Return and exchange policy

Return and exchange policy

If you are unsure about the purchase you have made, don't worry, as Sultan Stone Store offers a flexible return policy to make your shopping experience easier and more enjoyable.

How does the return or exchange process work?

1- Returns or exchanges are possible in the following cases:

• 1- Returns or exchanges are possible if the item is unused and intact within 1 day of the date of receipt of the item.
• 2- Returns or exchanges are possible if the item received is not the same item that was ordered.
• 3- Returns or exchanges are possible if the item is unused, contains all the attached tags and purchase invoices, and is in its original condition.

2- Instructions and notes regarding returns

1- To return an order, you can contact customer service via WhatsApp / live technical support within 24 hours of receiving the order.

2- Regarding the received items, they must be kept in their original condition and must not have been damaged by the buyer.

3- If the product is used and it turns out that the item is defective, the return request will be rejected and it will be shipped back to the customer.

4- For return requests, if the payments were electronic, a payment fee of 2.7% + 1 riyal will be deducted from the total amount paid, and the amount will be refunded within 10 working days.

5- Shipping fees are deducted in both cases (free shipping or shipping fees have been paid) and any other fees other than the product price.

6- Returns for installment orders (Tabby - Tamara) are processed according to their return policy.

7- Tabby's returns are subject to the following refund fees:

Tabby uses a payment gateway to process the amounts from the customer's card, and to return this amount to the customer's card, 2% + 1 riyal is deducted from the order value. Note that this percentage is the percentage of the amount returned to the customer, and Hajar Al Sultan store or Tabby does not benefit from this amount.

8- PayPal returns incur the following refund fees:

PayPal deducts a payment gateway fee to process the funds, and to return this amount to the customer's PayPal account, 5% + $1 USD is deducted from the total order value. Note that this percentage is the refund rate to the customer, and Sultan Stone Store does not benefit from this amount.

9- The item cannot be returned if the customer requests modification to it "due to a change in its specifications from before purchase".

3- In case of exchange: The customer bears the cost of the return shipping to us for exchange, and the shipping cost is 24 Saudi Riyals.

Refund Policy

The Sultan Stone team will initiate the refund of the return payment after receiving the product in our warehouses and ensuring that all the above terms have been applied via bank transfers.