RETURN AND EXCHANGE

Exchange and Return Policy - Aeen Shop

At Aeen Shop, we are committed to providing the finest quality food and beverages. Due to the perishable nature of our products, our return policy is subject to the following conditions:

1. Conditions Under Which Exchange and Return are Permitted

According to Saudi Consumer Protection Law, customers are entitled to exchange or return products only in the following cases:

Manufacturing Defect or Damage: If the product arrives damaged, spilled (such as oils and beverages), or defective before receipt.

Expiration Date: If the customer receives a product whose expiration date has passed at the time of delivery.

Discrepancy: If the product received is completely different from what was ordered (error in the type of juice, the size of the water, or the type of can).

2. Cases Where Exchange and Return are Not Permitted

In order to protect public health and in accordance with applicable regulations, products cannot be returned or exchanged in the following cases:

Customer Change of Mind: Food, beverages, and oils are not eligible for the "cancel purchase" option after receipt if they are undamaged and conform to specifications.

Improper Storage: If the product has been damaged due to improper storage by the customer (such as leaving water or juices in sunlight or at high temperatures).

Opening the Packaging: Once the original packaging of the food product has been opened, the customer forfeits their right to a return unless there is clear evidence of spoilage.

International Orders: Due to the long shipping times for international orders and the nature of food products, returns are not accepted for orders outside of Saudi Arabia unless a proven error was made by the store before shipment.

3. Timeframe for Claims
Return or exchange requests must be submitted within 24 hours of receiving the shipment, given the perishability of food products and their sensitive storage requirements.

4. Steps to Submit a Request
Contact "Aeen Shop" customer service via WhatsApp or other authorized channels.

Please provide us with the order number, clear photos, and a video of the damaged or non-conforming product (showing the expiry date and the shipping label attached to the carton).

Our team will review your request and respond within 48 business hours.

5. Refunds
If your return request is accepted, the refund will be issued to the customer using the original payment method.

If payment was made in cash or via cash on delivery, the refund will be transferred to your bank account after the store receives the returned item and verifies its condition.

The refund may take 7 to 14 business days to appear in your bank account, depending on your card issuer's policy.

6. Shipping and Delivery Fees
Aeen Shop will cover all shipping and delivery costs if the error is ours (damaged or incorrect product).

In exceptional cases where a return is accepted for reasons beyond the store's control, the customer will be responsible for the shipping and return costs.

Note: We recommend that all our valued customers carefully inspect their order in front of the delivery person before leaving to ensure all products are in good condition and conform to specifications.

Shopping at Aeen Shop means you trust our quality, and we are always here to ensure your satisfaction.

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RETURN AND EXCHANGE