Exchange, return, order cancellation and maintenance policy
First: Overview and General Provisions
1. Aswara Store is a cloud store on the “Salla” secure e-commerce platform only and does not have any physical stores or branches. It is documented in the Saudi Business Center ( 0000097814 ) , which is the official body for documenting e-commerce stores in the Kingdom of Saudi Arabia.
2. The details of each product are explained in the specifications recorded on its page, and these are taken into account when questioning and making claims.
3. The customer's lack of awareness of the store's policies, procedures, and rules does not exempt him from the rules and regulations resulting from the purchase, including maintenance, exchange, return, and cancellation.
4. The customer will not be compensated with any amounts or alternative products if he violates the policies.
5. The customer is not entitled to compensation if they relied on prior information about the product and did not review its description on the website before ordering. They have the right to inquire about all details before ordering via direct inquiry, WhatsApp, or email, and can request a product demonstration video from the store to verify the product's accuracy.
6. Products are for personal use and cannot be returned after use. Opening and using the product voids the customer's right to return or exchange it.
7. This policy has been recorded to guarantee the rights of the customer and the merchant, and the store has the right to apply all the terms mentioned below without exception.
Second: Return Policy
• The customer has the right to a full return of the order without any costs and a full refund of the amounts paid within a maximum period of 24 hours from the time of receiving the order, provided that there is a manufacturing defect, damage, or a difference from the product he ordered compared to what was mentioned in the description, or if the product received differs substantially and clearly from the pictures shown on the product card inside the store.
• The customer has the right to return the order at their discretion and without any defects, within a maximum period of 24 hours from the time of receiving the order from the shipping company or delivery representative, according to the following procedures:
• The customer contacts technical support via WhatsApp on the number +966560016699 and informs us of his desire to return the item, so that we can begin the return procedures.
• The entire order must be in its original condition, and the factory packaging (cellophane or protective plastic) must not have been opened, damaged, or used.
• It is necessary to prove the safety of the products from disassembly and use with a clear video recording. Note:
Using the product or opening its factory packaging (cellophane or protective plastic) will void your right to return or exchange the order.
• Return the product in a suitable box that fully protects the order's products, and the products must be returned in their original packaging to ensure product safety.
• Costs incurred in returning an completed order:
The customer bears the full cost of logistics services for shipping from the store to the customer and returning returned orders from the customer to the store , according to the following two steps:
Step 1 - Reshipping the product from the customer: The customer ships the product in good packaging via the shipping company he prefers to the address of one of the warehouses closest to him, and the amount of (45 riyals) is deducted from the value of the order, which is the value of the costs of sending the product to the customer when the order is executed, and the rest of the amount is returned to the same payment method used.
• The remaining amount will be refunded to the customer after the store receives the product and confirms its safety, using the same payment method used in the order, after fulfilling the above conditions.
• Orders paid through Tamara or Tabby cannot be refunded after 7 days from the date of the order .
• Unreceived orders:
• If the customer does not receive the order, whether by not responding to the representative or by not receiving it from the shipping company branch or from the instant collection boxes, the order is non-refundable after 5 days from the delivery attempt.
• Sending the order back to the customer requires issuing a new shipping label at a cost of 45 riyals, which the customer must pay for inside the store.
Third: Replacement Policy
• The presence of a manufacturing defect or a complete malfunction in the product.
• The product is damaged.
• The product does not conform to the stated description or the displayed form.
The product must not be opened, damaged, or used in its original factory packaging (cellophane or protective plastic). Customers can contact technical support via WhatsApp at +966560016699, explain the problem, and it will be resolved free of charge.
• The customer bears the amount of (90 riyals), which is the value of the logistics costs.
• If there is a difference in the price of the products to be exchanged, the customer must pay it inside the store if the price is higher, and if the price is lower, the remaining amount will be refunded to the same payment method used by the store after calculating the value of the logistics costs.
Important note:
If the product has been removed from its factory packaging, it cannot be replaced.
Fourth: Order Cancellation Policy
• The customer can cancel the order manually from within the store from the order list, provided that it is before it is handed over to the shipping company. The store can be contacted via WhatsApp to request cancellation before handing over to the shipping company if the customer is unable to cancel it himself. The full amount paid will be refunded to the same payment method used in the order.
• If the customer wishes to cancel after the order has been handed over to the shipping company and the delivery process has begun, the customer is required to do the following:
• If the customer receives the order and wishes to cancel it, the order will be treated as a refund and subject to the terms and conditions listed above, including the terms for dealing with installment payment options such as Tabby and Tamara.
Fifth: Warranty and Maintenance
• The customer is entitled to free maintenance for the products they need for one year from the date of purchase, and the products are guaranteed as a right of the customer during this period.
• The customer only bears the cost of logistics services (shipping to the store and reshipping to the customer).
What is not covered by the warranty:
Damaged leather goods, cufflinks, and pens are not repairable. Pens will be replaced for the customer if a problem is found with the internal mechanism of the scroll wheel within a maximum of 15 days from the date of the order.
• Scratching, wounding, or peeling: These are not covered by the warranty and are considered misuse.
• Regarding all watch products: There is no guarantee against water ingress into the watches, and they cannot be repaired, replaced, or have their internal mechanisms replaced. A notice has been recorded on all watch products on the product card stating that all watches have no guarantee against water. Note that there are many products that are water resistant, yet water ingress into the watches is not guaranteed and there is absolutely no maintenance required.
Sixth: Communication
Important note:
The customer’s lack of awareness of the store’s policies, procedures, and rules does not exempt the customer from applying the rules, regulations, and terms recorded for maintenance, replacement, return, and cancellation, which are a window to guarantee the rights of both the store and the customer.
