سياسة الاستبدال والاسترجاع

Return and Exchange Policy Return and Exchange Conditions We are pleased at Customer Service to serve you in receiving returns and exchanges through Customer Service available in the DBM Store, provided that the product being exchanged/returned is in its original condition and packaging, and has not been used, opened, or had its packaging features altered. At DBM Store, we always strive to provide the highest levels of service. To benefit from our return and exchange policy, the following conditions must be met: - DBM accepts return requests within 3 days of purchase and exchange requests within 7 days if you receive a product with a defect, manufacturing defect, breakage, or a defect resulting from shipping or packaging processes, or if you receive a product that does not match your order. - The product must be in its original condition, unused, unopened, and with tags intact. - The product must be wrapped in its original packaging and in the same condition as received. - The original purchase invoice must be attached when initiating the return or exchange procedures. - The customer has the right to refund the product value or exchange it for another product of their choice, but according to the following conditions: * The shipping cost for returning or exchanging products is borne by the customer with an amount of 46 riyals. * We apologize for returning or exchanging polishing and cleaning products to preserve their quality. * Returns or exchanges are only approved after receiving and inspecting the returned product from the shipping company, and the process duration is from 10 to 15 days. - When requesting a product return, it is subject to an inspection by the site management to verify its condition, and the refund will be approved after confirming that the product’s condition complies with the return policy. - To complete the return process, the purchase voucher from our store and the shipping receipt must be present, noting that the shipping costs for the exchanged and new goods are the responsibility of the customer. - The customer must ensure the safety of their shipment at the shipping receipt center of the shipping company. - If the shipment is carefully wrapped and arrives in a nearly damaged, damaged, or problematic condition related to poor shipping, the customer should review the chosen shipping company and request compensation for the damage. - In case of violation of Tabby or Tamara installment payments, the customer must resolve their issue with the payment companies, and in this case, the institution is not responsible for these collection issues as it is not authorized to collect amounts from customers. Review of the request for exchange or return: - If the return or exchange is due to a defect in the product, the store will review the request and inspect the product. If it is found that the buyer violated the terms of this policy and the defect was caused by the buyer’s mistake, we have the right to refuse the return or exchange request or charge the buyer for the damage caused to the product. - If the defect or damage is covered by a valid warranty from the store, the seller only bears the shipping costs to the buyer or customer, and the buyer only bears the shipping costs to the seller. - If the customer delays receiving the shipment and the shipping company returns it to the store, a return shipping fee of 30 riyals will be deducted, and the customer bears the costs of reshipping if requested. - If the customer delays more than four weeks in receiving the shipment from the main branch (store), the customer will be charged a 25% penalty of the order fee, and the remaining order amount will be refunded. Refund Policy - Upon receiving a request to refund the purchase value of a product, if you receive a product with a defect, manufacturing defect, breakage, or if the product purchased does not match our products, or if there is a defect resulting from shipping or packaging, or if you receive a product that does not match your order, we will send you an email informing you that your request has been received, and whether it has been accepted or rejected. - If approved, your request will be processed, and you can receive your refunded money via your original payment method. - The customer has the right to a full refund if the product received is completely different from the description on the product page or products. - If approved, the refund will be processed according to the payment method used within the period specified by the bank, and you can recover the value of the returned goods — at our discretion — via bank transfer after providing us with your account number, within no more than 15 days after receiving the returned products from the shipping company. - If the amount due is not refunded, first verify your bank account again, then contact your credit card company, as it may take some time for the amount to be officially transferred, and then contact your bank. There is usually some processing time before the refund is completed. We welcome your feedback or inquiries via contacting us at: [email protected]