Return & Exchange Policy - Istabraq Store
Istabraq Store strictly operates under the Saudi Ministry of Commerce regulations and the Saudi E-commerce Law. Completing a purchase from our store constitutes a legally binding contract and absolute agreement to these strict terms:
1. Strict Deadlines (No Exceptions):
- Returns: Requests must be submitted within 24 hours from the exact delivery time recorded by the shipping company.
- Exchanges: Requests must be submitted within 3 days from the delivery date.
- Protection Clause: Any request submitted after these strict windows will be automatically and permanently rejected.
2. Mandatory Digital Documentation Rule:
- To claim a manufacturing defect or an incorrect order, the customer is strictly required to provide an unedited, continuous unboxing video showing the package opening and the claimed defect within 24 hours of delivery.
- Failure to provide this video or delay beyond 24 hours forfeits the customer's right to any claim, compensation, or exchange.
3. Anti-Fraud & Inspection Conditions:
- Items must be returned in their original, sealed packaging, with all brand tags, labels, and accessories completely untouched.
- Any garment (Jalabiya or Makhawar) that shows signs of wear, washing, makeup stains, altered threads, or contains any scents (perfumes, incense, laundry detergents) will be strictly rejected.
- Absolute Right of Refusal: Returned items undergo a rigorous inspection. If any sign of usage or tampering is detected, the request will be instantly denied, the item will be sent back at the customer’s expense, and the customer will be permanently banned from the store.
4. Non-Returnable & Custom Items:
- According to Article 11 of the Saudi E-commerce Executive Regulations, custom-made, tailored, altered, or personalized items cannot be returned or exchanged under any circumstances, unless a structural defect is proven by the mandatory unboxing video.
5. Financial Terms & Deductions:
- For returns or exchanges based on personal preferences (change of mind or size error), the customer bears all costs: (Original shipping fee + Return shipping fee + Handling fees, if applicable).
- Approved refunds (minus all shipping and bank transaction gateway fees) will be processed within 14 business days only after the returned item passes our security inspection.