Exchange and Return Policy for IWpet Store
At IWpet, we strive to ensure a comfortable and safe shopping experience for our valued customers.
General Terms for Returns and Exchanges
You can return products within 7 days from the date of receipt, provided the product is in its original, unused condition, with its original packaging and all accessories included.
If you receive an incorrect or damaged product, IWpet will cover all shipping and exchange costs, and we are happy to assist you immediately.
Return Conditions
- Unused Product: The product must be in the same condition as it was when purchased.
- Original Packaging: The product must be returned in its original packaging.
- Damage Reporting: If the product is damaged or defective, report the issue within 24 hours of receiving the product.
Non-Returnable Conditions
- After 7 days from the date of receipt.
- If the product has been used or opened.
- If the product is damaged due to improper use.
Return Shipping Fees
- Within Medina: The return shipping fee is 15 SAR.
- Outside Medina: The return shipping fee is 25 SAR.
If a product purchased with a discount or free shipping is returned, the original shipping cost will be charged based on the policy.
Refund Process
- Bank Transfer: The refund will be processed to the account within 2 to 14 business days.
- Loyalty Points: The refund will be credited as loyalty points immediately after the product is received and inspected.
- Tamara or Tabby: The refund will be processed via the approved payment platform within 14 business days.
Order Cancellation
You can cancel your order before it is shipped. If the order has already been prepared, cancellation fees may apply:
- Within Medina: 15 SAR.
- Outside Medina: 46 SAR.
Electronic Payment Fees
- Payment via Tamara or Tabby: 7% of the total amount paid.
- Payment via Mada, Visa, or MasterCard: 2.5% of the total amount paid.
Damaged or Defective Products
If you receive a damaged product, you must contact customer service within 24 hours of receipt. All issues will be addressed promptly to ensure your satisfaction.
Failed Deliveries
If delivery fails due to incorrect information or non-responsiveness from the customer, the customer will bear the shipping costs. New orders will only be shipped after prepayment.
We hope this policy provides you with a comfortable and secure shopping experience at IWpet. Feel free to contact our customer service for any inquiries.