Return and Exchange Policy

Return and Exchange Policy - Istabraq Store

We care about your satisfaction. Here is our policy regarding returns and exchanges:

Istabraq Store strictly operates in accordance with 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 of the exact delivery time recorded by the shipping company.
Exchanges: Requests must be submitted within 3 days of 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.Failureureilure to provide this vi oreo, demo, or a delay beyond 24 hours forfeits the customer's right to any claim, compensation, or exchange.
Any

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. immediately. Returned items undergo a rigorous inspection. If any sign of use or tampering is detected, the request will be denied immediately, the item will be returned at the customer’s expense, and the customer will be permanently banned from the store.
Use

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 the mandatory unboxing video proves a structural defect.

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.