Exchange and Return Policy
We at Al-Fay are keen to clarify the terms and conditions of exchange and return:
substitution
* Upon receiving a damaged product, the customer has the right to return or exchange it within 3 days, and the company will bear all shipping fees, provided that the product is in its original condition.
* If the product is used and damaged during use, Al-Fay guarantees the customer the right to a replacement within two years, provided that the damage is not due to misuse such as (breakage, cutting, or scratching).
* An order number or a copy of the purchase invoice is required when submitting an exchange request.
retrieval
The customer has the right to return the product within 14 business days of receiving the order, provided it is in its original condition, free of charge. Please note that cash on delivery fees and shipping fees are non-refundable.
* The customer will contact the technical support team to receive the return policy. The customer then submits the order to one of the shipping company's branches, attaching the policy to the order.
If the order was paid for by credit card, bank transfer, or cash on delivery, the refund will be processed within 14 business days after the returned item arrives at the bank. If the order was paid for through installments (Tamara), the refund will be processed within 10 business days and credited to the customer's account by Tamara.
* To protect the rights of our valued customers, we would like to inform you that if an order is canceled by the customer or the customer wishes to refuse to receive the shipment, the amount for the returned order will be refunded within a maximum of 14 days from the date we receive the returned item from the shipping company.
* An order number or a copy of the purchase invoice is required for returns.
*When returning any undamaged product in its original condition, and the customer is not satisfied with the products, he can return them within 14 days from the date of receiving the order. The customer bears the international return shipping fees, which are deducted from the product's value. International return fees may be higher than return fees within the Kingdom of Saudi Arabia.
