Shipping and Delivery Policy – Urjwan Store
At Urjwan, we are committed to delivering your orders as quickly and efficiently as possible, while ensuring the highest quality. Below is our official shipping and delivery policy:
1. Order Processing Time
- Orders are processed within 1 business day from the date of confirmation.
- In exceptional cases, processing may take 2–3 business days, and the customer will be notified accordingly.
- If order processing exceeds 2 business days, the customer has the right to cancel the order without any charges.
- If the customer selects the "Cloud Shelf" express delivery service, they must contact the customer service team to confirm availability.
- If unavailable, the shipping company will be changed, and the shipping cost difference will be refunded to the customer.
2. Delivery Time
- Within Saudi Arabia: Delivery takes 2 to 5 business days, depending on the city and shipping method.
- Customers can track their order through their account on our website and contact the support team if any issue arises.
3. Shipping Fees
- Shipping fees are fixed according to the chosen shipping company and are clearly shown on the shipping options page before completing the order.
- Free shipping is available for orders over SAR 250 when using Aramex or SMSA.
4. Shipping Responsibility
- Urjwan Store remains responsible for the product until it is delivered to the customer—unless proven to be a case of misuse or non-receipt by the customer.
- The customer must ensure that the package is sealed and unopened upon delivery. If the package is not properly sealed, the customer should refuse to receive it and immediately contact Urjwan’s support team.
- In case the product is damaged or lost during shipping and it is verified that the shipping company is at fault, a full refund will be issued if the order was prepaid.
5. Delivery Issues
- If delivery fails due to incorrect information provided by the customer (e.g., wrong address or phone number), the customer will bear any additional shipping costs.
- If the customer refuses to receive the order without a valid reason after it has been dispatched, the shipping and return costs will be deducted from any eligible refund.
6. Communication with the Shipping Company
- The shipping company will contact the customer directly to coordinate the delivery.
- If the customer does not respond and the order remains undelivered for more than 7 days, the order will be considered canceled, and the customer must pay new shipping fees to have it resent.
7. Receiving and Inspection
- Customers are advised to inspect the product immediately upon receipt.
- In case of any issue, the customer must contact us within 24 hours of receiving the order. After this period, the order is considered received in full and in good condition.
