FAQ
Can I return a defective or damaged product?
Yes, if you receive a defective or damaged product, you can return it within 30 days from the date of receipt.
The product must be in its original condition with all its accessories and in the original packaging.
After examining the product and verifying its condition, the amount paid will be refunded according to the payment method used.
In what cases cannot the product be returned?
Return requests cannot be accepted in the following cases:
– If the specified return period has been exceeded (7 days for regular products and 30 days for defective products).
– If the product has been used or damaged due to misuse.
– If the product is missing any of its accessories or original packaging.
How do I submit a return or exchange request?
You can easily submit a return or exchange request by:
Contacting us via email or WhatsApp.
Explain the problem and provide us with the order details and product images if necessary.
You will be provided with the product return instructions and necessary steps.
When will I receive the refund?
The refund will be made after receiving the product and checking its condition within 3 to 14 business days, depending on the original payment method.
Can I exchange the product instead of returning it?
Yes, you can request to exchange the product with another product if it is of the same or higher value (with payment of the difference).
Exchange is accepted within 7 days from the date of receipt, provided that the product is in its original condition and with all its accessories.
Who bears the cost of return shipping upon return?
The customer bears the shipping cost when returning regular products.
In the event of a manufacturing defect or damage to the product, Al-San Store bears the full shipping cost.
How long does it take to deliver orders?
Orders are delivered within 1-3 business days under normal circumstances.
During promotional or seasonal periods, delivery may take up to 10 business days.
What happens if the product is not available upon exchange?
In the event that the product requested for replacement is not available, you will be notified immediately, and you can:
– Choose an alternative product of the same value.
– Request a refund.
How can I track the status of my order or return request?
Once you submit your order, you can track the status of the order or return by contacting customer service through:
Email:
WhatsApp number:
When are complaints or inquiries responded to?
All complaints and inquiries are responded to within 72 hours.
It may take up to 14 business days to resolve the problem or provide appropriate solutions, depending on the nature of the problem.
Methods of communicating with Al-San Store
If you have any inquiries or requests regarding the return policy or our other services, you can contact us via:
Email:
WhatsApp number: