Return and Exchange Policy
Out of our commitment at "Isdal Line" store to provide the best service to our customers, and in compliance with the regulations and laws in force in the Kingdom of Saudi Arabia, please read the following return and exchange terms carefully:
1. Eligibility for Returns and Exchanges
Due to the nature of the products and to ensure public health, returns or exchanges are strictly unavailable, except in the following cases only:
- The product arrives damaged or with a manufacturing defect.
- The product received is completely different from the customer’s actual order.
2. Terms and Notification Timeframe
- In the event that a damaged or incorrect product arrives, the customer must notify the store within 24 hours only from the time of receiving the shipment.
- To process and verify the request, it is required to send clear photos showing the damage or error in the product via the store's approved communication channels (WhatsApp or Email).
3. Store Responsibility and Compensation
- If it is verified after review that the error was on the store's part, or that the product arrived damaged or non-compliant with the order, the store will bear full responsibility for the shipping and return costs.
- In this case, the customer has the right to choose between:
- Exchanging the product and receiving the correct item without any additional costs.
- Receiving a full refund of the amount paid back to the customer's account.
4. Right to Cancel Orders
- "Isdal Line" store reserves the right to cancel an order in certain justified cases (such as: product unavailability, or a technical error in pricing). The store is committed to notifying the customer immediately of the cancellation details via the mobile number or email registered in the order, and fully refunding any paid amounts.