Refund Policy

• Amounts paid through "Buy Now, Pay Later" service providers (e.g., Tabby, tamara) will be refunded to the same account used for the payment.
• Amounts paid through electronic payment gateways (e.g., Apple Pay, Mada, Visa,Mastercard) will be refunded by transferring the amount to the customer's card used at the time of purchase or to the bank account.
• Discounted products are excluded from the cash refund policy (please refer to the section on returning clothes to us for specific terms).
• Payment on Delivery orders amounts will be refunded as store credit to the store wallet which can be used to purchase products again on our website using the same email used before. However, the credit cannot be transferred outside the site's wallet under any circumstances.
• Amounts paid via the site's wallet will be refunded to the same wallet and cannot be refunded through any other means. If you wish to postpone a purchase or wait for a new range of products, the amount will remain available in the wallet for two years from the date of adding the refunded order value.
• The value of the wallet credit cannot be transferred from one customer account to another without verifying the user's identity and taking the necessary actions.
• If a customer pays part of their order via the wallet and the remaining amount via another payment method, the same amount will be refunded to the same sources used for payment. For example, if a customer pays 300 SAR from their wallet balance and 100 SAR via a Buy Now, Pay Later service provider, the refund will be as follows: 300 SAR back to the wallet and 100 SAR refunded via the Buy Now, Pay Later service provider. If part of the amount is paid on delivery, the entire amount will be refunded to the wallet in this case.
• Orders that are not received by the customer after three attempted contacts will have the order value refunded to the customer's wallet within 10-14 working days, deducting shipping fees and shipping tax.
• Payment on delivery service fees are non-refundable if the customer receives their order.
• Refunds will be processed within 10-14 working days from the date the products arrive at the warehouse.
• Orders canceled before being dispatched for delivery are refunded within 10-14 workingdays.
• Shipping fees and shipping tax (and customs duties for international orders) are non-refundable once the order has been dispatched.
• For international orders, customs clearance fees for the returned product (if any) will be deducted.
• For international orders where the refund is processed via bank transfer, 50 SAR will be deducted in addition to any other bank transfer-related fees (if applicable).
• For international orders, any refund amount due that is less than 500 SAR after deducting all fees (shipping, return, bank fees, and/or customs duties if  applicable) will be issued as credit inthe site wallet.
• Customs duties vary from one country to another and are applied by the customs authorities in the delivery address country. These duties are paid by the customer to the customs authorities, and we do not collect them. Therefore, we do not have specific information about the total amount of customs duties that the customer may be required to pay. Hence, it is advisable to contact the customs authorities in the delivery address country to determine the cost of customs duties before placing the order.

Return Policy:

• Requests are not accepted after more than 72 hours have passed since the time of order delivery to the customer. Returns are processed within 8-14 business days.
• No modifications, additions, or exchanges of any product can be made after the order is completed and/or delivered. However, the order can be canceled before it is shipped from our warehouses, and the amount will be refunded within 10-14 business days. The refund will be processed according to our cash refund policy.
• International products or orders cannot be returned. Customers can use any preferred shipping company to return the product, but they will be responsible for any costs associated with the international return. The company will not bear any costs for receiving the returned product.
• Refund procedures commence upon successful receipt of the customer's return order in the warehouse, deducting shipping fees if exist (and return fees for international orders).
• The amount paid at the time of order creation will be refunded, deducting the shipping fees paid upon delivery.
• If the product arrives damaged, please contact customer service within 24 hours of receiving the order. Please provide the order number and product details, along with a video and 4 clear pictures of the product (2 from the inside and 2 from outside the shipping box). We will inspect the damage within two working days and respond. If the return is approved, the order will be returned within 8-14 working days, and a replacement will be sent within a maximum of 6 working days.
• In case of a wrong product delivered by the shipping company, the order will be returned first within 8-14 working days, then the returned order will be inspected, and the correct products will be resent within a maximum of 6 working days.
• In case of loss of the order before delivery to the customer, a replacement will be sent to the customer within a maximum of 6 working days.
• Communication details are the responsibility of the customer, and we are not responsible for any products returned to our warehouse that are not related to our store or have not been delivered.

Return Conditions for Aleena Clothes:

• You have 72 hours to decide if the product is suitable for you. If you wish to return the product, please submit the request within 72 hours of receiving your order.
• For your safety, swimwear and similar items cannot be returned or exchanged, even if they are in their original condition, due to the sensitivity of these products and our commitment to maintaining hygiene standards.
• Please ensure returns are checked before shipping. We are not responsible for returning any products that do not belong to our store.
• Returned products must be in their original condition with their original packaging. We do not accept returned products that have been worn, damaged, had their product label (tag) removed, washed, or altered in any way.
• If the product arrives at the warehouse in a non-original condition or a different product is received, the return will be rejected, and it will be sent back to the customer again at the customer's expense.
• Aleena clothing products purchased at a discounted price advertised on the website (e.g., product price of 300 instead of 400) will be refunded as store credit only, regardless of the payment method.
• Free returns are available within the Kingdom of Saudi Arabia only.

Note: Original shipping fees and payment on delivery service fees are non-refundable.

Return Conditions for Aleena Silk Products:

• Silk products cannot be returned or exchanged in any way. However, if you receive a damaged or incorrect product, you have the right to request a replacement or return within 72 hours of receiving the order, provided that the returned products are in their original condition with their original packaging.
  
• Return or replacement requests for silk products must be made within 24 hours of receiving the silk products.
• Note: Silk products purchased at a discounted price are not eligible for refund or replacement under any circumstances.