Exchange and return policy

Exchange and Return Policy - Mail

First: General conditions for exchange and return

  • The product must be in its original packaging sealed by the seller (closed and locked box).
  • The packaging must be intact and undamaged.
  • All original labels and trademarks are present on the product and packaging.
  • The product must not have been used, washed or otherwise utilized.
  • The product must not be in poor condition due to misuse or damage after receipt.

Second: Return Policy

  • The customer has the right to request a return of the product within 3 days from the date of receiving the order.
  • The general terms and conditions set out above shall apply.
  • The customer bears the full shipping cost for returns, even if free shipping was offered upon purchase.
  • Products damaged due to misuse or that do not meet the conditions are not refundable.
  • If the product sent is different due to a store error, Mail Store will bear the return shipping fees.
  • The amount will be refunded to the customer within 7-24 working days from the arrival of the goods to the store's warehouses.
  • If the customer enters incorrect delivery information or an incorrect mobile number, resulting in a failed or delayed delivery, and then requests a reshipment, the customer will bear the full additional shipping cost of 19 riyals .

Third: Replacement Policy

  • The customer has the right to request a replacement product within 5 days from the date of receiving the order.
  • Replacement is only made in the following cases:
  • Product does not match the order.
  • There is a manufacturing defect.
  • Not fit (alternative size available).
  • The product must meet all of the general conditions above.
  • The first exchange is free (if conditions are met).
  • Any additional replacement after that is subject to a fee of 19 .
  • If a size change is requested and the size sent matches the order, the customer will bear the shipping costs. However, if the store sent the wrong size, the store will bear the shipping costs.

Fourth: Steps for submitting a return or exchange request

  1. Contact our customer service team via:
  • WhatsApp: 00966555346360
  1. Provide us with the following information:
  • order number.
  • Photos showing the condition of the product and packaging.
  1. The application will be reviewed within 2-3 working days .
  2. After approval, pickup or replacement product will be arranged as appropriate.

Fifth: Refund of amounts

  • The refund will be made to the same payment method within 7-24 business days of receiving and inspecting the returned product.
  • In case of cash on delivery , the amount will be transferred to the bank account specified by the customer . Please provide us with the bank account details to complete the refund process.
  • The refund will be made within 7-24 business days of the goods arriving at the store's warehouse.
  • The customer bears the shipping fee (round trip) of 38 riyals, even if the shipping is free upon purchase, unless the error is made by the store, in which case the Mail Store bears the cost.
  • The cash on delivery service fee is non-refundable and is 20 riyals.
  • In the event of a return or exchange of part or all of an order, the customer will bear the shipping cost if the products are in good condition. However, if the error is caused by the store, the cost will be borne by Mail.