Exchange and Return Policy - Roshn Store
At Roshen Store, we are committed to providing the best quality in the Kingdom, and we guarantee our products in terms of color and quality. If you have any issues with your order, we are here to help you according to the following conditions:
** Exchange and Return Policy
3. **Replacement period**
You can request an exchange or return within **2 days** of receiving the product, provided it is in its original condition.
Recovery:
There are absolutely no returns on products, as all our products are tailored to the customer's specific request and needs.
In the event of an exceptional agreement between the store and the customer to return the product, the return shipping costs will be deducted from the refund amount, and only the remaining amount will be returned.
4. **Shipping Policy for Exchange**
- If the error is on our part (such as a product error or a manufacturing defect), we will bear the full shipping and replacement costs.
- If the customer wishes to exchange the product for any other reason, the customer shall bear the shipping and return costs.
5. **Cancel Orders**
Cancellation Policy
We would like to point out that all purchase orders in our store are made according to the pre-order system, whereby products are specially designed and prepared according to each customer’s specifications , and for this reason:
The order cannot be cancelled after it has been confirmed and the payment process has been completed.
This policy is expressly stated in the store's terms and conditions , and completing the order process constitutes the customer's express acceptance of this policy.
We are fully committed to processing orders according to the highest standards, and we are always pleased with our customers' trust in us.
The customer can cancel the order or get a refund within **one hour** of placing the order, provided that the order has not been shipped or executed.
6. **Replacement after shipment**
Once the order has been shipped, it can only be exchanged if it does not match the display image or contains a manufacturing defect, within **2 to 30 days** of receipt.
7. **Refund**
Refunds for orders paid using cards (Visa/MasterCard/Mada/Apple Pay) will be returned to the card used, according to the policies of the bank providing the service. The refund may take from 7 to 14 business days.
- If the amount cannot be returned to the card, it will be transferred to a bank account within the Kingdom.
8. **Free credit and vouchers**
If the customer receives a free credit or a purchase voucher, it cannot be converted into cash.
9. **Returned Shipments**
Shipments returned to the store due to non-collection by the customer will be stored for no more than 30 days. After this period, they will be destroyed if reshipment is not arranged.
10. **Return Liability**
The customer is responsible for printing the return policy sent by the store and delivering the product to the shipping company.
11. **Reporting Defects**
If a product arrives with defects or an error, the store must be notified within 24 hours of receiving the product. The product will be replaced with another product within one week to 20 days.
12. **Delay in receiving the shipment**
If the customer is late receiving the shipment for **7 days** from its arrival, the shipment will be returned to the store, and the customer will be required to pay a new shipping fee to resend it.
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**note:**
We always strive for your complete satisfaction and welcome any suggestions or complaints. Please contact us through our official channels, and we will work to resolve any issues as soon as possible.
For complaints, click here.
