Exchange and Return Policy

Return and Exchange Policy

Terms and Conditions for Return and Exchange:

1. The product must be in its original condition with all accessories included.

2. Return/exchange requests must be made within 7 days from the date of receiving the order, as stipulated in Article 13 of the Ministry of Commerce’s E-commerce Regulations:

“Contract cancellation during the seven days following the receipt of the product or the date of contracting the service, provided that the product or service has not been used or benefited from. In this case, the consumer bears the costs resulting from contract cancellation unless otherwise agreed upon by the contract parties.”

3. In case of any visible scratch or damage to the product, the customer must report the issue within 24 hours of receiving the order; otherwise, the damage will be considered caused by the customer.

4. Exchange is available only once per order.

5. The warranty for the replacement product is 24 hours from the time of receipt. After this period, the customer is not entitled to any further exchange or return.

6. The customer must properly package the product with all its accessories to ensure it reaches Urjwan in its original condition. Failure to do so will void the right to exchange/return the product.

7. The customer bears **all costs** related to shipping if requesting exchange/return without any defect or fault in the product or order.

8. Urjwan bears all costs in case of a defect or manufacturing fault in the product.

9. The customer must provide the required documents (photos + videos + order number) to complete the return/exchange process.

10. The customer must return only the product intended for exchange/return. In case of returning multiple products, Urjwan’s team will accept and receive only the product to be exchanged/returned and will send the remaining products back to the customer, who will bear the shipping cost.

11. Purchases paid via installment service providers must be returned through the same installment service provider.

12. Receiving the shipment from the shipping company constitutes the customer’s acknowledgment that the shipment (box) is intact, unopened, and in good condition upon delivery.

13. If the same product (color and size) is not available for exchange, the customer must choose an available color or size, or select another product of equal or higher value and pay the difference.

14. If products were purchased as part of a discounted “package,” and the customer requests to return only one product, the refund amount will be calculated proportionally based on the original price contribution of that product to the total original package price, using the following formula:

Refund Amount = (Original Product Price ÷ Total Original Prices of All Products) × Actual Package Price

15. For offers including free products (e.g., “Buy 2, get the 3rd free”) or other promotions, the total order amount will be equally distributed across all products upon return, including the free product, and no product will be counted at its individual price outside the offer.

16. If any of the above conditions are violated, Urjwan will return the shipment to the customer, and the customer will bear the shipping costs. Failure to collect the product from the shipping company will result in forfeiture of the customer’s right to the products.

Definitions:

• All costs: The costs incurred in the return/exchange process and deductions from the total amount in favor of external service providers such as shipping companies and installment service providers.
• Each shipment from Urjwan to the customer or vice versa costs SAR 20.
• Each cash-on-delivery payment costs SAR 10.
• Each payment via installment service providers costs SAR 10.

Steps to Submit a Return/Exchange Request:

1. Contact the Urjwan team via WhatsApp available at the bottom of the website. (Click here)
2. Provide the Urjwan team with high-quality, clear photos and videos proving the product’s condition, with good lighting.
3. Urjwan team will provide you with a form to write the details of the issue.
4. The submitted documents (photos + videos) will be reviewed by the specialized team to accept, reject, or request more details. (The clearer the photos and videos, the faster the request will be processed.)
5. Urjwan team will create a return shipment label and send it to the customer via WhatsApp or SMS.
6. The customer must verify the shipment label details (customer’s phone number + name + address + issue description).
7. After receiving the return label electronically, the customer must print it, prepare the products, and hand them over to the shipping company within 3 days.
8. The customer must properly package the product to ensure safe delivery to Urjwan and prevent any damage caused by poor packaging. If damage occurs due to improper packaging, the customer forfeits the right to exchange/return, and the product will be returned to the customer with the shipping cost charged to them.
9. Upon arrival of the shipment at Urjwan, the team will inspect the returned products and verify the reported issue specifically.
10. In case of a return, the refund will be transferred to AlAhli Bank, AlRajhi Bank, or through the installment service provider if the order was paid via installments.

If the customer fails to meet the return/exchange conditions:

• For exchange: The customer will be charged all costs, payable upon receiving the replacement product, which may be the same or a new product depending on the case.
• For return: The customer will be charged all costs, which will be deducted from the refund amount.
• If the defect is confirmed, Urjwan will bear all costs, and the shipment will be delivered to the customer with zero charge.

General Notes:

1. Shipping fees will be deducted from orders that are not received or returned, even if the customer had free shipping or other shipping discounts. Free shipping and other discounts apply only if the customer receives the order. In case of return, shipping cost will be calculated at the standard rate (SAR 20).
2. The customer bears all costs if the product is incompatible with their device, provided Urjwan clarifies compatible versions.
3. If the customer wants to exchange a product for another after fulfilling all exchange conditions, the replacement product must be of equal or higher value than the original product.
4. Delivery times range from 5 to 14 days maximum, as specified in the E-commerce Regulations, provided the customer inputs accurate information. If delayed beyond this period, the shipping company bears all damages.
5. Changing the recipient’s phone number after shipping does not guarantee updating the shipping company’s records, especially if the shipment is "out for delivery." Any delay or failure in delivery due to this is the full responsibility of the customer.