We do all that we can to ensure that your goods will arrive in perfect condition, but we also realize that on rare occasions the unforeseen happens.
If your goods arrive in less than perfect condition you can replace them within seven days.
For returning any products, please fill out the Returns Form by logging into “My Accounts” page on the website. Please state clearly the reason for return and fill the form with as much detail as possible.
Refund and Exchange Policy
1. You can apply for a refund or exchange the product in the below cases only:
a. If any product reaches You in a damaged condition
b. If You get any wrong product / order
c. If You did not receive a product You had ordered
2. In the case of damaged products, We will replace the product free of charge including free shipping, after establishing that it was damaged during transit. You must take at least 3 clear pictures of the damaged product inside the box and email it to us immediately at email@example.com with an explanation, within 48 hours of receiving the package.
3. In the case of missing products, We will send You the product free of charge, after establishing that it was our mistake. You must take at least 3 clear pictures of all products inside the package and email it to us immediately at firstname.lastname@example.org with an explanation, within 48 hours of receiving the package.
4. We will replace wrongly delivered products free of charge including free shipping, after establishing that it was our mistake. You must take at least 3 clear pictures of the wrong products and email it to us immediately at email@example.com with an explanation, within 48 hours of receiving the package. You are also required to send the wrong product/order back to us in order for us to send You the correct one.
5. Products can only be returned to us via Aramex and to be sent to the below address:
Zohoor Alreef Trading Co. Ltd.
Zohoor Alreef Warehouse
Land 349, Al Khaldiyah 2 (beside PanGulf)
Dammam – Khobar Highway
Kingdom of Saudi Arabia
We will be contacting Aramex on Your behalf to collect the products at a time which is convenient to You. However, the responsibility of packaging the products safely and properly is Yours and any damage during return shipment due to poor packaging will be Your responsibility.
Once Your products have been collected by Aramex, please go to Your “My Accounts” page on the website, and write the Aramex airway bill for the returned products. You may also email the Aramex airway bill number to us at firstname.lastname@example.org.
6. When it is established that the mistake is ours, We will refund You the purchase value of the products in the form of a “Credit Memo” which You can redeem in Your next online purchase. No cash refund will be given under any circumstances.
7. Products purchased from the website cannot be returned to any of our physical stores. Products purchased from any physical store, cannot be returned to the above address.
Steps for Claiming a Refund or Exchange
Request for return or exchange will only be considered if You let us know within 48 hours of receiving the package.
1. Log onto the website and go to “My Accounts” page
2. Go to “My Orders” and click on “View Order” for the order You wish to refund or exchange
3. Click on “Returns” and complete the form with all the required information
4. Click on “Submit”
5. Email 3 clear pictures to our Customer Relationship Management team on the contact information provided below:
Customer Relationship Management
Sunday to Thursday 7.00am to 06.00pm
Within Saudi Arabia – Toll Free: 800 3044 666
For our customers abroad: +966 3 865 5115
6. Please refer Your invoice number in all email and phone communications
7. Your package must be returned to us within 7 working days from the day You received the products.
For security and safety reasons, certain products like fragrances and flammable items cannot be couriered in some countries. It is Your responsibility to check the criteria in Your country before placing or returning an order. We will not be held liable for any packages undeliverable because of such policies.