Cancellation, Return and Exchange Policy:
The consumer has the right to cancel or replace the order within 24 hours from the date of receiving the order with us before shipping it only.
The consumer has no right to cancel, return or replace the order in the following cases:
1_ After 24 hours of receiving the order from us, the consumer is not entitled to request cancellation, return or replacement, unless there is a defect in the product or its violation of the agreed specifications, which is a defect or manufacturing defect.
- If the product is defective due to the consumer’s mishandling.
-If the product does not meet his desires, knowing that the product details in terms of weight and value are clear in the description.
- If the product was manufactured at the consumer's request according to specifications determined by the consumer, such as, but not limited to, brand manufacturing. This excludes products that are defective or do not meet the specifications specified by the consumer.
2. In the event that a cancellation request is made after manufacturing and before the shipping stage, the consumer shall bear the product manufacturing fees. The amount shall be estimated by the relevant department at Basmat Al-Dhahab Jewellery Company according to the number and type of products. After deducting the costs, the refunded amount shall be deposited into the consumer’s account within a maximum period of 14 working days.
3. If the payment method is Mada or Apple Pay, the bank transaction fee will be deducted from the refund amount, calculated at 2% of the order value. If the payment method is Visa, Mastercard, Apple Pay Visa, or Mastercard, 2.5% of the order value will be deducted. If the purchase is made through a financial intermediary (Tabby or Tamara), a 7% administrative fee will be deducted from the order value.
4. If the provisions of the cancellation, return and exchange policy mentioned above are met, the consumer has the right to cancel the contract and return the product to Basmat Al-Dhahab Jewellery by delivering the product to one of the SMSA branches with the shipping policy if shipping is the method of delivering the order, or delivering it to the branch or delivering it to one of our representatives if the order is for express delivery, noting that the shipping fee of 60 riyals will be deducted from the refunded amount in addition to the fees mentioned in the return and exchange policy, and the refunded amount will be deposited into the consumer’s account according to the payment method within 14 days of receiving the returned order.
5. The product must be sent by the customer within a maximum period of two days from sending the shipping invoice to avoid cancellation of the return or exchange process.
