Customer rights

Returns & Exchange Policy

This policy explains when an order can be cancelled, exchanged or returned, the fees that apply, and how paid amounts are handled depending on the payment method.

1. Interior and exterior doors

Cancelling or changing an order

The customer may not cancel a door invoice or change the door type or specification once the final payment has been made.
The customer may not cancel the invoice or change the door type or specification once the final measurements have been taken and approved.
The doors and works under the contract are manufactured to the customer's own order and specification, so they cannot be cancelled, changed or exchanged, nor can amounts paid for them be refunded, once manufacturing has begun.
If the final payment has not been made and final measurements have not been taken, and the customer wishes to cancel the door supply order more than 7 days after payment, the amount paid remains as store credit with the company for use on a future purchase.
If the customer cancels the measurement service within 7 days of payment, the payment service fee and the administrative fee for booking the appointment are deducted, totalling SAR 80.

2. Shipped items

2.1 Return and exchange conditions

The customer may request a return within 7 days of purchase, provided the items are in their original condition, unused and not installed, with proof of purchase.
Where the customer has received the items and wishes to return them, the customer bears the cost of shipping them back to the company.
Where items have been purchased and shipped to the customer and the customer then wishes to exchange them, the customer bears the cost of shipping the returned items to the company.
Items that have been used, installed, modified or damaged are not accepted. Acceptance of any exchange or return is subject to the company's inspection and approval.

2.2 Processing time

The 3-working-day exchange period is counted from the date the company actually receives the returned items, after they have been inspected and approved as meeting the exchange conditions.
The 3-working-day refund processing period is counted from the date the company actually receives the returned items from the shipping company, after they have been reviewed and confirmed as undamaged and meeting the return conditions.

3. Payment methods, fees and store credit

3.1 Instalment purchases

Where a purchase is made by instalments and the full invoice is cancelled, or an invoice amendment results in an overpayment, the amount remains as store credit with the company for use on a new purchase.
Where payment is made through an instalment platform such as Tabby, Tamara, Tasheel or any other platform, and the invoice is then amended resulting in an overpayment, or the invoice is cancelled for any reason, the amount paid remains as store credit with the company for up to 6 months from the date of cancellation or amendment. The customer may not claim it after this period ends.
Discounts, including corporate discounts, cannot be used when purchasing with the Tasheel instalment plan; the purchase is charged at the base price.

3.2 Online payments and bank cards

Where the invoice is paid by Visa, Mastercard or mada and the full invoice is cancelled within the permitted period, bank payment fees are deducted from the refund.
Where payment is made through the online store and a return of the full invoice is requested within the permitted period, online payment service fees are deducted from the total refund.
When a full invoice paid through the online store is returned, in line with the returns policy and permitted period, an operating fee of 15% of the invoice total is deducted. This covers the costs of reserving or storing the item, moving it between company warehouses, preparing it for delivery, or booking measurement and installation appointments, along with the associated internal shipping and operating costs.

To check on an open return, contact customer service on +966 0539339882.