Return and exchange policy



Return and exchange policy



In order to guarantee the rights of our valued customers and provide the best shopping experience, we explain our return and exchange policy for gold products:





First: Cancellation before order execution



  • The customer has the right to cancel the order only before it is implemented.
  • Once an order has been placed or prepared for shipment, it cannot be cancelled.






Second: Replacement



  • Replacement is available subject to availability of the replacement product.
  • There are no refunds in normal circumstances; replacement is the only available option.






Third: Refunds (exceptional only)



No refunds are permitted except in the following cases:


  • The part has a manufacturing defect.
  • There is an error in weight or a clear discrepancy from the data stated.
  • The product received does not match the order (an error on the part of the store).



The return request is processed after the case has been examined and the reason for the return confirmed.





Fourth: Cancellation after manufacturing and before shipment



If the customer requests cancellation after the order has been manufactured but before shipment:


  • The customer bears the manufacturing fees.
  • Fees are estimated by the relevant department based on the number and type of products.
  • The remaining amount after the discount will be refunded within a maximum period of 14 working days.






Fifth: Payment gateway fees upon return



If the return is accepted and the money is refunded, a fee will be deducted according to the payment method:


  • Mada / Apple Pay Mada: 2% discount
  • Visa/Mastercard/Apple Pay (Visa or Mastercard): 2.5% discount
  • Tabi or Tamara: 7% discount on administrative fees






Sixth: Product return procedure and shipping fees



When the return or cancellation conditions are met, the product will be returned via one of the following options:


  • Deliver the product to one of SMSA's branches with the shipping label.
  • Product delivery to the branch directly
  • Hand the product over to one of the store's representatives (in case of express delivery)



A shipping fee of 60 riyals will be deducted from the refund amount (in addition to the fees mentioned above).

The refund amount will be deposited within a maximum period of 7 to 24 working days from the date of receipt of the returned product.





Seventh: Product delivery time



  • The customer must send the product within a maximum of two days from the date of issuance/sending of the bill of lading.
  • This is to avoid cancelling the return or exchange request.