1- Policy Updates & Legal Precedence:
KATHEEB reserves the right to amend or update this policy at any time to reflect operational, commercial, or regulatory changes. In the event of any inconsistency between this policy and applicable consumer protection laws of the Kingdom of Saudi Arabia, the provisions of Saudi law shall take precedence.
2- Scope & Eligibility:
· This policy applies to products sold through the official KATHEEB online store unless a product page states additional terms. Return or exchange requests are accepted exclusively for Eligible Orders through the official KATHEEB online store.
· Orders purchased via physical retail locations, authorized or unauthorized resellers, online marketplaces, third-party platforms, or promotional deal websites are excluded from KATHEEB’s direct online return process. For reseller or marketplace purchases, KATHEEB may provide guidance to contact the original seller; however, liability for refunds or exchanges remains with the selling entity.
3- Delivery Confirmation:
The delivery date recorded by the courier tracking system is considered the official delivery date and is used to calculate all request windows in this policy.
4- Return & Exchange Timeframes:
Requests must be submitted within the windows below (Any legally mandated return/refund windows defined by Saudi authorities override the timelines stated below).
· Customer remorse (change of mind / dissatisfaction without defect): within 7 calendar days from delivery.
· Wrong item delivered: within 7 calendar days from delivery.
· Manufacturing defect: within 7 calendar days from delivery, or later if verifiable with sufficient evidence.
· Shipping damage: within 2 calendar days from delivery (extension is considered only if supported by official courier incident reports or valid unboxing evidence).
· Bundles/Promotional Packs: within 7 calendar days (all items must be returned together).
Note: Processing timelines may extend during peak seasons after customer notification.
5- Return Eligibility Conditions:
To be eligible, items must meet ALL of the following:
· Unopened and in original factory-sealed condition.
· Free from signs of use, tampering, or modification (unless a defect is proven).
· Returned with original packaging and all seals, wraps, inserts, and accessories.
· All components included (cap, bottle, sprayer, and accessories).
· Promotional gifts must be returned in original condition.
· Return shipment must use a tracked courier service; use the official KATHEEB return label where provided for KATHEEB-paid cases.
· Orders cancelled before shipment are eligible for a full refund without deductions (subject to payment provider processing).
· All return shipments must include an active tracking number. Returns without tracking will be automatically rejected.
6- Non-Returnable Items:
The following items cannot be returned or exchanged, except where required by applicable consumer laws:
· Final sale / non-returnable items clearly marked at checkout (including certain seasonal sale items).
· Customized, engraved, or personalized products.
· Gift cards, digital vouchers, or electronically delivered store credit.
· Sample or test units not classified as retail products.
· Opened hygiene-sealed products unless a defect is substantiated.
7- Return Process:
1. Customer submits a request using the official Return/Exchange form (----).
2. KATHEEB Support Team reviews within 48 business hours.
3. KATHEEB may request additional information if details are missing or unclear.
4. If approved, return instructions and (if applicable) a return label is sent to the customer’s registered email. Return shipments that arrive without prior approval from KATHEEB Support will be automatically rejected and reshipped at the customer’s cost.
5. The product must be shipped within 24 hours of approval).
6. Inspection occurs within 5–7 business days after receipt.
7. Refund or exchange is initiated upon inspection approval and confirmation is shared.
8. Fulfillment is completed within up to 14 business days unless extended due to peak periods or third-party delays.
Calendar days apply to request windows; business days apply to processing SLAs. Business days refer to Sunday–Thursday, excluding official public holidays in Saudi Arabia.
8- Courier & Return Label Rules:
· When KATHEEB Pays Return Shipping:
For confirmed defect, wrong item delivered by KATHEEB, or verified shipping damage: the customer must use the KATHEEB return label to qualify for KATHEEB-paid shipping, unless KATHEEB agrees otherwise in writing before shipment.
· When Customer Pays Return Shipping:
For customer remorse or non-defective exchange: the customer bears shipping cost.
· Label Validity & Reissue:
• Return label validity: 3 calendar days from approval.
• Return approval validity: 3 calendar days from approval (if not shipped, approval may expire).
• Label reissue limit: maximum 1 reissue per order (unless required by law or approved by KATHEEB for exceptional cases).
• KATHEEB return label is mandatory for KATHEEB-paid shipping cases only.
9- Transit Liability:
· No liability for untracked customer return shipments.
· Tracked shipments will be investigated if lost/damaged based on tracking and courier investigation results.
· If the item is damaged during return shipping due to inadequate customer packaging, the return may be rejected.
· If the courier confirms mishandling/damage with an official report, the case may be treated as courier liability and handled accordingly.
· If a courier loses the tracked return parcel, compensation responsibility will be determined by the courier investigation report and tracking proof.
10- Inspection Outcomes:
KATHEEB inspects all returns to confirm eligibility. Common outcomes:
· Seal intact + packaging complete + eligible: refund or exchange approved.
· If opened but a manufacturing defect is verified, refund or exchange may be approved.
· Seal broken + no defect evidence: return rejected; item shipped back at customer cost.
· Bundle incomplete (missing items/gifts): return paused until missing items are provided or rejected if not completed within 7 days.
· Return damaged in transit (customer shipment): may be rejected.
If a return is rejected, the item will be reshipped within 5–10 business days after inspection, and outbound shipping charges may apply.
11- Return Shipping Fee & Deductions:
Return Shipping Fee: 29 (unless clearly stated at checkout for special cases).
If a return fails inspection, KATHEEB may return the item to the customer and the customer will bear the outbound shipping cost.
Any approved deductions (if applicable) will be clearly communicated before completion.
12- Refund Options & Processing:
If your refund is approved, you may choose one of the following (subject to local regulations):
· Refund to the original payment method.
· Store voucher/credit equal to the product value (where applicable).
Processing Time: Refunds are typically completed within up to 14 business days after inspection approval (may be longer during peak seasons/holidays).
13- Refund Handling by Payment Type:
· Debit/Credit card: refunded to the original card used.
· Digital wallets: refunded to the same wallet.
· Installment services (Tamara, Tabby, etc.): Refund initiation is confirmed by KATHEEB, while refund posting and completion timelines are controlled by the payment provider. Customers must contact the provider directly for timeline disputes.
· Cash on Delivery (COD): processed via Store voucher/credit equal to the product value.
14- Refund Proof & Dispute Handling:
If refund processing exceeds the stated SLA, customers may request refund initiation proof. Proof may include:
· Refund transaction reference ID/confirmation.
· Payment gateway/provider confirmation (where available).
· Installment provider initiation confirmation (where applicable).
· Proof is limited to refund initiation confirmation and does not guarantee refund posting date, which is controlled by the payment service provider.
15- Exchange Rules:
Exchange requests are subject to product availability and inspection approval.
· Exchange allowed for the same item or a different item (if available).
· Price difference handling:
· If the new item price is higher, the customer pays the difference.
· If the new item price is lower, the remaining value is issued as store credit, unless local law requires another method.
· Maximum exchange attempts per order: 2 (unless required by law).
· If out of stock, a refund may be issued instead.
· If the exchanged item is found defective upon receipt, KATHEEB may offer replacement or refund based on stock availability and verification.
· If the customer does not pay the required price difference for a higher-value exchange within 48 hours, the exchange request will be void and converted into a refund request.
16- Evidence-Based Claim Handling:
To validate defect or damage claims, customers may be asked to provide supporting evidence such as product images, packaging condition, unboxing video, or courier incident reports. Evidence is requested for verification purposes and does not invalidate customer rights under Saudi law.
17- Return/Refund Rejection Reasons:
A return/refund/exchange request may be rejected in cases including (not limited to):
· Broken seal/opened product with no verified defect.
· Missing original packaging/components or promotional gifts (where applicable).
· Customer remorse request submitted outside the stated window.
· Damage caused by inadequate customer packaging during return transit.
· Insufficient evidence for shipping damage/defect claims (where evidence is reasonably required).
· Return shipped using prohibited/unsafe shipping methods for liquids.
· Label/approval expired and shipment sent without renewed authorization.
18- Appeals & Escalation:
Customers may contest inspection outcomes by submitting an appeal within 2 calendar days of the decision. Appeals shall be reviewed and responded to within 72 business hours. All escalated return disputes shall be resolved within 7 business days. Delays due to courier or payment provider investigations will be communicated to the customer with updated expected resolution timelines.
19- Product Safety Compliance & Exclusions:
Perfumes are transport-restricted liquid goods. Returns that violate courier or aviation safety compliance instructions may be delayed or rejected, provided such handling does not conflict with Saudi consumer protection law. Heat exposure during customer-initiated return transit is not classified as shipping or manufacturing damage unless supported by an official courier incident or mishandling report.
20- Allergy & Misuse Disclaimer:
Product misuse, improper storage, exposure to extreme heat or sunlight, or allergic reactions are not automatically classified as manufacturing defects. A defect must be directly linked to production or delivery handling and verified through inspection or courier documentation.
21- Seasonal Processing Exceptions:
During peak commercial periods including Ramadan, Eid, national holidays, and seasonal sales events, processing timelines may be extended due to high volume. In such cases, KATHEEB will issue customer notifications and may provide proof of refund initiation upon request.
22- Support Service Level Commitments:
· Support acknowledgment: within 48 business hours.
· Return inspection: 5–7 business days.
· Refund or exchange fulfillment after approval: up to 14 business days.
· Dispute resolution: 7 business days.
· Return request status updates will be shared at each major milestone (approval → label issued → received → inspection result → refund/exchange initiated).
23- Brand Commitment:
KATHEEB is committed to ensuring a transparent, secure, and fair online shopping experience that aligns with commercial standards and consumer protection laws of the Kingdom of Saudi Arabia.
