Cancellation, Return, and Exchange Policy
Cancellation by the Customer:
The customer can cancel an order if it is still in review or processing.
If you wish to cancel the order after shipping or dispatch, cancellation fees may apply, including shipping costs, even if the initial shipping was free.
If a waybill has been issued or the order has been executed, or the shipment has been returned due to customer non-receipt, the customer will bear the shipping costs. If the customer wishes to reclaim the shipment or the order amount, no refunds will be processed until the shipment returns to the store and its safety is confirmed.
If the customer wishes to resend the shipment, new shipping fees will apply, even if the initial offer included free shipping, because the offer was calculated at the time of the initial shipment.
Cancellation by the Store:
The store reserves the right to cancel any order and refund the customer, stating the reason for cancellation.
Return and Exchange Policy:
Customers have the right to request a return or exchange within a period not exceeding 7 days from the date of receiving the shipment, by contacting us and adhering to the return and exchange policy.
Customers have the right to a full refund if the shipment arrives damaged, provided the store is provided with photos or a video via WhatsApp showing the damage within 24 hours of receiving the shipment from the carrier. The customer can request a replacement or a refund, and the store will bear all costs.
If the shipment to the customer is delayed for more than 12 days, the customer has the right to request a full refund or wait for their shipment to arrive.
If the customer refuses to accept the shipment and requests its return, they will bear the cost of shipping and return, which will be deducted from the shipment amount.
It is the customer's responsibility to ensure the shipment remains in its original condition. If returned in a condition other than its original state, the website is not responsible for compensation or product replacement.
No exchanges or returns will be accepted without presenting the original invoice.
Perishable goods or items nearing expiration cannot be returned or exchanged.
All unintentional errors on our part in processing returns and exchanges are handled free of charge, and the customer incurs no additional costs.
The customer is responsible for all shipping and delivery costs associated with returns or exchanges requested at their discretion.
Refunds:
Refunds will be processed using the original payment method, and no monetary transfers will be made to customers except for bank transfer requests and cash on delivery payments.
Refunds are issued upon receipt of the shipment at our warehouse and verification, or upon order cancellation before shipment from our stores.
Refunds via Apple Pay, Mada, or credit cards are processed through a reversal process in the system, without transferring monetary amounts to the account. This process may take up to 30 days.
Refunds via Tap or Tamara are settled in the payment account and may take 7-14 working days.
Orders paid via bank transfer or cash on delivery will be transferred to the customer's account after providing us with transfer-related details, which may take 3-7 working days.
