سياسة الاستبدال والاسترجاع
Return & Exchange Policy
Daylam Store — Abdulrahman Aba Alhassan Trading Company Limited
Updated Edition 2025 | Compliant with Saudi E-Commerce Regulations
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First: General Introduction
Dear Customer, thank you for choosing Daylam Store. We are committed to providing an exceptional shopping experience and ensuring the rights of all parties in accordance with the E-Commerce System and the Consumer Protection Law applicable in the Kingdom of Saudi Arabia.
This policy is the official reference governing all exchange, return, and cancellation processes for orders placed through Daylam Store's online platform.
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Second: Order Cancellation
1. Cancellation Before Shipment
- The customer is entitled to cancel their order in full before the order status is changed to "Being Shipped" or "Out for Delivery," with no conditions or fees.
- The full amount paid will be refunded via the original payment method.
- The customer must complete the cancellation form provided by the customer service team via WhatsApp or email.
2. Cancellation Due to Shipping Delay
If shipment of the order is delayed by more than 21 days from the scheduled date, the customer is entitled to cancel the order and receive a full refund with no deductions — unless the delay was caused by incorrect delivery information provided by the customer.
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Third: Exchange & Return Policy
1. Time Frame
The customer may request an exchange or return within 7 days from the actual date of receiving the product, provided the product is unused and in its original condition.
Important Notice: The 7-day period is calculated from the actual shipment date of the product, not from the invoice issue date.
2. How to Submit a Request
Requests must be submitted through the store's official communication channels, along with the following:
- Clear photos of the product from all sides.
- A completed exchange/return form provided by the customer service team.
3. Conditions for Acceptance
1. The product must be in its original condition, unused, and in its sealed original packaging.
2. All accessories, attachments, and additional components must be returned in full with no missing items.
3. The product must pass inspection by the store's team to confirm it meets the return conditions.
4. The customer bears the cost of return shipping for commercial returns (change of mind), unless the reason is a store error or a proven manufacturing defect.
5. The store bears the full shipping cost if there is a manufacturing defect or a discrepancy in the delivered product's specifications.
6. The store reserves the right to decline receipt of products that were damaged due to improper packaging or handling during return shipping by the customer.
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Fourth: Receiving a Damaged or Non-Conforming Product
If a product is received in a damaged condition or does not match the specifications stated on the product page, the customer is entitled to a full refund including shipping fees, or a replacement product at the customer's choice — with no additional conditions.
- Please contact customer service within 48 hours of receiving the product.
- Clear photos of the damage must be provided to expedite the process.
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Fifth: Refund Timeline
The refund will be processed within 7–21 business days from the date the return request is approved, via the original payment method used at checkout.
- Credit/Debit Card (Mada): Refunded to the same card.
- Bank Transfer: Refunded to the registered bank account.
- Apple Pay / STC Bank: Refunded via the same payment method.
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Sixth: Non-Returnable & Non-Exchangeable Products
A. Product Nature Exceptions:
- Iron and plastic mesh (all types) — cut and customized to specific measurements.
- Shade sails — difficult to return once opened.
- Animal enclosures (Maharker) — susceptible to damage after use.
- Iron sheets — prepared per customer order.
- Barrels (all types) — logistically difficult to return.
- Silicone and silicone-based products — cannot be resealed after opening.
- Liquids (all types) — susceptible to damage or contamination after opening.
B. Regulatory Exceptions:
- Products damaged due to misuse, improper installation, or improper storage by the customer.
- Products whose serial numbers do not match the purchase invoice.
- Products manufactured or customized specifically per the customer's request.
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Seventh: Contact Channels
- WhatsApp: Direct contact with our customer service team.
- Email: [email protected]
- Website: www.daylamstore.com
- Working Hours: Sunday – Thursday, 9:00 AM – 6:00 PM
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Eighth: General Provisions
- This policy is governed by the E-Commerce System and the Consumer Protection Law of the Kingdom of Saudi Arabia.
- The store reserves the right to update this policy periodically. The version published on the website at the time of purchase shall apply.
- In the event of any dispute, the judicial and commercial authorities of the Kingdom of Saudi Arabia shall have jurisdiction.
- Displaying the statement "No returns or exchanges" is prohibited in accordance with the directives of the Saudi Ministry of Commerce.
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Daylam Store | VAT Number: 311353752200003
www.daylamstore.com | [email protected]