Return and Exchange Policy

This policy explains the return and exchange terms of the 0point5 store, the product inspection process, and refund procedures, while preserving the customer’s statutory rights.

First: Golden Guarantee

The Golden Guarantee covers items that have not been customized with a name, number, or design at the customer’s request. A return request under this guarantee may be submitted within two days (48 hours) from the time the order is received. The period is calculated until the return request is sent through the store’s official contact channels, not until the item reaches the store.

The item must be in its original condition, unused, unwashed, and not damaged by the customer. The product tag must remain attached, and any available accessories and original packaging must be returned.

The two-day period applies to the Golden Guarantee and does not reduce the statutory right of withdrawal. The customer may request the return of a non-customized product within the seven days following receipt, provided that it has not been used and no benefit has been obtained from it, subject to the provisions and exceptions of the E-Commerce Law. The expiry of the Golden Guarantee does not waive this right.

Second: Printing and Customized Orders

Returns or exchanges due to a change of mind or dissatisfaction do not apply to items printed with a name, number, or design at the customer’s request when they match the requested specifications, because they were made specifically for that customer. This also applies to a request to change a size selected by the customer after custom printing has been completed correctly.

This exception does not apply in cases of a manufacturing defect, a printing defect, an error by the store in the name, number, design, or size, or any failure to match the agreed specifications. In such cases, the customer’s rights to a return or exchange are preserved in accordance with applicable law.

Third: Return Shipping Fees

When an undamaged item is returned because of a change of mind, the customer bears a fee of 30 for return shipping from the customer to the store. This fee is deducted from the refundable amount. The fee is charged per return shipment and is not repeated for each item in the same shipment.

If the return is caused by a product or printing defect, receipt of a damaged product, receipt of an item different from the order, or an error by the store, the store bears the shipping costs required to resolve the case, and no return shipping fee is deducted from the customer.

Fourth: Receiving, Inspecting, and Refunding the Item

A refund is processed after the item reaches the store and is inspected to verify its condition and compliance with the return requirements. The inspection distinguishes between a manufacturing or fulfillment defect and damage caused by the customer’s use, washing, or improper care. A manufacturing defect is not a reason to reject a return.

After inspection and approval of the return, the refundable amount is returned to the original payment method within no more than 14 days from receipt of the returned item, subject to any shorter period required by law. A refund is not immediate upon submission of the request, and the customer is notified when it has been issued.

If the inspection identifies a reason for rejecting the request, the customer is informed of the reason and inspection result, while preserving the right to object. A defect or non-conformity claim will not be rejected merely because the packaging was opened or the product tag was removed when this does not disprove the defect or the store’s responsibility for it.

Fifth: Exchanges for a Different Size

A non-customized item may be exchanged for a different size of the same product within 14 days from the date of receipt, subject to availability of the requested size. The item must be in its original condition, unused, unwashed, and not damaged by the customer. The product tag must remain attached, and any available accessories and original packaging must be returned.

The fee for an optional size exchange is 45 and includes collection of the item and delivery of the replacement size. This fee does not apply if the store sent a size different from the order or if the exchange is caused by a defect or an error by the store.

If the requested size is unavailable, the store will coordinate with the customer regarding a suitable alternative. Store credit will be issued only with the customer’s consent. The customer is not required to accept store credit or another size instead of a refund when a refund is due under this policy or applicable law.

Sixth: Submitting a Return or Exchange Request

Please contact the store through WhatsApp at +966554180667 or by email at [email protected]. Provide the order number, the items to be returned or exchanged, and the reason for the request. If there is a defect or error, include clear photos that help review the case.

Please coordinate with customer service to receive the return instructions and shipping label, and package the item in a way that protects it during transit. The date the request is submitted determines whether it was made within the applicable period. A delayed response from the store or a shipping delay does not affect a right that was exercised on time.

Seventh: General Provisions

The guarantee does not cover damage caused by the customer through use, washing, or improper care. The Golden Guarantee and optional exchange terms do not limit the customer’s rights concerning defects, non-conformity, or any other mandatory rights granted by law.

Updates to this policy apply to orders placed after publication and may not be used to reduce the rights attached to previous orders. If any provision conflicts with a mandatory legal requirement, that legal requirement prevails.