Aqad Lamya strives to provide a reliable and transparent shopping experience. If the customer is not satisfied with a product, they may request an exchange or return under the following terms:
Return Request Period:
The customer may request a return within (24) hours of receiving the shipment.
Exchange Request Period:
The customer may request an exchange within (3) days of receiving the shipment.
Conditions for Accepting a Return or Exchange:
The product must be in its original condition at the time of receipt.
It must not have been used, worn, or tampered with.
It must include its original box, packaging, and all accessories.
Cards, packaging, and seals (if any) must remain intact.
The original invoice or order number must be provided.
The product must not be among the items excluded from return or exchange.
Cases Where Return or Exchange Is Permitted:
A manufacturing defect.
A substantial discrepancy between the received product and the description shown on the site.
Receiving a non-genuine product or one that does not match the order.
Damage to the product during shipping that affects its integrity or conformity.
Products Not Eligible for Return or Exchange:
Made-to-order products.
Customized or modified products at the customer's request.
Special sizes, engraving, etching, or special modifications.
Products that have been used or damaged after receipt.
Products whose seals or tags have been removed, or whose packaging has been tampered with so that they lose their original condition.
Any case where it is proven that the reason for return is not attributable to the store or the product.
How to Submit a Request:
The customer contacts us via:
The request must include: order number, customer name, mobile number, reason for the request, and clear photos of the product when needed.
Product Inspection:
After receiving the returned product, the store inspects it and verifies its condition and conformity with this policy, then notifies the customer of the result and whether the request is accepted or rejected, with reasons.
Shipping Fees:
If the reason is a manufacturing defect, a store error, or non-conformity with the description, the store bears the shipping fees.
If the reason is not attributable to a defect or store error, the customer bears the shipping and return fees.
Refund Process:
Refunds are issued via the original payment method unless otherwise agreed, in compliance with regulations.
The time for the amount to appear in the customer's account depends on the bank or payment provider.
Original shipping fees are not refunded unless the return is due to a store error or product defect.
Exchange Process:
The customer may select an available replacement product.
If the replacement is more expensive, the customer pays the difference; if cheaper, the difference is refunded via the original payment method or the store's approved mechanism.
Request Rejection:
The store may reject a request if the conditions are not met, the product was used/altered/damaged after receipt, the specified period has expired, or misleading information was provided.
General Provisions:
This policy is an integral part of the store's Terms & Conditions. The store reserves the right to amend it at any time, with the version published at the time of the request applying, and it is governed by the laws of the Kingdom of Saudi Arabia.
