سياسة الاسترداد
ASALA COSMETICS — Refund & Return Policy
Last Updated: August 2026
At ASALA COSMETICS, we want you to feel confident when shopping with us. We carefully select our beauty and skincare products and work with trusted fulfillment partners to deliver your order safely and efficiently.
Please read the following policy before placing your order.
1. Returns
Because our products include cosmetics, skincare and personal-care items, products that have been opened, used, tested, or tampered with generally cannot be returned for hygiene and safety reasons, except where the product is defective, damaged, incorrect, counterfeit, or otherwise subject to a mandatory consumer remedy.
Where a return is permitted, the product must generally be:
- Unused and unopened.
- In its original packaging.
- In resalable condition.
- Accompanied by the order number or proof of purchase.
- Returned with all original accessories, labels and included items.
We reserve the right to inspect returned products before approving a refund.
Important
Please do not open or use a cosmetic product if you believe you have received the wrong item or a damaged product. Contact us first so we can arrange the appropriate solution.
2. Damaged Products
If your order arrives damaged, please contact us within 48 hours of delivery.
Please send:
- Your order number.
- Clear photographs of the package.
- Clear photographs of the damaged product.
- A short description of the problem.
- Video evidence where reasonably necessary, particularly for damaged packaging or leakage.
If the item is confirmed to have been damaged during fulfillment or delivery, we will work with our fulfillment partner to arrange an appropriate replacement or refund, subject to availability and applicable consumer rights.
3. Incorrect or Missing Product
If you receive an item different from what you ordered, or an item is missing from your order, contact us as soon as possible.
After verification, we may provide:
- A replacement of the correct product; or
- A refund for the affected item.
We will cover reasonable return arrangements where the error was caused by ASALA COSMETICS or our fulfillment process.
4. Defective Products
If a product is defective or does not conform to the product description, please contact us with your order details and supporting photographs or video.
We will review the issue and, where applicable, arrange a replacement or refund in accordance with applicable consumer-protection requirements.
5. Change of Mind
For eligible products, an unused and unopened item may be eligible for return in accordance with applicable Saudi consumer-protection requirements.
However, due to hygiene and safety considerations, opened or used cosmetics, skincare and personal-care products may not be eligible for return simply because the customer has changed their mind, where applicable law permits this exclusion.
If you are unsure whether your item qualifies, please contact us before returning it.
6. Refunds
Once a return or refund has been approved, we will initiate the refund according to the applicable payment method and fulfillment process.
For prepaid orders, refunds will normally be made through the original payment method where technically possible.
For Cash on Delivery (COD) orders, we may request the customer's appropriate bank/payment details to process the refund.
The time required for the refunded amount to appear in your account may depend on the payment provider or bank.
Where Saudi law requires a refund within a particular period, ASALA COSMETICS will comply with the applicable requirement.
7. Return Shipping Costs
If the return is required because:
- The product was defective;
- The product arrived damaged;
- We sent the wrong product; or
- There was an error attributable to ASALA COSMETICS or our fulfillment process,
we will arrange the appropriate return/replacement solution.
For an eligible return based solely on customer preference or change of mind, the customer may be responsible for applicable return shipping costs, where permitted by applicable law.
8. Products That Cannot Normally Be Returned
For hygiene and safety reasons, the following generally cannot be returned after opening or use:
- Face serums
- Creams
- Lotions
- Hair-care products
- Makeup
- Beauty treatments
- Personal-care products
- Other sealed cosmetic products
This does not limit any mandatory rights you may have if a product is defective, damaged, incorrect, counterfeit, or otherwise covered by applicable consumer-protection law.
9. Order Cancellation
If you need to cancel an order, please contact us as soon as possible after placing the order.
We will try to cancel the order before it is processed or dispatched.
Once an order has been dispatched or delivered to the fulfillment/shipping process, cancellation may no longer be possible and the applicable return procedure may apply.
Where applicable Saudi consumer law provides a cancellation or refund right, those rights will apply.
10. Delivery Delays
We work with our fulfillment and delivery partners to provide the estimated delivery period shown at checkout.
If an order is significantly delayed beyond the applicable delivery period, please contact us so that we can investigate the shipment.
Your statutory rights regarding delayed delivery remain unaffected.
11. How to Request a Return or Refund
Please contact us through:
Email: [YOUR CUSTOMER SERVICE EMAIL]
WhatsApp: [YOUR WHATSAPP NUMBER]
Include:
Order Number:
Customer Name:
Product:
Reason for Request:
Photos/Video: where applicable
Our customer-support team will review your request and provide the next steps.
12. Refund Approval
A refund or replacement will only be processed after the relevant case has been reviewed.
We may request photographs, videos, packaging information, delivery information or other reasonable evidence to verify a damaged, defective, incorrect or missing product.
We do not use this verification process to restrict any rights that consumers have under applicable law.
13. Consumer Rights
Nothing in this policy is intended to remove, restrict or replace any mandatory rights available to consumers under the applicable laws and regulations of the Kingdom of Saudi Arabia.
Where applicable Saudi consumer-protection or e-commerce regulations provide a consumer with a right to cancel, return, replace or obtain a refund, those legal rights will prevail over any conflicting provision of this policy.
Contact ASALA COSMETICS
ASALA COSMETICS
Saudi Arabia Market
Email: [your email]
WhatsApp: [your WhatsApp]
Customer Support: [your support hours]