سياسة الاستبدال والاسترجاع

1) Return Policy Return policy is a set of conditions and requirements that determine the process of returning products after receipt by the customer. Conditions: - The customer can return the product and refund the paid amounts only within the warranty period, which is 30 days from the date of receipt of the product. - After the warranty period ends, the return request will not be accepted. - Returned products must be in good condition and in their original packaging or similar packaging that prevents damage during the shipping process. - The return request is only finalized after the product is received by Hala for Carpets and the condition of the returned product is verified accurately. - If the returned product is damaged, it will not be replaced or refunded, and the customer bears the shipping cost back to them. - The return process will not begin until the customer contacts the technical support team. - Gifts and free products are not eligible for return. Return procedures: - The customer contacts the technical support team via email at [email protected] or through WhatsApp. - The technical support team will send the shipping label with instructions on the return procedures. - The customer must attach the shipping label to the product. - The shipping service provider will contact the customer. - The customer can deliver the product to the shipping company associated with the shipping label. 2) Replacement Policy Replacement policy is a set of conditions and requirements that determine the process of replacing products after receipt by the customer. Conditions: - The customer can replace the product free of charge within the warranty period only, which is 30 days from the date of receipt of the product. - After the warranty period ends, the replacement request will not be accepted. - Returned products must be in good condition and in their original packaging or similar packaging that prevents damage during the shipping process. - The replacement request is only finalized after the product is received by Hala for Carpets and the condition of the returned product is verified accurately. - If the returned product is damaged, it will not be replaced or refunded, and the customer bears the shipping cost back to them. - The customer is entitled to one free replacement; if they wish to return or replace after that, they bear the shipping cost. - The replacement process will not begin until the customer contacts the technical support team. - Gifts and free products are not eligible for replacement. 3) Cancellation Policy Cancellation policy is a set of conditions and requirements that determine the process of canceling a purchase. Conditions: - The warranty period must be active. - Cancellation must occur before shipping. Cancellation procedures: - The customer contacts the technical support team via email at [email protected] or through WhatsApp. - The customer service team will verify that the order has not been shipped yet, and the order will be canceled if it has not been shipped. Situations where the customer can cancel the purchase: - Before shipping due to the customer’s lack of desire for the product. - For an incomplete product that was not shipped with the order. - For a product that was not shipped with the order and another product was shipped by mistake, with the return of the incorrectly delivered product. 4) Refund Policy Refund policy is a set of conditions and requirements that determine the process of refunding paid amounts. Conditions: - The customer can refund the paid amounts for cancellation or return within the warranty period only, which is 14 days from the date of receipt of the product. - The refund duration according to the payment method is as follows: - Visa: within 15 working days. - MasterCard: within 15 working days. - Mada: within 5 working days. - Apple Pay: within 5-15 working days. - Bank transfer: within 15 working days. - Tabi: 5 working days. - Tamara: 5 working days. - After the warranty period ends, refund requests will not be accepted. Refund procedures: - The customer contacts the technical support team via email at [email protected] or through WhatsApp. - If the customer wishes to cancel or return and the conditions are met, the refunded amounts will be returned according to the time specified in the conditions. Situations where the customer can refund the paid amounts: - Upon cancellation (see the cancellation policy for more details). - Upon return (see the return policy for more details). 5) Payment Policy At Hala for Carpets, we have facilitated the purchase process by providing the following payment methods: - Visa - MasterCard - Mada - Tamara - Tabi - Apple Pay