Return and Exchange Policy

Return and Exchange Policy

Welcome to our store. To ensure your health and safety, and given the nature of our products (food items), we strictly adhere to a specific return and exchange policy that fully complies with the rules and regulations set by the Saudi Ministry of Commerce and the Saudi Food and Drug Authority (SFDA).

1. Eligibility for Return or Exchange

We commit to exchanging the product or fully refunding its value only in the following cases:

1. Manufacturing Defect or Damage: Such as a broken bottle, a leaking container, or a compromised seal before being opened by the customer.

2. Incorrect Order: If you receive a product different from the one you ordered on your invoice.

3. Delivery Issues: If the product is damaged or spoiled due to poor shipping and handling before delivery.

Terms and Conditions for Eligibility:

• Customer service must be contacted within a maximum of 24 hours from the date of receiving the order.

• Proof of purchase (order number or invoice) must be provided.

• A clear photograph showing the damage or the mistake in the product must be submitted.

2. Cases Not Eligible for Return or Exchange

Based on the Ministry of Commerce directives regarding food products and in order to preserve public health, returns or exchanges for Dakous are not permitted in the following cases:

1. Change of Mind: Products cannot be returned simply because the customer changed their mind after receiving the order in good condition.

2. Opened Packaging: Once the safety seal or bottle cap is opened, the customer’s right to return or exchange the product is permanently waived for health and safety reasons.

3. Improper Storage: The store is not responsible for any spoilage or change in product quality resulting from improper storage by the customer after delivery (such as leaving it in a hot place or exposed to direct sunlight).

3. Refund Mechanism

Once a return request is approved (due to damage or a mistake caused by the store):

• The amount will be refunded to the customer using the original payment method (Mada, Visa, MasterCard, etc.).

• Please note that it may take 7 to 14 business days for the refunded amount to appear in your bank account, depending on your card issuer's policy.

4. Order Cancellation

• The customer has the right to cancel the order and receive a full refund if the order status is still "Pending" and has not yet been handed over to the shipping company.

• Once the order has been shipped or handed over to the courier/shipping company, it can no longer be cancelled or modified.

For any inquiries or to submit a return request, please feel free to contact our customer service team via the contact channels available on our website.