Exchange, Return and Delivery Policy

Return, exchange and delivery policy

• The customer has the right to return and exchange the order if it has not been opened and is in its original condition and has not been tampered with at all. The return is within 3 days, and the exchange is within 7 days, and the customer bears all shipping costs incurred as a result.

• The customer has the right to cancel the order, but the shipping amount will be deducted if the order is executed.

• If the customer receives a damaged product or one that contains a manufacturing defect, he has the right to replace it with the same product or compensate its value, provided that the product is returned to us.

• If the customer refuses to receive the order or wishes to exchange or return the products, he shall bear the shipping costs resulting from that, even if it includes free shipping.

• For orders within Riyadh, they are delivered within one to four working days, and for orders from other cities in the Kingdom, according to the shipping company chosen by the customer, provided that it does not exceed 15 working days. The period also depends on the fact that the working days do not coincide with official holidays for the delivery companies.

• If the shipping company delays more than 15 working days, a complaint will be filed with the shipping company chosen by the customer. If the user is not satisfied with the outcome of the complaint processing or if 10 days pass and the complaint is not resolved, the complaint can be escalated to the Communications and Information Technology Commission.

• The amounts are refunded according to the customer’s payment method, and the refund period varies according to the policies of the bank or electronic payment intermediary.

• When choosing Barq Delivery Company (Riyadh), the location will be sent by the delivery company on WhatsApp. The location must be specified correctly and delivery will be made on the same day if you respond early.

If the company representative arrives at the customer’s home and there is no response (the receipt code is mandatory), he will wait half an hour, after which the order will be returned to us with another fee. If you wish to deliver at a later time, you must pay a new delivery fee to issue a new policy. If you do not wish to pay any fees, you can receive the order from our warehouse in Riyadh only.

• Clothes, fabric and cotton products, scratchers, collars and toys are not exchanged or returned to keep your pet safe.

• In the event that you receive a wrong product, our store is responsible for all shipping and replacement costs, noting that we photograph each order before sending it.

• In the event of damage to some products from shipping companies, please photograph the shipment with the shipping policy and the damage clearly so that the shipping company can be contacted and compensation requested for the customer. This is mandatory to request compensation, because we cannot file a complaint without proof.

• Free shipping outside Riyadh, provided that it does not exceed 50 kg.

• If the customer receives a free gift from us, he cannot convert it into cash.

• Some policies are subject to change without prior notice depending on business circumstances.