Exchange and return policies

Replacement policy:

1. Without prejudice to the provisions of the contractual and statutory warranty, the consumer has the right to exchange the product provided to him from Basmat Al Thahab store within three days following the date of receiving the product, and he does not have the right to exchange the product after 48 hours have passed.

2. To exchange a product, it must be in its original condition and the consumer must not have used it or benefited from it. Basmat Al-Dhahab Store reserves the right to inspect the product before exchanging it to ensure its condition and will deduct 3% of the product's value, in addition to the shipping cost.

3. The consumer is not entitled to exchange the product in the following cases:

• If the product was manufactured based on the consumer’s request or according to specifications he specified, excluding products that are defective or that do not conform to the specifications specified by the consumer.

• If a defect appears in the product due to the consumer's misuse.

4. Fixed replacement costs are calculated at 60 to 120 riyals.

5. If the aforementioned exchange policy provisions are met, the consumer has the right to exchange the product by delivering it to one of SMSA's branches. The replacement product will be sent within a maximum of 14 working days from the date the product is received at Basmat Al Thahab store.

6. The product must be sent by the customer within a maximum period of 24 hours from sending the shipping label in order to avoid cancellation of the exchange process.

Return policy:

1. Without prejudice to the provisions of the contractual and statutory warranty, the consumer has the right to cancel the contract and return the product provided to him from Basmat Al Thahab store within 48 hours of the time of receiving the product, and he does not have the right to do so after 48 hours have passed since its evaluation.

Inspect and evaluate the product before returning it to ensure its safety.

2. To return a product, it must be in its original condition and the consumer must not have used it or benefited from it. Basmat Al-Dhahab Store reserves the right to inspect the product.

3. The consumer is not entitled to return the product in the following cases:

• If the product was manufactured based on the consumer’s request or according to specifications he specified, excluding products that are defective or that do not conform to the specifications specified by the consumer.

• If a defect appears in the product due to the consumer's misuse.

4. If cancellation is requested after manufacturing and before the shipping stage, the consumer shall bear the product manufacturing fees. The amount shall be estimated by the competent department in Basmat Al Thahab store according to the number and types of products. After deducting the costs, the refunded amount shall be deposited into the consumer’s account within 21 working days.

5. If the order contains more than one product, an additional amount will be deducted, which will be estimated by the relevant department at Basmat Al-Dhahab store according to the number and types of products.

6. If payment is made using a Mada, Visa, or Mastercard bank card, or via Apple Pay, bank fees will be deducted from the refund amount. These fees are calculated as 2% of the order value if the order was made using a Mada card, and 2.5% of the total order value if the order was made using a Visa or Mastercard card, or via Apple Pay.

If the purchase is made through the financial intermediary (Tamara) or (Tabby), a 3.5% administrative fee will be deducted.

7. If the provisions of the aforementioned return policy are available, the consumer has the right to cancel the contract and return the product to the Basmat Al Thahab store by delivering the product to one of the SMSA branches. The amount paid will be refunded after deducting an amount of 60 riyals for the cost of the shipments and administrative fees mentioned in paragraph (6). The refunded amount will be deposited into the consumer’s account within 14 working days.

8. The product must be sent by the customer within a maximum period of two days from sending the shipping label in order to avoid cancellation of the return process.

9. In the case of payment upon delivery, there is no refund, only an exchange for the same amount and within two days from the date of the order.