Return and exchange policy

Shipping, Delivery, Exchange & Return Policy

Order Acceptance Policy

The store reserves the right to accept, reject, or cancel an order under certain circumstances, including but not limited to:

  • The requested product is unavailable.
  • There is an error in the product price.
  • The order is suspected to be unlawful or fraudulent.

If an order is rejected or canceled, the amount paid by the customer will be refunded.


Exchange & Return Policy

  • Exchanges are not available for online orders. Customers are only eligible to request a return.
  • Returns are not available for orders shipped outside the Kingdom of Saudi Arabia.
  • Customers may request a return within 7 days of receiving their order.

Returns can be made through one of the following methods:

  • In-store return at Hayat Mall: Customers may return their order at our branch free of return fees.
  • Through a shipping company chosen by the customer: The customer is responsible for the full shipping and return costs.
  • Through SMSA arranged by us: A return fee of 30 applies within Saudi Arabia.
  • SMSA drop-off: Customers wishing to return an item must drop it off at their nearest SMSA branch for shipment to us. The customer is responsible for the applicable shipping and return fees in accordance with our return policy.
  • Original shipping fees are non-refundable in all cases.

Return Eligibility Conditions

To be eligible for a return, the following conditions must be met:

  1. The product must be in its original condition and unused.
  2. All tags and labels must remain attached, intact, and undamaged.
  3. The product must be returned in its original packaging.
  4. The product must be free from external odors, including perfume and any other scents.

Return Fees

The customer is responsible for all applicable shipping and return costs.

For orders that were shipped free of charge, the shipping and return fees will be deducted from the amount refunded to the customer.


How to Request a Return

Customers can contact us on this WhatsApp number : 0533738763

  1. The return shipping label will be sent to you.
  2. Once the return label has been issued, the customer must drop off the item at their nearest SMSA branch to have it shipped back to us.

Refund Policy

  • Refunds will be processed through the same payment method used for the original order, such as Mada or Tamara.
  • For Tabby and Tamara customers, refunds will be returned to the same account used for payment.
  • If the refund is to be processed via bank transfer, we will contact the customer to obtain their bank account details.
  • Refunds are processed within 2 days to 2 weeks.
  • Refunds will be processed only after we receive the returned item and verify that it is in good condition and meets our return eligibility requirements. The refund processing period does not begin when the return shipping label is issued.

Shipping & Delivery Policy

For deliveries within the Kingdom of Saudi Arabia, the estimated delivery time ranges from 2 days to a maximum of 2 weeks, depending on product availability, order volume, and shipping company schedules.


In-Store Pickup Service

  • In-store pickup fee: 20.
  • The in-store pickup service fee is non-refundable under all circumstances.
  • Orders must be collected from the branch within a maximum of 2 weeks.

Customer Service

For any further inquiries, please contact us through:

Customer Service Number: 0533738763

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