Return & Refund Policy – Rahaf Al Fakhama (rahalalfakhama.com)
Last Updated: 04-06-2025
This Return & Refund Policy is drafted in compliance with the E-Commerce Law of the Kingdom of Saudi Arabia issued by Royal Decree No. (M/126) dated 07/11/1440 H and its Implementing Regulations issued by Ministerial Resolution No. (01928) dated 14/01/1442 H.
By placing an order on our website, you agree to the terms stated below.
1. Eligibility for Return
Customers in the Kingdom of Saudi Arabia are eligible to return a product in the following cases:
- The product is defective or damaged upon arrival.
- The delivered item does not match the description, order details, or specifications.
- The product was delivered incorrectly (wrong item, size, or quantity).
- The product is counterfeit or non-authentic.
- The product violates a warranty or consumer right stipulated by Saudi law.
Note: As per Saudi law, personal care and perfume products are not eligible for return or exchange if opened or used, unless the product is damaged or defective on arrival.
2. Return Conditions
To be eligible for a return:
- The request must be made within 7 days of receiving the product.
- The product must be unused, unopened, sealed, and in its original packaging with all labels, seals, and accessories intact.
- You must provide proof of purchase (invoice, receipt, or order number).
- For defective or incorrect items, clear photographic or video evidence must be submitted.
- You must notify customer support at customercare@rahalalfakhama.com or WhatsApp +966 56 769 7322 before initiating a return.
3. Non-Returnable Items
In accordance with Article 13 of the E-Commerce Law Implementing Regulations, the following items are non-returnable:
- Opened or used perfume products (due to hygiene and safety regulations).
- Items purchased under promotional or clearance sales clearly marked as “Final Sale.”
- Gift cards or vouchers.
- Customized or personalized items.
4. Refund Policy
- If the return is approved, the refund will be processed within 14 business days using the same payment method used for purchase.
- Refunds for Cash on Delivery (COD) orders will be made via bank transfer after collecting bank details from the customer.
- Delivery/shipping charges are non-refundable unless the return is due to an error from our side (defective or wrong product).
- In case of partial returns, only the value of the returned items will be refunded.
5. Return Shipping
- If the return is due to an error from our side (e.g., wrong or defective item), we will arrange for free reverse pickup or reimburse the return shipping charges.
- If the return is for other reasons, the customer is responsible for the return shipping costs.
Return Address:
Rahaf Al Fakhama Warehouse
[Insert Full Warehouse Address]
Kingdom of Saudi Arabia
Contact: [Insert Phone/WhatsApp Number]
6. Cancellation Policy
- Orders can be cancelled before shipment by contacting our customer support.
- If the order is already shipped, it must follow the standard return procedure once received.
7. Replacement & Exchange
- Due to the nature of perfume products, we do not offer exchanges.
- If your item is defective or incorrect, we may offer a replacement based on availability or proceed with a refund.
8. Consumer Rights (As per Saudi E-Commerce Law)
- You have the right to be clearly informed about the return, cancellation, and refund policies before placing the order.
- You are entitled to a 14-day period to file a complaint if the seller violates your consumer rights.
- You are protected under Ministry of Commerce (MOC) consumer rights and can file a complaint through the official “Balagh Tijari” platform or MOC App if your concerns are not resolved.
9. How to Request a Return
- Contact us via email at info@rahalalfakhama.com or WhatsApp at [Insert Number].
- Include your order number and reason for return.
- Provide clear photos/videos if the item is defective or wrong.
- Await return approval and shipping instructions.
- Send the item back within 3 working days after approval.
10. Contact Information
For return requests or support:
Email: info@rahalalfakhama.com
Phone / WhatsApp: +966 56 769 7322
Instagram: @rahalalfakhama
Business Hours: Saturday–Thursday, 10:00 AM – 8:00 PM
By shopping at Rahaf Al Fakhama, you acknowledge and accept our return & refund policy as detailed above.
End of Policy
