Return and cancellation policy

Return and Cancellation Policy for Alttanin

1-Return Terms and Conditions

You can return purchases within 7 days from the date of receiving your order, subject to the following conditions:

• Replacement: We do not offer product replacements; returns only.

• Condition of the returned product: The returned product must be in its original condition at the time of purchase, unused, and packaged in its original packaging with all accessories included.

• Return Refusal: Returns of shipments or products that are not in their original condition will not be accepted. Any product received opened or with its outer packaging removed will be considered damaged, and we cannot reship the opened item to the customer as it will be destroyed.

Cases in which a return will not be accepted:

• When a return request is made after the specified period of 7 days from the date of receiving the order.

• If the product has been used or opened, is damaged, or is not in the same condition as when you received it.

• If the product box or packaging is damaged.

2. Return Shipping Costs and Conditions

A. Fees borne by the customer (for reasons other than defects):

• Return fee: 25 SAR.

• Shipping cost: The basic shipping fee and return fee will be deducted from the value of the returned products.

  • Example:
    Returned products value = 450 SAR
    Basic shipping fee = 25 SAR
    Return fee = 25 SAR
    Refund amount to the customer = 400 SAR 

B. Costs covered by Alttanin (in case of defects):

• Alttanin covers all return costs in the case of receiving a damaged product or a product that is defective or not as described (provided the product is in its original condition).

C. Cases Where the Store Does Not Bear the Costs (Important Notes):

• If the delivered product differs from the displayed image due to changes made by the manufacturer, the store will not bear any return costs.

  
  

  
  
  
  

• Colors may vary for products where the color is selected at random. In such cases, the store will not bear any return costs.

  
  

  
  
  
  

D. Reporting a Defect:

• Reporting a defect must be done within 24 hours of receiving the product and requires sending a photo of the product and the outer shipment box.

3. Return Request Process and Refund Handling

• Riyadh Returns: A courier from the shipping company will contact you to collect the returned item.
  
  

• Returns Outside Riyadh: A customer service representative will contact you to arrange the shipping company and the return delivery method.
  
  

4. Cancellation Policy and Payment Fees

A. Cancellation After Order Placement:

• If the customer decides to cancel the order after it has been placed, the customer will bear the payment processing fees according to the chosen payment method.
  
  

• If a shipping waybill has been issued, the processing fee of SAR 22 will be deducted from the paid amount.
  
  

• If the order has been shipped and received by the courier, the shipping fee (SAR 22) and the return fee (SAR 20) will be deducted.
  
  

B. Cancellation of a Shipped Order or Non-Receipt:

• In case of cancellation or non-receipt of a shipped order, the shipping and return costs stated in the preceding section, plus applicable payment method fees; no additional shipping or return charge is added for the same case will be deducted from the order amount before issuing the refund.
  
  

C. Electronic Payment Fees Deducted on Cancellation/Return:

• Credit Card Payments (Mada, Visa, Mastercard): A fee of 2.5% will be deducted from the canceled or refunded order amount.
  
  

• Tabby and Tamara Fees: A fee of 7% will be deducted from the total canceled or refunded amount.
  
  

D. Refund Procedure According to Payment Method:

• Electronic Payment (Mada, Visa, Mastercard): Refunds to the same card used for the purchase may take up to 14 business days.
  
  

• Cash on Delivery or Bank Transfer: A store credit (coupon) will be issued upon return. (Cash on delivery fees will not be refunded for orders outside Riyadh).
  
  

• Payment via Installment Companies (Tabby and Tamara): The purchase amount will be refunded through them within 14 business days from the date the product is received at our warehouse. The customer must follow up on the return process through their account with Tabby or Tamara.
  
  

5. Failed Deliveries (Customer Responsibility)

• Entering the address and contact number correctly is the customer’s responsibility. In case of any error that results in the shipment being canceled or returned, the fees will apply according to the return and cancellation policy without exception.
  
  

The unused and sealed condition applies to change-of-mind returns. It does not prevent review of an item received damaged or not as described. Alttanin covers return costs arising from a confirmed product defect or store error. Contact info@alttanin.sa for assistance.