Return & Refund Policy (KSA – المملكة العربية السعودية)

At Aexis Store, we strive to provide high-quality products and a smooth shopping experience. If you are not fully satisfied with your purchase, we are here to help. This Return & Refund Policy is designed in accordance with Saudi Arabia’s Consumer Protection Laws.

1. Eligibility for Returns

Customers in the Kingdom of Saudi Arabia may request a return under the following conditions:

• The request is made within 7 days of receiving the product.
• The product must be unused, in its original packaging, and in resellable condition.
  
• All accessories, manuals, and free items included with the purchase must also be returned.
• Proof of purchase (order number, invoice, payment receipt) is required.

Non-returnable items include:

• Personal care products (for hygiene/safety reasons)
• Opened or used beauty or skincare items
• Intimate wear or undergarment.
• Custom-made or personalized items
• Any item showing signs of use, damage, or tampering

2. Damaged, Defective, or Wrong Items

If you received a damaged, defective, or incorrect item, please notify us within 48 hours of delivery.

We will require:

• Clear photos or videos of the delivered product
• Packaging photos (including shipping label)

After verification, we will arrange for:

• A replacement, OR
• A full refund (including shipping charges)

3. Return Shipping

• If the return is due to our error (wrong item, damaged, defective), return shipping is free.
• For general returns (change of mind, wrong size ordered, etc.), the customer is responsible for the return shipping cost.

4. Refund Process

Once we receive and inspect the returned item, we will:

• Approve or decline the refund
• Notify you via email or WhatsApp

Refund Timeframe:

• Refunds will be issued within 7–14 business days after approval.
• Refunds are processed through the original payment method (card, Apple Pay, STC Pay, bank transfer, etc.).
• Shipping fees are non-refundable (unless the product was defective or incorrect).

5. Order Cancellation

Customers may cancel an order before it is shipped.
Once shipped, cancellation is not possible — you may request a return after receiving the item.

6. Exchange Policy

We offer exchanges only for:

• Defective items
• Wrong products delivered
• Products damaged during transit

General exchanges for color or size depend on stock availability.

7. How to Request a Return or Refund

Please contact us through:

• Email: aexisstore@gmail.com
• Store Website Contact Form

Provide the following:

• Full name
• Order number
• Reason for return
• Photos/videos if the item is defective

Our team will guide you through the next steps.

8. Compliance with KSA Regulations

This policy follows the guidelines of:

• Saudi Consumer Protection Law
• E-Commerce Law by the Ministry of Commerce (MOC)
• Rights of Online Shoppers in KSA