Returns and Refund Policy

Last updated: 16 August 2026

Thank you for choosing our online store to purchase your favorite products. We are pleased to serve you. We understand that customers may sometimes change their minds about products they have purchased. We therefore do our best to make returns and exchanges as clear, simple, and smooth as possible while protecting the rights of both the store and the customer.

Please read this policy before using a product or opening its packaging, and retain the invoice, original packaging, and all accessories. Submitting a return, exchange, or warranty request constitutes agreement to the inspection procedures and conditions below, without prejudice to statutory rights that cannot be excluded.

First: General conditions and return method

• To use return, exchange, or warranty services, customers must provide the original invoice or an order number that allows the purchase to be verified.
• The periods specified in this policy begin on the date the customer receives the product.
• Customers must contact customer service and obtain return instructions before sending the product.
• Return method: Returns are made by mail through approved shipping companies. Once the request is accepted, the customer will be provided with a return shipping label. The customer must download and print the label and hand the shipment to a branch of the shipping company.
• Sending a product to the store does not constitute final acceptance of the return request, as the product is subject to inspection.
• The product must be securely packaged to protect it from damage during transit.

Second: Return and exchange periods

• Customers may request a return within seven (7) days of receiving the product.
• Customers may request an exchange within fourteen (14) days of receiving the product.
• The product must be in the same original condition as when purchased, must not have been used beyond the purpose of trying it out, and must be in its original packaging with all accessories, gifts, and cards.

Third: Products excluded from returns and exchanges

Returns and exchanges apply to products that meet the conditions, except for products that cannot be returned for health or safety reasons or because of their nature, including:

• Dietary supplements, opened personal care products and tools, underwear, swimwear, earplugs, and eyewear.
• Makeup and perfumes where the packaging has been opened or the wrapping removed.
• Wearable technology after opening the packaging or using it.
• Paddles and fins, sports bras, socks, gloves, insoles, and towels.
• Products made, modified, or specially prepared at the customer's request, and digital products and digital cards.

This exclusion does not apply to products found upon inspection to have a manufacturing defect.

Fourth: Return fees and refunded amounts

• The customer bears all shipping costs for an exchange or return where the reason is a change of mind or choosing an unsuitable product, rather than an error by the store.
• Return fee: The customer bears a fixed charge of (SAR 30) for the return shipping label, deducted from the amount paid.
• Restocking fee: No restocking fee is charged for returned products (SAR 0).
• If the order received free shipping and a full or partial return reduces its value, the original delivery charge is deducted.
• If inspection establishes that the product does not match the order or has a covered manufacturing defect, the store bears the delivery and return costs in accordance with the approved procedure.
• Processing of the refund begins within seven (7) business days from receipt and inspection of the returned product.
• Refund processing time: After inspection has been completed, the amount is refunded within no more than fourteen (14) business days, after deducting return fees.

Fifth: Cases in which returns or exchanges are not accepted

• More than seven (7) days have elapsed for a return or fourteen (14) days for an exchange.
• The product has changed from its original condition for any reason or has been used beyond the purpose of trying it out.
• The original packaging, accessories, manuals, or gifts are missing.
• There is breakage, cutting, or evidence of liquids, moisture, fire, impact, or improper storage.
• Operating instructions were not followed, unauthorized servicing was carried out, or the device malfunctioned because of an unsuitable power supply.
• The serial number or warranty label has been removed or tampered with.

Sixth: Receiving the shipment and condition of the outer carton

Receiving a shipment without noting visible issues constitutes acknowledgement that the outer carton is intact and unopened. If it is visibly open or damaged, photograph the shipment, record the issue with the delivery representative, and contact us immediately.

Seventh: Incorrect, incomplete, or damaged products

If a product does not match the order or was damaged before delivery, the store bears the costs of resolving the issue. Report it within three (3) days of receipt, provide clear photos of the carton, label, and product, and do not use the product.

Eighth: Product warranty policy

• If a manufacturing defect is established during the warranty period, the product will be repaired or replaced.
• For products with a local agent, maintenance and warranty are the responsibility of that agent. Products without a local agent have a one-year store warranty unless otherwise stated.

Ninth: Cases in which the warranty is void

The warranty is void if the device is opened, serviced without authorization, misused, exposed to liquids or breakage, stored improperly, used with incompatible accessories, or has its serial number removed.

Tenth: Estimated maintenance periods

Inspection and repair at the service center usually take up to approximately fourteen (14) business days, in addition to outbound and return shipping time.

Eleventh: The store's right to cancel an order

The store may cancel an order in the event of a technical problem, pricing error, stock shortage, inability to ship, or suspected fraud, with a full refund of the amount paid.

Twelfth: Digital services and products

• All digital services and products are subject to the terms of the relevant platforms, such as Instagram, YouTube, and others.
• No refund is available for a digital service that has been completed or whose execution has begun based on the customer's information.
• The customer is responsible for providing the correct link and account. No compensation is provided where the information is incorrect or the account is made private.

Thirteenth: Submitting a request and contacting us

To submit a return, exchange, or warranty request, provide customer service with the order number, product name, reason for the request, and clear photos through:

Email:  support@sweety1.com

WhatsApp / phone: 966550308561

Website: www.sweety1.com

Please do not send any product before obtaining approval and the approved return instructions.