Returns and Exchange Policy
1. Damaged, defective or wrong item
- If your item arrives broken, with an open seal, expired, or different from what you ordered, we will replace it or refund it and cover the shipping.
- You must notify us within 48 hours of delivery, with clear photos of the product, the packaging and the shipping label.
2. Change of mind
- Within 7 days of receiving your order, after contacting us and receiving return approval. Returns sent without prior approval are not accepted.
- The product must be unused, with its original seal intact, in its original packaging with no writing or stickers, and with any gift that came with it.
- You bear shipping both ways: the order's shipping fee is non-refundable and the return shipping is deducted from the refund. If the order was shipped free, both ways are deducted.
- Shipping fee per direction: 9 within Jeddah and 23 for other cities.
- If a return brings the order value below 219, the original shipping fee is also deducted.
- We inspect returned items on arrival. Items that do not meet these conditions are sent back to you at your cost and are not refunded.
- For exchanges you bear the return shipping and the shipping of the new item, and pay any price difference.
3. Items not returnable for change of mind
- Opened supplements, foods and drinks, or items with a broken seal, as they cannot be resold for health reasons (E-Commerce Law Implementing Regulations).
4. Clearance and outlet offers
- Clearance items are discounted because their expiry date is near. The expiry date is shown in the flavour name and product description before purchase.
- Since the date is disclosed before purchase, a near expiry date is not a defect. Returns for this reason follow section 2: within 7 days, unopened, with shipping both ways at your cost.
5. How to request a return
- Contact us within 7 days of delivery on WhatsApp 0565306462 or by email [email protected] with your order number, the product and the reason.
- We will send you the approval and return instructions.
- Once the item arrives and is inspected, we refund within 14 days or send the replacement.
6. Refund method
- Refunds go to the original payment method. For Tabby and Tamara, the instalment is cancelled or reduced according to their terms.
- For change-of-mind returns, shipping both ways is deducted as in section 2.
Order cancellation
You can cancel free of charge with a full refund before the order ships. After shipping it is treated as a return.
