Redeem your points for rewards
have Points
More
Cart
Search

Return and Exchange Policy

Jawaher Al Reem Store

At Jawaher Al Reem, we are committed to complying with the regulations of the Saudi Food & Drug Authority (SFDA) and the Ministry of Commerce, while ensuring consumer safety and protecting customer rights.

The following policy outlines the terms governing returns, exchanges, and cancellations for cosmetics and personal care products.

Refund Policy

In accordance with SFDA regulations and due to the hygienic nature of cosmetics and personal care products:

  1. Products cannot be returned once opened or used, for health and safety reasons.

  2. Customers may request a refund within 7 days from the date of delivery only in the following case:

    • The product is unopened, unused, and in its original packaging and condition.

  3. Refunds are not applicable for:

    • Opened or used products.

    • Products damaged due to misuse.

    • Requests submitted after the allowed return period.

Exchange Policy

Customers may request an exchange within 7 days from the delivery date in the following cases:

  1. Receiving an incorrect item.

  2. Products damaged during shipping.

  3. Visible manufacturing defects prior to opening the product.

Conditions for Exchange:

  • The product must be unused.

  • Unopened.

  • Returned in its original condition with all included accessories and packaging.

Damaged or Incorrect Products

If you receive a damaged or incorrect item:

  1. The store must be notified within 48 hours of receiving the shipment.

  2. Clear photos of the product and external packaging must be provided.

  3. After verification, the customer will be entitled to:

    • A replacement at no additional cost.

    • Or a full refund.

📌 In such cases, all shipping costs will be covered by the store.

Refund Processing

  1. Refunds will be processed after the returned product is received, inspected, and approved according to the policy conditions.

  2. Refund processing may take between 7–14 business days.

  3. Refunds will be issued through the same payment method used during purchase.

  4. Shipping fees are non-refundable unless the error was caused by the store.

Promotions & Discounted Items

  • Products purchased during promotions or special offers are not eligible for return or exchange.

  • Except in cases of manufacturing defects or order errors.

General Terms

  • The store reserves the right to reject any return or exchange request that does not comply with this policy.

  • This policy is designed to protect consumers and ensure product quality and safety.

  • All terms are governed by the regulations of the Saudi Ministry of Commerce and the Saudi Food & Drug Authority (SFDA).

Customer Support

For inquiries or to request a return or exchange, please contact:

Jawaher Al Reem Customer Support

Responses are provided during official business hours.

Important Notes

Due to the nature of cosmetics and personal care products, items cannot be returned or exchanged after being opened or used, in accordance with SFDA regulations.

  • Orders may only be canceled if the shipment has not yet been dispatched (Under Review status).

  • Once your order is shipped, you will receive a confirmation message via the registered mobile number along with the tracking number.

  • Orders cannot be canceled after shipment.

  • Once the order status changes to Processed (shipping label generated), no modifications or additions can be made to the order.

Important Cancellation Notice

If the order status has changed to Processed (shipping label issued) and the customer wishes to cancel the order, the shipping fee will be deducted.

This applies only to fully paid orders and does not apply to installment payments (Tabby or Tamara).

Refunds will be issued only after the shipment is returned to the store and the products are inspected to ensure they have not been opened or used.

Order Cancellation Procedure

If you wish to cancel your order while its status is still Under Review
(before shipment and order processing), please contact Customer Support and provide the following information:

  • Full name used in the order.

  • Order number.

  • Mobile number used in the order.

Installment Orders

Orders paid through installment providers (Tabby or Tamara) cannot be canceled or refunded under any circumstances, even if the order status is still Under Review.