defective, or Incorrect Products

If you receive a damaged, incorrect, or defective product, please contact us as soon as the issue is discovered. For visible shipping damage, we recommend contacting us within 3 days of delivery.

Once the issue is verified, you may request a replacement or return. Alswaiket Gallery will cover all related return or replacement shipping costs.

This notification period does not affect the customer’s statutory rights concerning hidden defects or product warranties.

2. Returning or Exchanging an Undamaged Product

Customers may request a return or exchange within 7 days of receiving the product, subject to the following conditions:

• The product has not been used or benefited from.
• The product remains in its original condition and packaging.
• All accessories and complimentary items are returned, if applicable.
• The product is not excluded from returns under applicable Saudi regulations.

If the return or exchange is not related to a product defect or an error by the store, the customer will bear the return shipping fee of SAR 29.

3. Discounted Products

Discounted products are subject to the same exchange and return policy unless they fall under a statutory exception or the discount was offered due to a specific defect clearly disclosed before purchase.

4. Products Excluded from Returns

Unless defective or different from the order, returns and exchanges will not be accepted in the following cases:

• Products that have been used or benefited from.
• Products whose condition has changed or that were damaged by the customer.
• Products manufactured, modified, or customized according to the customer’s specifications.
• Products that cannot be returned for health or hygiene reasons after their packaging has been opened, where applicable.
• Digital products or software that have been downloaded or used.
• Any other cases excluded under applicable Saudi regulations.

5. How to Submit a Request

The returned product may be delivered to our main branch, or a request may be submitted through:

• WhatsApp: 0556441174
• Email: [email protected]

Once the request is initially approved, an electronic return shipping label will be sent to the customer. The customer must securely package the product and deliver it to the designated shipping company.

6. Product Inspection

The returned product will be inspected upon arrival to confirm that it meets the exchange or return conditions.

Once the request is approved, the product will be replaced or the eligible amount will be refunded according to the customer’s preference. If a replacement is unavailable, the eligible product value will be refunded.

7. Refunds

Once the return request has been approved, the eligible amount will be refunded to the original payment method within 7 to 14 business days.

The time required for the amount to appear in the customer’s account may vary depending on the bank or payment service provider.

If a manufacturing defect, shipping damage, or incorrect product is confirmed, the store will cover the return costs and refund all eligible amounts.

8. Shipping Responsibility

Alswaiket Gallery is responsible for the product until it is delivered to the customer.

If the customer selects a shipping company not approved by the store, responsibility for the shipment transfers to the customer once it has been handed over to the selected shipping company.

Shipping fees are non-refundable if delivery fails due to:

• An incorrect address or contact number.
• Failure to respond to the shipping company.
• Refusal to accept a correct and compliant order.

The customer will bear the cost of a new shipping label if redelivery is requested.

9. Electrical Products and Warranty

Electrical products are subject to the warranty terms applicable to each product.

If a fault covered by the warranty occurs, the customer will be assisted and directed to an authorized service center, without affecting their statutory rights regarding warranties and manufacturing defects.

10. Delayed Delivery

The customer may cancel the order and receive a refund if delivery is delayed by more than 15 days from the order date or beyond the agreed delivery date, unless the delay is caused by force majeure or another delivery date has been agreed upon with the customer.

11. Order Cancellation

If a product becomes unavailable after the order has been placed, the customer will be contacted and offered one of the following options:

• Cancel the unavailable product and receive a refund.
• Replace it with another product upon the customer’s approval.
• Ship the available products and refund the value of unavailable items.

The order may also be cancelled in the event of a clear and verified technical or pricing error. The customer will be notified, and the full amount paid will be refunded to the original payment method within 7 to 14 business days.

Acceptance of the Policy

By completing an order, the customer confirms that they have reviewed and accepted this policy. This acceptance does not waive any rights granted to the customer under the applicable laws and regulations of the Kingdom of Saudi Arabia.