Return Policy

Return and exchange policy

According to the trade and consumer protection laws in the Kingdom of Saudi Arabia

At Sultan Al Asal, we always strive to ensure your complete satisfaction with every product you order. In the event that the product does not meet the specifications or arrives in an imperfect condition, we are happy to serve you in accordance with the return and exchange policy that complies with the regulations and laws of trade and consumer protection issued by the Ministry of Commerce in the Kingdom of Saudi Arabia.

Return and exchange procedures:

You have the right to request a return or exchange of the product within 7 days of receiving the order, in the following cases:

• I received a product that is different from the one I ordered.
• The product received does not match the description displayed in the store.
• Arrival of a damaged or broken product due to shipping.
• There is a clear defect or flaw in the product's quality.

In these cases only, an exchange or return will be made and the full price of the product plus the shipping cost paid at the time of purchase will be refunded.

Terms and Conditions for Accepting Returns and Exchanges

To ensure your request is processed quickly and smoothly, please make sure the following conditions are met:

• The product must be in its original packaging without any damage or defects.
• The product should be in its full, natural, and original weight without excessive use in consuming the product.
• The order must be placed within 7 days of the date of receipt.
• Provide proof of purchase: customer name, order number, or invoice.
• Return all products in the order, including any free gifts included (if applicable).
• Choose the refund method that suits you (bank transfer, card refund, or store credit).

Cases of refusal of return and exchange

Returns or exchanges will not be accepted in the following cases:

• Packages that have been opened and the product used from them (cannot be returned).
• More than 7 days have passed since the order was received.
• The product was found to be free of the defects mentioned in the return request after inspection.
• All products and gifts included with the order cannot be returned.
• The order was not returned in its original condition and there was damage or a defect in it resulting from use.
• The order was not returned in its original packaging or it was damaged.

If the return or exchange is refused after inspection, the product will be returned to you at the address we have provided, and you have no right to claim the price or shipping costs.

Steps to submit a return or exchange request

First step: Contact customer service within 7 days of receiving the order on the number 0551132436, either via WhatsApp or direct call.

In case of receiving a damaged product: Please contact us within 24 hours of receipt, attaching photos showing the condition of the product.

Step two: The customer service team will review your request and confirm acceptance.

Step 3: We will arrange a pickup time from your address. There will be two pickup attempts on different days—if we are unable to pick up the product within either of these attempts, the return request will be automatically canceled.

Step four: After receiving the product, it will be inspected by the specialized team within a maximum of 3 working days.

Step five: The customer is contacted and a method for a full refund is determined.

Tracking the status of returns and exchanges

We will keep you updated on the status of your return request via:

• Short text messages (SMS)
• WhatsApp messages
• Direct contact

For any further inquiries, please feel free to contact us on 0551132436 — we are happy to serve you.

Your rights as a consumer

Sultan Al-Asal's return and exchange policy complies with the Trade and Consumer Protection Law issued by the Ministry of Commerce in the Kingdom of Saudi Arabia. Your rights are always protected.