سياسة الاستبدال والاسترجاع

The replacement and return policy at Forlina Store First: The geographical scope • Inside Saudi Arabia: Replacement and return are available. • Outside Saudi Arabia: Replacement or return are not allowed. Second: Duration and fees Return service - within 24 hours of receipt (fee - 50 SAR) Replacement service - within 2-3 days of receiving the order (fee - 35 SAR) • Immediate Jeddah and Mecca orders: When the order is delivered by Fawry courier, the customer has the right to try the product for 15 minutes while the courier waits, and to replace or return it at the same moment only. If the product's safety is confirmed to the courier and the courier leaves, a return request will not be accepted later. Conditions for accepting return/replacement • The original paper invoice is a basic requirement. • The product must be in its original condition, unused, and undamaged. • The "Forlina" tag must not be removed from the product. • Adherence to the specified period for both (replacement and return). Replacement policy – Forlina Store • Replacement requests are allowed within 1 to 3 days from the date of receiving the order, provided the product is intact, in its original condition, and unused. • Replacement fee - the customer bears a shipping fee of 35 SAR. • Replacement is only once, and no further replacement or return is accepted afterward. • Delay in shipping the replaced product results in the cancellation of the replacement and the customer must pay for the new dress. • The product must be shipped to SMSA or Aramex using the shipping label on the same day of the replacement request or within 48 hours. Non-compliance will result in the request being rejected permanently. Cases where return or replacement are not accepted • Evening dresses or any product with a price above 600 (because they are custom-made and expensive, and cannot be returned, only exchanged for another product of the same or higher price). • Using the product. • More than 24 hours passing after receiving the product (return not accepted). • Passing the specified period for replacement. • Product damage or missing invoice. • Using discount codes, promotional offers, or cashback orders. • Discounted orders or cash on delivery. • When ordering 3 or more products, full return of all items is not allowed; only a maximum of 2 products can be returned. Return process • After the customer requests, a shipping label is sent. • The shipment must be delivered to the nearest branch (SMSA or Aramex) on the same day or within 24 to 48 hours. • The validity period of the shipping label: 3 days. • Failure to deliver on time = order rejection and no return or replacement will be accepted afterward. Customer refund process • Refunds are processed within 7-14 days of receiving the product. • Refunds are made to the same payment method. • If the amount is transferred to another account, it must be for a first-degree relative only. Order cancellation • Cancellation is allowed if the order has not been processed yet. • If the order has been processed and a shipping label issued, delivery charges will be deducted from the refunded amount. • If delivery is delayed more than 15 days, the customer has the right to cancel and get a full refund. Important note!! Shipping fees paid at the time of order are non-refundable and are not included in the return or replacement policy. If the order used a code or free delivery offers, and then the customer requests a return, the delivery fee will be deducted and will not be considered free. Store contact • Unified number (WhatsApp): 0564390771 • Email: [email protected]