Exchange and return policy

Return and exchange policy

At Shaha Store, we strive to provide a comfortable and safe shopping experience for customers within the Kingdom of Saudi Arabia. Therefore, we have been keen to formulate a clear and detailed return and exchange policy that reflects our commitment to the rights of our customers without contradicting what is currently published on our website.


1. Introduction and Scope of Policy

This policy explains the terms and procedures for returning or exchanging products purchased from Shaha Store. The terms below apply to all orders within Saudi Arabia, via the website.

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2. Return and exchange period and conditions for order acceptance

  • Time period: The customer has the right to request a return or exchange of the product within seven (7) days from the date of receipt.
  • Product Condition: The product must be unused and in its original condition, with all accessories and parts as received by the customer. The original purchase invoice or electronic invoice must also be included as proof of purchase.
  • Packaging: The product must be returned in its original packaging, undamaged, with all manuals and accessories included. Any damage to or use of the product may result in the refusal of the return or exchange request.
  • Contact timing: The customer must submit a return or exchange request within seven days, and no request will be accepted after the specified period has expired.


3. Shaha Store Responsibilities

  • Shipping costs are covered: Shaha Store covers shipping costs in the following cases:
  • The product arrived damaged or defective upon delivery.
  • The product does not conform to the specifications or description on the website.
  • Receiving a product different from the product ordered.
  • Shipment Delivery: After the shipment is prepared and handed over to the shipping company, Shaha Store disclaims responsibility for any delays outside the agreed period; in the event of a delay, the customer must contact the shipping company to track the order.
  • Refund period: The refund will be issued to the customer within a maximum of 14 working days after receiving the product and verifying its condition, and the amount will be transferred to the account used in the purchase process.


4. Customer responsibilities

  • Data accuracy: If the customer changes the shipment route, cancels the order, or provides incorrect information such as mobile number, email address, or delivery address, the customer is responsible for shipping costs and any expenses incurred in changing the shipment route.
  • Desire to change: If the customer wishes to exchange or return the product due to a change of mind or no longer needing the product, he bears all shipping and return costs in full.
  • Product Preservation: The customer must ensure that the product is not used or damaged during the grace period, and return it in its original packaging with all accessories and the invoice.


5. How to submit a return or exchange request

  1. Contact us: You can contact customer service via WhatsApp at 0593967643
  2. Order details: The customer service team must be provided with the order number, customer name, and an accurate description of the reason for the return or exchange.
  3. Working hours: The customer service team answers inquiries during working hours from 9 am to 5 pm, Sunday to Thursday, excluding Friday, Saturday and public holidays.
  4. Product Receipt : After the customer service team approves the order, the product is received from the customer. The customer is responsible for packaging the product securely to ensure it arrives undamaged.
  5. Condition Check: Upon arrival at the Colin store, the specialized team checks the product's condition and integrity. If the product meets the return requirements, a refund will be issued or a replacement product will be sent, depending on the customer's agreement with customer service.


6. Refunds

  • Returns: The product price will be refunded via the same payment method used for purchase. If you paid by credit card, the refund may take up to 14 business days depending on your bank's procedures.
  • Confirmation of transfer: A notification will be sent to the customer when the transfer process is completed or the replacement product is ready.


7. Other cases and additional considerations

  • Delays beyond our control: Shaha Store is not responsible for any delays caused by circumstances beyond its control, such as weather conditions, customs procedures, or transportation obstacles. In these cases, the customer should follow up on the shipment with the shipping company.
  • Unacceptable uses: Products that have been used, whose original packaging has been removed, or which have been damaged due to misuse will not be returned or exchanged.
  • Compliance with regulations: This policy is governed by the regulations and laws in force in the Kingdom of Saudi Arabia, taking into consideration the protection of consumer rights and the prevention of fraud.


With these terms, Shaha Store affirms its commitment to providing a fair and transparent return and exchange policy that protects customer rights and ensures efficient and professional handling of orders, in full compliance with the terms stated on our official website. We are constantly striving to improve our services based on your feedback and suggestions to provide you with the best possible shopping experience.