Returns Information

1. Introduction

At Al Khaiyaat, we strive to ensure your complete satisfaction with every purchase. This Returns and Refunds Policy outlines your rights and our procedures for returning products, in accordance with the Saudi Consumer Protection Law and the Personal Data Protection Law (PDPL), while protecting the legitimate interests of our business.

Please read this policy carefully before placing an order.

2. General Return Rights (Non-Custom Products)

Under Article 7 of the Saudi Consumer Protection Law, consumers have the right to return goods within seven (7) days of receipt, provided the items are unused, in original condition, and with all packaging and tags intact.

Eligibility for Return (Standard Products):

  • Items must be unused, unworn, and undamaged.
  • Original packaging, labels, invoices, and free gifts (if any) must be included.
  • Proof of purchase (order number) is required.

Items Not Eligible for Return (Even Within 7 Days):

  • Products that show signs of use, damage, or tampering.
  • Items without original packaging or tags.
  • Perishable goods (e.g., food, flowers).
  • Intimate apparel or hygiene-sensitive items (e.g., undergarments, swimwear) if packaging is broken.
  • Digital content or services once downloaded or activated.

Note: Exercise your right to inspect the product upon delivery. Opening or using the product may void the return right.

3. Custom-Made or Personalized Products

No Cancellation or Refund Policy for Custom Orders

Products that are custom-made, personalized, tailored, or produced to your specifications (e.g., bespoke clothing, monogrammed items, made-to-order furniture, or any product with customer-specified modifications) cannot be cancelled, returned, or refunded under any circumstances, unless:

  • The product is defective or materially different from what was described or agreed upon.
  • The error was caused by Al Khaiyaat, not the customer (e.g., wrong size, fabric, or design shipped due to our mistake).

Why This Policy?

Custom products are manufactured exclusively for you and cannot be resold. This exemption is permitted under Article 7, Clause 3 of the Consumer Protection Law, which allows exclusion of the return right for goods made to the consumer’s specifications or clearly personalized.

4. Process for Returning Eligible Items

To return a qualifying product:

  1. Contact Customer Support within 7 days of delivery via email or the support portal.
  2. Provide your order number, reason for return, and photos (if applicable).
  3. Receive a Return Authorization (RA) Number.
  4. Ship the item back to our warehouse at the address provided, using a traceable method.
  5. Once received and inspected (within 5 business days), we will process your refund.

Important: Return shipping costs are borne by the customer, unless the return is due to our error (e.g., wrong item, defect).

5. Refund Process

  • Refund Method: Original payment method (e.g., credit card, STC Pay, Apple Pay).
  • Processing Time: Up to 14 business days after we receive and approve the return.
  • Deductions: We may deduct shipping fees and any discounts lost due to return (e.g., if free shipping was applied on orders over SAR 200).
  • Store Credit Option: You may choose store credit instead of a refund (valid for 1 year).

6. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, you are entitled to a full refund or replacement at no cost to you.

Steps:

  1. Report the issue within 48 hours of delivery.
  2. Provide clear photos of the item and packaging.
  3. We will arrange free pickup and issue a refund or ship a replacement.

This right is protected under Article 6 of the Consumer Protection Law (Right to Receive Conforming Goods).

7. Cancellations Before Dispatch

  • You may cancel your order at any time before it is dispatched.
  • Once the order is shipped, cancellation is treated as a return (subject to the 7-day rule and return conditions).
  • For custom-made items, cancellation is not permitted after 24 hours of order confirmation, as production may have already begun.

8. Business Protection Clauses

To protect Al Khaiyaat from abuse of return rights:

  • We reserve the right to refuse returns from customers who habitually return items (e.g., serial returners).
  • We may limit return privileges for users who misuse the policy.
  • Fraudulent claims or false return submissions may result in account suspension and legal action under Saudi law.

9. Consumer Rights Reminder

Under Saudi law, you have the right to:

  • Receive goods that match the description and specifications.
  • Be informed clearly about return policies before purchase.
  • File a complaint with the Saudi Authority for Consumer Protection (SACP) if unresolved.

We fully respect these rights and aim to resolve disputes amicably.

10. Contact Us

For returns, refunds, or questions:

Email: info@alkhaiyaat.com
We respond to all inquiries within 24–48 business hours.

11. Policy Updates

We may update this policy to reflect changes in law or business practices. The latest version will always be published on our website.

By placing an order on Al Khaiyaat, you acknowledge and agree to this Returns and Refunds Policy.