سياسة الاستبدال والاسترجاع

For a distinguished and safe shopping experience, we have provided you with easy and fast return service. Return restrictions: 1- You can return the product within 3 days from the date of receiving the order. 2- You can exchange the product within a week from the date of receiving the order. 3- You can exchange or return orders of the online store only through the store. 4- In case of product return, 48 riyals will be deducted from the full amount paid as shipping and return fees. 5- If a damaged product is returned with a good product, the value of the return will be deducted from the refunded amount. 6- The product must be in its original condition, free from any defects or damage. 7- The return policy applies to all products except promotional offers or special offers. 8- If a product not included in the original order is returned, its value will not be refunded. If the customer wishes to return the product, they bear the return shipping costs. If 15 days pass from the date the shipment is returned to our warehouses, we will not be responsible for returning it to the customer. Terms and conditions for promotional offers returns: In case of purchasing promotional offers, the customer must return all products included in the promotional offer. Partial returns or when the available quantity is exhausted are not allowed, provided all products are in their original condition. The terms and conditions of the offer apply. In free shipping offers, when requesting a return, shipping fees will be deducted from the value of the returned products. Return steps via Zay website: To return, contact us via WhatsApp. Notes: - Orders cannot be canceled after confirmation. - Orders cannot be modified after being handed over to the shipping company. After receiving the return receipt, the customer must contact the shipping company to deliver the shipment to them or visit one of its branches. The return policy is valid for 3 days from the date of its creation, and the return request will be closed if not delivered. After the product arrives at our warehouses and the return is approved, the refund will be processed within 14 working days to the same card used for purchase. In some cases, the customer may be contacted to confirm banking information. - If contacted for banking details and no response is received within 48 hours, the amount will be credited as wallet balance. - If a shipping label is issued for the customer's order and then the order is canceled or returned, the customer bears the shipping and return fees specified in the invoice. The shipping and return amount (48 riyals) is deducted from the full paid amount. - For a second return request, a shipping fee of 25 riyals will be added to the customer. - If payment was made upon delivery or by card upon delivery, a deduction of 35 riyals will be added to the cash on delivery fee in case of return.