Return and Exchange Policy

Return and Exchange Policy


1- Conditions for Returning or Exchanging Products:

  • Original Invoice and Receipts:
  • The customer must provide the original invoice issued to them. The product must be unused, in its original condition, and all attached tags must remain intact for the return or exchange request to be evaluated.

2- Product Returns or Appointment Changes:

  • A. Cancellation of Purchase Orders:
  • The customer can request to cancel their purchase order, provided the order has not been shipped, within a maximum of (3) days from the purchase date. This can be done by visiting the branch where the purchase was made and submitting the required documents. A 2% administrative fee will be deducted from the paid amount.
  • B. Refund for Cancelled Orders:
  • If the customer cancels their order within the company's stipulated cancellation period, before shipping and delivery, the paid amount will be refunded within fifteen (15) days after submitting the required documents. If the cancellation exceeds the allowed period, a storage fee of 5% of the invoice value will be deducted.
  • C. Post-Shipment Cancellation:
  • If the customer cancels the order after it has been shipped and fails to receive it without a valid reason after three (3) days, a 5% storage fee will be deducted, in addition to the costs of shipping to and from the customer. This applies regardless of whether the shipping fees were included in the invoice or waived under a free delivery promotion.
  • D. Changing Delivery Dates:
  • If the customer wishes to change the delivery date, they must notify the company at least 48 working hours before the agreed delivery date and choose a new date based on the company's availability. The customer cannot cancel the order due to this reason.
  • E. Free Delivery Within Major Cities:
  • Initial delivery within major cities where our branches are located is free. However, if the customer misses the first agreed delivery date after the delivery team departs, they must pay a delivery fee of SAR 500 for the second attempt, and the same applies to subsequent missed appointments.

3- Non-Returnable and Non-Exchangeable Products:

  1. Products sold during promotions or discounts can only be returned within one (1) day and exchanged within three (3) days.
  2. Final sale items are not eligible for return or exchange.
  3. Products sold "as is" from the showroom cannot be returned or exchanged.

4- Shipping, Delivery, and Return Fees:

  1. The company will cover shipping costs to the original delivery location if the product has a manufacturing defect or visible damage not caused by the customer. A replacement will be provided within fifteen (15) days of delivery or installation, subject to availability in the warehouse. If not available, the defective item may be used until a replacement arrives from the factory or an external warehouse.
  2. Customers can exchange or replace items between the purchase date and the installation date, depending on availability in the warehouse. Delivery delays due to this will not be subject to customer objections.
  3. Free delivery is available for invoices exceeding SAR 3,000 within major cities where our branches are located. For invoices under SAR 3,000, a delivery fee of SAR 150 will apply for ground-floor delivery, with an additional SAR 100 charged for each upper floor, regardless of the purchase value.
  4. Customers are responsible for all delivery costs outside major cities where branches are not present. These costs are non-refundable. If the customer fails to comply with the agreed delivery time and place after the delivery team departs, they will need to pay delivery fees for the second attempt based on the transportation intermediary's approved rates for the region.
  5. Customers bear the risk of any damage, defect, or loss if they receive the product directly from the warehouse or showroom. The company is not responsible for any issues that occur after the goods are handed over to the customer or their representative, as verified by a signed receipt.
  6. If the customer requests to keep delivered items in their packaging, the company is not responsible for any damage, defects, or issues arising after the customer or their representative signs the receipt.
  7. Delivery outside branch cities incurs a fee of SAR 805, including VAT, per delivery. This fee does not include product placement or installation in the customer's residence.

5- Storage Period for Products:

  1. Customers may store their purchases in our warehouses for up to thirty (30) days at no charge. After 30 days, a storage fee of SAR 300 per month, calculated at SAR 10 per day, will apply. The company is not responsible for insuring these items or compensating for any risks.
  2. If the customer cancels the purchase after the storage period exceeds 30 days, the storage fee of SAR 10 per day will be deducted from the paid amount.
  3. If the storage period exceeds ninety (90) days, the company reserves the right to cancel the purchase. The customer may claim a refund after deducting storage fees as per Point 1 and a 5% administrative fee.

6- Warranty and Maintenance Policy:

  1. Products come with a two-year warranty and five years of free maintenance starting from the purchase date.
  2. Free maintenance is available only within cities where branches are located, even if installation was performed by the company's team.
  3. The warranty covers repair or replacement of defective parts due to manufacturing defects only. It does not include full product replacement or a complete refund.
  4. Built-in lights and electronic components (e.g., USB ports) have a functional warranty only.
  5. Warranty validity starts from the purchase date stated on the invoice. Customers must retain the original purchase receipt to access after-sales services.
  6. Replacement of out-of-warranty parts incurs a fee of 25% of the original part's pre-discount value, including tax.
  7. Mattresses are warranted for three years only within branch cities.

7- Products Excluded from Warranty:

  1. Damages resulting from misuse are not covered under warranty. Misuse determination is at the company's discretion.
  2. Accessories, clearance items, and final display pieces are not covered under warranty.
  3. Examples of misuse (not exhaustive): burning, breaking, washing, excessive use, stains, or damage from chemical cleaning agents.
  4. Built-in accessories, lights, and power outlets (USB) are not covered under warranty.
  5. Damages due to improper installation are not covered.
  6. Mattresses purchased outside branch cities are not covered under warranty.

(This policy has been approved in accordance with laws and regulations by a legal consultancy office.)