At Shadi Al Khaleej Establishment, we are committed to providing an exceptional shopping experience that meets our customers’ needs for home audio theater and surveillance cameras. We always strive to achieve customer satisfaction by providing flexible solutions for return and exchange requests that are in line with consumer protection laws in the Kingdom of Saudi Arabia. Our return and exchange policy is designed to provide transparency and ease, while ensuring that our shopping experience is convenient and safe.
Exchange and return terms
At Shadi Al Khaleej Establishment, we strive to ensure our customers’ satisfaction and provide a smooth shopping experience. Therefore, we offer a flexible return and exchange policy. Please adhere to the following conditions to ensure that your return or exchange requests are accepted:
- Products can be returned or exchanged within 14 days of purchase.
- Products must be unused and in their original condition with original packaging and all accessories.
- The original invoice or proof of purchase must be presented with the return or exchange request.
- Discounted products or those purchased under special offers are not eligible for return unless they have a manufacturing defect.
- Please ensure that the product has not been modified or attempted to be repaired in any way.
- Returns for products with technical malfunctions or manufacturing defects are accepted after verification by the technical support team.
Products not eligible for exchange or return
We are committed to providing a comfortable shopping experience, however, there are some instances where products cannot be returned or exchanged. Please review the following list to ensure that the conditions are met:
- Custom or made-to-order products, such as cut cables or special lengths.
- Any unpackaged product including cables or small accessories.
- Discounted or promotional products, unless they contain a manufacturing defect.
- Products that have been damaged due to misuse or negligence by the customer.
- Products that have been modified or repaired in an unauthorized manner.
- Products whose warranty period or specified return period has expired.
Replacement and return procedures
We strive to make the return or exchange process quick and easy. Please follow these steps to contact us and request a return or exchange:
- Contact us via WhatsApp on the customer service number on the contact page.
- Provide the order details, including the order number and the product to be returned or exchanged.
- State the reason for the return or exchange, and attach clear photos of the product in case of a defect or damage.
- Our customer service team will review the order and verify that it meets the return or exchange conditions.
- After approval, detailed instructions on how to return the product will be sent, including the return address and shipment tracking number.
- Upon receipt of the product and checking its condition, appropriate action will be taken, either issuing a replacement product or refunding the amount.
Fees and costs
At Shadi Al Khaleej Establishment, we strive to provide a convenient and flexible shopping experience, while clarifying the fees related to return and exchange services to ensure transparency and compliance with local laws. Please review the following points for details:
- The customer bears the shipping cost to return the product if the return or exchange is due to a change of mind or the product not being suitable.
- In the event of an error by the company, such as sending an incorrect product or a product with a manufacturing defect, the company bears the full shipping costs.
- Products purchased under special offers or sales may be subject to a re-processing fee if returned.
- Original shipping charges are not refunded when returning products, unless the error is the company's.
- Any additional fees related to payment methods such as cash on delivery are non-refundable.
- If a product is returned and it is not in its original condition or does not meet the return terms, a re-processing fee may apply or the return may be refused.
How to get a refund
We strive to provide a clear and quick refund process for our customers. Please see the steps below to learn how to process a refund:
- After receiving the returned product and ensuring that it complies with the return conditions, the customer will be notified of the approval of the refund.
- The refund request will be processed within 7-10 business days from the date of order confirmation.
- The amount will be refunded using the same original payment method used for the purchase, whether by credit card, Mada, or bank transfer.
- Refunds via banks or credit cards may take additional time depending on the policies of the bank in question.
- In case of cash on delivery, the customer will be coordinated to transfer the amount directly to his bank account.
- If any shipping or handling fees are deducted, the customer will be notified of the final refund amount.
