سياسة الاستبدال والإسترجاع

Return and Exchange Policy – Lotus Store We are committed to your complete satisfaction when shopping from Lotus Store, so we offer you a flexible return and exchange policy to ensure a comfortable shopping experience. The return and exchange policy is subject to the provisions of the Consumer Protection Law and its amendments. Return and Exchange Policy: 1- The consumer has the right to exchange the product within 1-3 days from the date of receipt, and this right is not valid after three days. 2- The condition for exchanging the product is that the product is in good condition and that the consumer has not used the product or benefited from it, and the store has the right to inspect the product before exchanging to ensure its safety. 3- The consumer bears the shipping costs (40 riyals for return shipping and shipping the new piece). If the consumer wants to exchange the product, they bear the full shipping costs and deliver the product to the shipping company. 4- To exchange the product, contact us via WhatsApp (order number - alternative model – required size), and a return slip will be issued and sent to the customer via WhatsApp directly. The customer must print it and send it to the nearest branch of the delivery company affiliated with the slip. 5- If the product arrives intact to the customer, the store bears no costs regarding misuse of the product. 6- If the product arrives with a manufacturing defect or similar issue, all costs are covered by the store. The consumer is not entitled to exchange or return the product in the following cases: 1- If the product was manufactured based on the consumer’s request or according to specifications they set, excluding products with a defect or that violated the specifications set by the consumer. 2- If a defect appears in the product due to poor handling by the consumer. 3- Products that conflict with public health are not exchanged or returned (such as face masks) that are worn on the face and close to the nose and mouth due to the possibility of disease transmission when exchanging or returning them. Return Policy: 1- The consumer has the right to return the product within 48 hours from the date of receipt, and this right is not valid after 48 hours. 2- The condition for returning the product is that it is in good condition and that the consumer has not used the product or benefited from it, and the store has the right to inspect the product before returning to ensure its safety. 3- Products that conflict with public health are not returned (such as face masks) that are worn on the face and close to the nose and mouth due to the possibility of disease transmission when returning. 4- The consumer bears the costs of the return process, which include delivery fees (issuing a slip + return slip). 5- To return the product, contact us via WhatsApp (with the order number), go to the nearest branch of the shipping company, and a return slip will be issued. Deliver the slip to the branch of the shipping company if they do not provide a pickup service. The shipping fee is 50 riyals from the total order amount, including the initial shipping fee and the return fee, which will be deducted from the order amount, and the remaining amount will be refunded. 6- For orders paid via Tabby or Tamara, the product is only refundable if the wrong or damaged order is received. 7- The refund will be processed after deducting the return fees within 7 working days from the date the product is returned to the Lotus Garden store warehouse. 8- If the product arrives with a manufacturing defect or similar issue, all costs are covered by the store. 9- Upon customer approval of the policy and providing us with the required information, they cannot object after deducting the fees, and it was previously clarified to them. Cancellation Policy: 1- The customer has the right to cancel the order before changing the order status to "Completed" without bearing any fees. The customer bears the return fee (commission) required if paid via Tabby or Tamara. 2- If the order is canceled after shipping, the shipping fees will be deducted from the refunded amount. Refunds will be processed after the shipment is returned from the shipping company within 7 days of the products returning to the Lotus Garden store warehouse. 3- If the shipment is returned due to non-receipt by the customer, the shipping fees will be deducted from the order amount after it is received at the Lotus Garden store warehouse. The customer also bears the shipping costs if they wish to resend the order.