سياسة الاستبدال والاسترجاع

Return and Exchange Policy — Sezan Store At Sezan Store, our goal is for your shopping experience to be clear and safe, and for the products to reach you as displayed in the store. Therefore, we have clarified the return and exchange policy in a question and answer format to facilitate understanding of your rights and the handling of orders. Q: Can I return or exchange the product after purchase? A: Yes, the customer has the right to request a return or exchange if the product is damaged or contains a manufacturing defect, within a maximum of 3 days from the date of purchase or receipt, depending on the case and according to the order data or shipping company. Q: What should I do if the product arrives damaged or not in good condition? A: Please contact us directly via the WhatsApp number provided in the store, providing us with: Order number Clear photos of the product Photos of the external and internal packaging A brief description of the problem This is to enable us to review the case and take the appropriate action. Q: What is the allowed period to report a damaged or defective product? A: The return or exchange request must be submitted within no more than 3 days from the date of purchase or receipt. After this period, the request may not be accepted unless a clear reason is provided and approved by the store management based on the case. Q: Do I bear the shipping costs when returning? A: If the product is damaged or contains a manufacturing defect and this is confirmed after review, Sezan Store bears the shipping costs. If the product is in good condition and the return request is due to the customer’s wish, the shipping costs are borne by the customer according to the shipping company’s available charges, and these are deducted from the refunded amount. Q: Can I return a non-damaged, intact product? A: The request to return an intact product can be reviewed if: It is in its original condition Not used Not damaged due to misuse In its original packaging Attached with the order number or proof of purchase And the shipping costs in this case are on the customer. Acceptance of the request is subject to the store’s review and confirmation of the product’s condition upon arrival. Q: What are the conditions for accepting a product upon return or exchange? To accept a return or exchange request, the product must: Be in its original condition as received Not used or damaged due to misuse Be accompanied by full packaging and accessories if available Be attached with the order number or proof of purchase Be documented with clear photos if the reason is damage or a defect Q: How do I request an exchange instead of a return? You can request an exchange by contacting us on WhatsApp. The case will be reviewed, and the availability of the replacement product will be confirmed. If the request is approved, the method of returning the product and sending the replacement to the customer will be explained. Q: How long does the return or exchange process take? At Sezan Store, we work to process return and exchange requests as quickly as possible. The process may take up to 7 working days from the date of receiving and inspecting the returned product. Q: When is the refund issued after the return is accepted? The refund is issued after: The product arrives at Sezan Store The product is inspected by the specialized team It is confirmed to meet the return conditions The return request is approved After approval, the amount is transferred to the customer or refunded according to the available and approved payment method in the store. Q: Is the full amount refunded in case of a damaged product? Yes, if it is proven that the product is damaged or contains a manufacturing defect, Sezan Store is responsible for processing. In this case, either: The product is replaced Or the due amount is paid to the customer With the store bearing the shipping costs associated with the order. Q: Can a return or exchange request be rejected? Yes, a return or exchange request may be rejected in the following cases: If the product has been used If the product was damaged due to customer misuse If the request was submitted after the specified period If proof of purchase or order number is not attached If there is no clear evidence of damage or a manufacturing defect Q: How can I contact Sezan Store regarding returns or exchanges? You can contact us through the following channels: WhatsApp / Phone: 966598704164 Email: [email protected] We look forward to serving you and assisting with your requests to ensure a clear and trustworthy shopping experience.