Return, exchange and maintenance policy

Aswara Store General Policy and Terms:

• Aswara Store is a cloud store on the secure Salla e-commerce platform, documented in the Saudi Business Center, which is the official body for documenting e-commerce stores in the Kingdom of Saudi Arabia. The store's products are guaranteed as a customer right for one year from the date of purchase, and the product details are explained in the registered specifications and are taken into account in case of questioning.
• The store's policy has been recorded to guarantee the rights of the customer and the merchant. Not reading the policies, procedures, and rules of the store does not exempt the customer from the rules and regulations related to purchasing from the store, maintenance due, or systems of exchange, return, or cancellation. Therefore , it has been noted that the customer will not be compensated with any amounts or alternative products in case of violating the policies.

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Aswara Store's exchange, return, and order cancellation policy:

• Retrieval mechanism:

The customer has the right to return the order after receiving the shipment, if he wishes to do so, without any defects, within a maximum of 24 hours from the time of receipt . The customer should contact the technical support via WhatsApp and inform us of his desire to return the order on the number ( +966560016699 ). The amount will be refunded to the customer via the same payment method used, provided that the product is in its original condition and the packaging has not been opened or damaged, and he proves to us the safety of the product from disassembly and use with a video that proves the safety of the product.

( Any product that has been opened in its factory packaging - cellophane - protective plastic - or that shows any defect or indicates that it has been used cannot be returned )

Please ensure the product is returned in a protective box . The customer is responsible for the cost of delivery and return shipping to us at their own expense, using the following methods:

1- The product will be shipped in good packaging by the same customer using their preferred shipping company to the warehouse address in Jeddah.

( And pay the amount of 45 riyals, the basic shipping fee from the warehouse, transferred to the National Bank account SA3410000000566977000100 or deducted from the original order value )

2- Returning the product to the store by requesting a return from the store, which involves issuing a return shipping label to the store's warehouse address.

( And pay the amount of 90 riyals, which is the value of the shipping costs from the store's warehouse to the customer and back to the store's warehouse from the customer. This amount will be deducted from the original order value or transferred to the National Bank account SA3410000000566977000100 )

Orders paid via Tamara or Tabby are non-refundable after 7 days from the order date.

*The refund will be processed after the store receives the product and verifies its condition, using the same payment method employed in the order, provided the above conditions are met.*

3- If the customer places an order and does not receive the product , whether by not responding to the representative or by not receiving it from the branch , the order is non-refundable . A new reshipment policy will be issued to the customer for a fee of 45 riyals upon contacting the store on the WhatsApp number for technical support.

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• Replacement mechanism:

The customer has the right to exchange the product if there is a manufacturing defect, or if it is damaged or does not match the description or the displayed form. The customer has the right to exchange the product within 3 working days from the date of receipt if the factory packaging has not been removed from it. If the product has been removed from the factory packaging, it cannot be exchanged, but it deserves maintenance if necessary . The customer should contact the store's technical support on WhatsApp at +96656001669 and explain the problem, and the problem will be dealt with ( without additional fees or financial charges ).

-If the customer wishes to exchange the product after receiving it (within a maximum of 3 days) , provided there are no manufacturing defects and the product has not been opened, unpackaged, or damaged, such as exchanging a color, size, shape, or product for another product, the customer will bear the cost of ( The amount of 120 riyals, which is the value of the shipping costs from the store's warehouse to the customer and back to the store's warehouse from the customer, and then resending the product that is to be exchanged to the customer, should be transferred to the National Bank account SA3410000000566977000100.

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• Cancel orders:

If the customer wishes to cancel the order before it leaves the warehouses and is delivered to the shipping companies , the customer will not incur any fees, and the full amount paid will be refunded to the same payment channels on which the order was made .

-If the customer wishes to cancel the order after it has been handed over to the shipping companies and has left the store's custody and is now in the custody of the shipping company that received the order, and delivery procedures to the customer have begun, the following is required of the customer:

The customer shall bear the shipping fees paid by the store, which amount to ( 90 riyals - which is the value of delivering the order to the customer and the value of returning the order to the warehouse from which the order was executed if he does not receive the order from the shipping company ). This shall be deducted from the value of the amount paid for the order, and the remaining value shall be returned to the same payment channel after receiving it and making sure that it has not been opened in the first place or received by him.

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• Important note:

-In order to emphasize the importance of opening and using the product, you forfeit your right to return or exchange it - products for personal use cannot be accepted after use.

The customer will not be compensated if he relied on previous information about the product and did not review the product description on the website before ordering. The customer has the right to inquire about all the details through direct inquiries or by contacting via WhatsApp or email before ordering.

The customer is entitled to free maintenance for the products in need for one year from the date of purchase. The customer only bears the cost of delivery and shipping, and the store bears the cost of maintenance and the cost of resending the product.

-There is no maintenance for watches sold in case of water entering them. There is a warning recorded in the product specifications that the store does not guarantee watches against water.

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• The customer has the right to inquire and communicate with the store owner directly via WhatsApp (+966560016699), and as a matter of care, all inquiries will be answered within a period not exceeding 24 hours.