Product Exchange and Return Policy

At Ultra Chic, we are committed to providing our customers with the best possible service. All products and purchases made through our website are subject to the following terms and conditions, in accordance with the applicable commercial laws and regulations.

1. General Return and Exchange Conditions (Ready-Made Products)

Return and Exchange Period:

Order deadline: The customer has the right to request a return or exchange of ready-made (non-custom) products within 7 days of the date of receiving the order.

Product Condition:

To qualify for a return or exchange, the product must be in its original condition, inside its original packaging and box, and must not have been opened, used, assembled, installed, or modified in any way.

Unpacking and Assembly:

If the product has been unpacked or assembled after delivery, the customer loses the right to return or exchange it, even if the request is submitted within the specified period.

Return Fees (For Products Without Defects):

If a customer wishes to return a product that is free from defects and matches the stated specifications, the following deductions will apply:

• Shipping and return costs ranging from 10% to 15% of the total invoice value, with a minimum charge of SAR 60, depending on the customer's location, even if the original order qualified for free shipping.

• An additional fee of 20% of the product value will be deducted to cover return handling and reprocessing costs.

Exchange Fees:

Products without defects may be exchanged without additional shipping fees, provided that the replacement item is of equal or higher value than the original product.

Promotional and Discounted Products:

Products purchased during promotions, sales, final-piece clearance offers, or using discount coupons are eligible for exchange only and are not eligible for returns or refunds.

Free Gifts:

If a returned order includes free gifts that are not returned in their original condition along with the main product, the value of those gifts will be deducted from the refund amount.

2. Custom-Made Products and Special Orders (Pre-Orders)

Products manufactured or modified according to specifications requested by the customer are excluded from returns and exchanges in accordance with the Implementing Regulations of the Saudi E-Commerce Law, subject to the following conditions:

Cancellation Period:

Customers may cancel custom-made or special orders within 48 hours of placing the order. Cancellations or modifications are not permitted after this period, as the order will have entered the manufacturing process.

Payment Policy for Special Orders:

Customers may pay a deposit of 30% of the total order value to begin processing and preparation. The remaining 70% must be paid before shipping and delivery.

Manufacturing Defects in Custom-Made Products:

If a manufacturing defect is identified or the delivered product does not match the agreed specifications:

1. The customer must report the defect or damage within 24 hours of receiving the product.

2. The product will be repaired within a maximum of 15 days from the date the repair appointment is scheduled.

3. If repair is not possible, the customer may choose between:

   • Replacing the product with another item within a maximum of 30 days.

   • Receiving the product value as store wallet credit or obtaining a refund after deducting shipping and installation fees.

3. Products Excluded from Returns and Exchanges (For Health and Technical Reasons)

For hygiene, public safety, and product-related reasons, the following categories are not eligible for returns or exchanges unless a verified manufacturing defect is present:

1. Personal-Use Products: Bedspreads, bedsheets, pillows, towels, bathroom accessories, and dining utensils.

2. Accessories and Small Items: Products that cannot be repackaged in their original condition.

3. Products Damaged by Other Causes: Products damaged due to misuse, improper installation, or showing signs of wear and tear.

4. Minor Color Variations: Product colors may vary slightly due to lighting or photography. Such variations are not considered manufacturing defects unless the delivered color is completely different from the ordered color (for example, receiving white instead of red).

4. Shipment Inspection and Reporting Damage or Defects

Inspection Upon Delivery:

Customers are requested to inspect the external packaging immediately upon receiving the shipment from the shipping company.

If visible damage or signs of tampering are found, the customer must photograph the package before opening it and contact us immediately.

Reporting Period:

Damaged parts or manufacturing defects must be reported within 24 hours of delivery by submitting a support ticket through the customer's account on our website.

Only one support ticket per order may be submitted.

Delivery Acknowledgment:

By signing the delivery receipt provided by the shipping company, the customer acknowledges that all products have been received in complete, undamaged condition and in accordance with the stated specifications.

The company shall not be held responsible for visible damage reported after such acknowledgment.

Claim Processing:

Our team will contact the customer within 4 business days of submitting the support ticket to provide further instructions.

Once the returned shipment reaches our warehouse, it will be inspected to verify its technical condition.

5. Order Cancellation Policy (Before Shipping)

The Store's Right to Cancel Orders:

Ultra Chic reserves the right to automatically cancel an order under the following circumstances:

1. Product Unavailability: If a product becomes unavailable due to high demand, the customer will be offered an alternative product or a refund.

2. Payment Failure: If payment is not successfully completed within 24 hours.

3. Failure to Respond: If the customer does not respond to the shipping company or cannot be reached within 7 business days.

4. Abusive Behavior: If the customer engages in verbal or written abuse or makes threats toward the customer service team. In such cases, the customer's account may also be blocked.

5. Unintentional Pricing Errors: If an incorrect price is displayed on the website, the customer will be notified, and the order may be adjusted or canceled with a full refund.

6. Refunds and Store Wallet Credit

The refund method and processing period depend on the original payment method, following verification of the returned product's condition.

Credit Cards / Mada / Apple Pay

• Receiving and inspecting the returned product takes approximately 7 to 12 business days.

• After applicable deductions, the refund will be transferred to the bank. It may take an additional 7 to 14 business days for the amount to appear in the customer's account, depending on the bank's policies.

• For orders returned more than 30 days after the order creation date, refunds will be processed manually through bank transfer. This process takes approximately 14 to 28 business days.

Buy Now, Pay Later Services (Tabby / Tamara)

• Return requests are processed within 5 to 7 business days, after which a notification is sent to the relevant payment provider.

• The customer must contact Tabby or Tamara directly to update their installment payment schedule.

Cash on Delivery

• Refunds for cash-on-delivery orders will be issued as store wallet credit in the customer's account for future purchases.

• This credit cannot be transferred to a bank account or refunded to a debit or credit card.

Store Wallet Credit

• Credit added to the customer's store wallet cannot be withdrawn as cash or refunded to a credit card.

• Wallet credit can be used for purchases at any time.

• The credit will appear in the customer's wallet after the customer's entire order shipment has been delivered.

Important Note

If the customer fails to respond regarding the selection of a replacement product or refuses to hand over the returned item to the courier within one week, the return request will be canceled, or the applicable amount will automatically be credited to the customer's store wallet after deducting any outstanding fees.