Exchange and return

The "Qasr Alawani" store guarantees that all products are new, unused, and undamaged. Please note that within 7 days of receiving the product, the Palace of Pots team will replace the product at no charge.

• You can be a Producer within the first seven days of express delivery of Products distributed by Natural & Living Products, Personal Care Products, and Hair Care Products, provided that the Products are in their original condition with all original product attachments and all original product attachments. Such as balls, archives, archives, and others.

In the event that you receive a product with a defect, obvious damage, or a product with an error (color - size - another product), you must inform us within a maximum period of 7 days from the date of delivery.

• All products (except for excluded products) are accepted, provided that the returned products are unused and in their original condition within a period of 14 days from the date of delivery.
• The request for replacement or refund depends on the condition of the product when it is received from you. After examining the product by the relevant department and processing the request according to the condition of the product, thermos for coffee and tea with hot water are tested only in the event that there are traces of use in the product regarding electrical appliances, the Home elec brand, the product will be sent directly to the maintenance center to deal with the defect in accordance with the warranty policy described on the site.

The customer shall bear the shipping value in the event that the customer wishes to change the color or the customer's desire changes in general, provided that the shipping value is deducted from the value of the customer's order.

• No additional expenses are paid to any other party except for international shipments, as additional customs fees for each country may be incurred.
• In the event that the return is directed by way of a bill of lading, the product must be protected and well wrapped from damages resulting in shipping, and the policy must be printed and attached to the shipment and delivered to the nearest SMSA Express branch.

In the event that the quantity of the product runs out after completing the order process, the containers are limited, not to ship the product, and to refund the amount after communicating with the customer.

The amount of the refunded or returned order will be returned after receiving it by the shipping company via the card from which the payment was made within a period of 7-14 working days at the bank.

• In the case of installment requests (Tabby - Tamara), the amount will be returned to the installment account, provided that the installment entity settles your request within 72 hours from the date of return.
• The order will be in your hands within a period ranging between 3-7 working days in all locations in the Kingdom and within the city of Riyadh from 3-5 working days, from the date the order is shipped to you, and the period may be longer on holidays, holidays and national events.

Regarding electrical appliances

• The warranty period starts from the date of receiving the product, which is indicated by the product's application number. Therefore, the application number must be kept in the event of a product maintenance request, as the warranty period is 3 years from the date of product receipt.
• The maintenance period is 14 days from the date of receiving the product, and the period may be longer on holidays, holidays and national events.

In the event that the product fails to work during the validity period of the guarantee, please go to one of our branches spread around the Kingdom, and the period for maintenance work after receiving the product from the customer is 14 days. The store is committed to maintaining Home elec devices only, and for other devices, the customer can communicate with the agent directly.

The warranty does not include the consumable parts of the product.

The customer has the right to obtain an alternative product or to refund the amount in the event of a technical report that there is a manufacturing defect for the product, which is determined by the authorized maintenance center.

• With regard to other brands, the customer must communicate directly with the maintenance center approved by the agent, with the order invoice.

Return and Exchange Policy for Large Appliances and Electronics

Thank you for choosing Qasr Al-Awani to purchase your favorite products. We are happy to provide you with our services. You may change your mind about the products you purchased, don't worry. We at Qasr Al-Awani will do our best to make the return or exchange process as smooth and easy as possible.

We have simplified the return or exchange process for you through the following procedures:

In the event that the product is not available, the order will be canceled without consulting the customer

1 – Time Period Policy for Return or Exchange of Purchases

• Return and exchange within 7 days from the date of purchase.

2 – Return or Exchange Policy for Purchases

• The return and exchange are subject to the product being in its original packaging, including the manufacturer's labels and external carton seals, without any opening.
• When returning a product, all the accessories and gifts received with the product must be returned in their original packaging.
• Products that have been opened and are found to have a manufacturing defect can be exchanged for the same product, provided that the customer submits it to Qasr Al-Awani with a technical report from the authorized maintenance center in the Kingdom of Saudi Arabia.
• If the customer requests a return or exchange of a product in its original packaging, which is sealed and in the same condition as it was received, the shipping costs will be deducted from the refund amount, along with the original invoice.
• In the event of hidden damage that was not apparent at the time of receipt, the customer must notify the company within 24 hours of receiving the goods to take the necessary action, otherwise, the company will not be responsible for any compensation or return.

3 – Return and Exchange Procedures and Locations:

• The customer can return or exchange their purchases in Riyadh at Qasr Al-Awani free of charge, provided that the conditions set out in Article 2 above are met

4 – Methods of Return:

• The customer has the option to return the value of their purchases or exchange them for another product according to their choice.
• To return the value of purchases made by credit cards or checks, the amount will be returned through the customer's bank account within fourteen (14) working days, and the customer must follow up the payment procedures through the bank branch they are dealing with.

5 – Exclusions from the Return and Exchange Policy:

• Damage caused by misuse.
• Discrepancy in the serial number of the device, the original carton, colors, or any other appearance compared to the product received during the purchase process and as recorded in the sales invoice.
• All software and device drivers.
• Inks.
• All internet packages that have been previously activated with the products.

6 – Privacy Notice:

• Qasr Al-Awani is not responsible for any loss of customer data during the return or exchange process.
• Qasr Al-Awani is not responsible for any personal information or data stored on the customer's device.
• The customer is fully responsible for transferring and converting any personal data or device settings to the new device, if necessary.

7 – Other Terms and Conditions:

• The customer has the right to store the purchased items for a maximum period of 15 days from the date of purchase.
• If the customer delays receiving the product for more than 15 days, they have the right to request storage of the purchased items at Qasr Al-Awani at a cost of 10% of the total value of the stored products for each day of storage.
• In the event of returning the product due to a defect in the product or a manufacturing defect, or as a result of damage during delivery or delivery of the wrong product, no additional fees will be charged for shipping or transfer fees.
• If the order is cancelled through the Qasr Al-Awani instalment plan with Tappy during the regular delivery period, the customer will be charged 2% of the order value.