Exchange and Return Policy

Exchange and Return Policy

At Aswar Al-Arish, we are committed to our customers’ satisfaction and to providing a clear and comfortable shopping experience. Below, we explain the terms and procedures for exchanges and returns so that you are aware of all the details before submitting a request.

First: Exchange and Return Period

Customers may request an exchange or return of a product within 7 days from the date the order is received, provided that the requirements and conditions of the policy outlined below are met.

Second: Conditions for Accepting Exchanges and Returns

For an exchange or return request to be accepted, the following conditions must be met:

The product must be in its original condition as received.
The product must not have been used or opened.
The product must be in its original packaging, with all its accessories.
The exchange or return request must be submitted within the specified period.
The order number or proof of purchase must be provided when submitting the request.

The store reserves the right to inspect the product and verify that it meets the conditions before approving the request.

Third: Exchange and Return Fees

The following shipping fees apply to exchange and return requests:

For returns:

The customer bears a return shipping fee of SAR 27.
The original shipping fees and cash-on-delivery fees are non-refundable, in accordance with the terms stated for the order.

For exchanges:

The customer bears an additional exchange shipping fee of SAR 27.

Fourth: Steps to Submit an Exchange or Return Request

To submit an exchange or return request, please follow these steps:

Contact Aswar Al-Arish customer service by phone or email.
Provide the customer service team with the order number and the details of the product you wish to exchange or return.
Explain the reason for the request.
Wait for the request to be reviewed and answered, which may take up to 48 hours.
Once approved, you will receive the necessary instructions for returning the product.

Please do not send the product before receiving return instructions from customer service.

Fifth: Refunds

If a return request is approved, the refund process for the amount due will begin once the product arrives at the store’s warehouse and its condition has been checked and confirmed to meet the return conditions.

The refund takes 2 to 14 business days from the date the shipment arrives at the warehouse, depending on processing procedures and the payment method.

The time it takes for the amount to appear in the customer’s account may vary depending on the bank or payment service provider.

Sixth: Damaged or Incorrect Products

If you receive a damaged product or one that differs from what you ordered, please contact customer service and explain the issue, attaching clear photos of the product and its packaging, along with the order number.

The case will be reviewed and appropriate action will be taken in accordance with applicable regulations and consumer rights.