سياسة الاستبدال والارجاع

Replacement and Refund Policy At Sandous Store, we are committed to providing the best shopping experience for all our customers to ensure their satisfaction. This is within specific guidelines that guarantee the rights of the customer and the store. These guidelines are as follows: 1- Replacement Policy The customer has the right to replace the product within 5 working days, starting from the date of receipt of the order. The product must be in its original condition, meaning it is still in its outer packaging and has not been opened. Please note that the customer bears the cost of the replacement shipping, which is 20 or varies depending on the value and weight of the product. In the case of replacement due to damage, the store bears all shipping and replacement costs. 2- Refund Policy The customer has the right to return the product within a maximum of 5 working days from the date of receipt of the order. The product must be delivered in its original condition, with the outer packaging intact and unopened. The return fee is 20 SAR, noting that shipping costs may vary according to the weight of the product. If the product is damaged, the store offers the customer a full refund, covering all shipping costs. Please note that if payment was made upon delivery, the shipping fee will be deducted from the refunded amount. It should also be noted that if the customer cancels the order after it has left the warehouse for shipping, they must bear the shipping costs, which are determined based on the weight of the product. 3- Replacement and Refund Steps You can initiate a product replacement or refund electronically within 5 working days from the date of receipt through the following methods: These methods must be applied during working hours from Sunday to Thursday, from 8:00 AM to 5:00 PM. You can contact our customer service team via WhatsApp at the following number: 920029899. For damaged orders, it is necessary to send a picture of the product showing the type of damage, along with a picture of the shipping company's outer packaging, and provide a detailed description of the damage. 4- Refund Procedures The product must be delivered to our warehouses by a shipping representative, and you should wait until the product is processed, which takes between 5 to 15 working days for thorough inspection. The refund will be credited to your account within 14 working days from the date the shipment is received. Please note that refunds are made through the same payment method used for the purchase (the same account or bank card). If payment was made via Tamara or Tabi, the refund process is handled directly through the respective app, in accordance with their policies.