Retrieval and replacement policy

Return and Exchange Policy

The store provides a return and exchange policy to ensure customer satisfaction with the purchased product, subject to the following terms and conditions:

1. Return/Exchange Period:

Customers have the right to request a return or exchange within 65 days from the date they received the product from the store.

2. Conditions for Return/Exchange:

Returns or exchanges are accepted only under the following conditions:

○ The product packaging must remain unopened (the store will not accept any opened packages to ensure product integrity for other customers).

○ The product must not have been used, opened, or benefited from in any way.

○ The product must not have been damaged or subjected to any defects after being received from the shipping company.

○ The packaging and all accessories of the product must remain intact, without any loss or damage.

○ Some products cannot be returned for health reasons, such as (mattresses, hunting apparel).

3. Requesting a Return/Exchange:

Customers can submit their request through the store, provided they include the purchase invoice for the products. Damaged or lost invoices may result in rejection of the return/exchange request.

4. Serial Number Integrity:

If the product has a serial number, it must remain intact. Any removal, tampering, or absence of the serial number will result in rejection of the return/exchange request.

5. Accessories and Gifts:

Customers must return all gifts and accessories received with the product. Damage or failure to return these items, along with the original packaging or products, will lead to rejection of the request.

6. Product Delivery Options:

Customers must return products to the store via one of the following methods:

○ Sending the product back using the shipping company that delivered it.

○ Delivering the product to the AlSanidi headquarters.

○ Delivering the product to one of the company’s branches.

7. Defective Products:

If the return or exchange is due to a defect in the product, the store will inspect the product. If the defect is found to be inherent to the product, the store will cover all shipping and handling costs for the return or exchange.

8. Customer Responsibility:

If the return or exchange is requested for reasons unrelated to a product defect, the customer will bear all costs associated with shipping and handling for the return/exchange.

9. Unclaimed Products:

If the store rejects a return/exchange request and the customer refuses to reclaim the products, the store has the right to dispose of these products after 14 days from the customer’s refusal date.

10. Refunds for Accepted Returns:

For accepted return requests, the store will refund the product price to the customer within 14 business days from the date of approval, using the same payment method used for the purchase.

11. Exchange Process:

If the customer opts for an exchange, the following steps will be taken to ensure a smooth experience:

○ Return Authorization: A return order will be prepared for the product to be exchanged. Ensure the product is returned in its original condition with all accessories as per store policy.

○ Refund Options: Upon receiving and inspecting the product, the customer may choose one of the following:

■ Refund to the original payment method.

■ Credit the amount to the customer's store wallet for future purchases.

○ Purchasing a Replacement: After the refund is processed, the customer can use the store credit or pay to purchase the replacement product through the online store. Exchanges are not available at company branches.

12. Refund Timeline:

Refunds for returns or exchanges will be processed within 14 business days from the date of approval and will be issued using the original payment method.