Refund policy
Exchange and Return of Goods Policy
Exchange and Return Policy
Replacement or return takes place within a maximum period of 4 days from the date you receive the product if there is a manufacturing defect or non-conformity of the product, and the customer must notify us of the damage within only 24 hours of receiving the product (after this is determined by our competent department)
For exchange or return, the product must be in its original condition with the carton, unused and not installed.
If the product is unpacked or the product is installed after receiving it, no exchange or refund will be made, even if it is within the period
If damage appears to the product, we must be notified of this within a period of 24 hours from the time of receiving the product, and the product is serviced within a maximum period of 15 days from the date of scheduling an appointment for maintenance. If it is not possible to service the product, the customer has two options: either replace the product with another, which takes This procedure takes a maximum of 30 days, or if the customer does not want to exchange the product, the value of the product is transferred to a balance in the customer’s wallet or is transferred to the account according to the payment method, and in this case the shipping and installation costs are deducted
Products that are impossible to repackage and wrap in their original condition, such as accessories, etc., cannot be exchanged or returned. Mattresses, bed sheets, pillows, towels, and everything related to this matter (for health reasons) are not exchanged or returned
Products included in offers and discounts: the last item, a discount coupon was used, or the customer receives an automatic discount. Only the exchange policy applies to his order
The customer does not have the right to cancel or return the goods that are ordered specifically for the customer (special orders; pre-order - requesting details according to the customer’s desire) after 48 hours have passed from the time the order is completed
*The color of the product varies depending on the lighting in the home or when photographing. In this case, we do not accept exchange or return. By color difference, we mean if the color of the product is completely different, for example: if the requested product was red and a white color was received.
Terms of return and exchange
Exchange or return procedures are initiated after ensuring the condition of the products and that the order meets the conditions and after deducting the fees due described in this policy and according to the status of the customer’s request
Do not damage or throw away any part related to the external or internal packaging of the products. If the shipment arrives damaged at Ultra Chic warehouses, we apologize for not completing the return and replacement procedures
Request to exchange damaged or damaged parts by contacting us within 24 hours from the date of receiving the products
Ultra Chic is not responsible for replacing or repairing any damage or damage to the products after this period
If the returned product includes free gifts and will not be returned with the basic product, the value of the free gift will be deducted from the value of the returned amount and will not be counted as free
The customer's signature on the receipt notice (receipt paper) is considered an acknowledgment that he received the products in good condition and conforming to specifications
Return and exchange procedures
Submit a refund/replacement request by uploading a ticket from your account on the site, within 24 hours of receiving the order
Only one ticket must be uploaded per request
After that, the customer will be contacted by the customer service team within 4 working days to provide him with the required procedures
The replacement shipment will be sent in the event of a replacement request, and in the event of a return request, the amount will be transferred to the customer’s bank account or via credit card within approximately 10-14 working days, deducting the shipping costs
In the case of payment via installments, the transfer will be made based on the payment method. (Tabby or Tamara)
If the customer does not cooperate with us to complete the return procedures, such as if he refuses to deliver the return to the representative, or cancels the receipt date more than once, or without an excuse, this will result in canceling the return procedures completely
If the customer does not respond to us regarding his alternative choice within a period of one week from our receipt of the return, the invoice amount will automatically be added as a balance in the customer’s wallet to benefit from it later after deducting the due fees
Will I be charged a fee when making a return or will I get a full refund?
If the customer receives a damaged product (contains a manufacturing defect - does not meet specifications), the product will be returned from the customer without deducting any fees (after verifying its technical condition by the relevant department)
If the customer decides to return an intact product (correct - conforming to the specifications - meeting the conditions for return and packaging) within the period specified for the return, the return will be made and shipping costs will be deducted at a rate of 10% or 15% of the total value of the order invoice depending on the customer’s region. Even if the customer takes advantage of a free shipping offer
If the customer decides to exchange a product, the customer benefits from a free replacement without adding any shipping fees, provided that the replacement product is of the same value or higher value than the product to be replaced
If the customer does not respond to us regarding his alternative choice within a period of one week from our receipt of the return, the invoice amount will automatically be added as a balance in the customer’s wallet to benefit from it later after deducting the due fees
The condition of the returned products will be confirmed by our specialized technical department before completing the return or exchange procedures
What happens if I start the exchange procedures and then change my mind and request a return?
Once the exchange procedure begins, the customer cannot cancel it and request a return
We do not accept
If the customer contacts you after the period allowed for return or exchange, we apologize that we will not be able to complete your order according to the mentioned policy
Products that have been damaged as a result of misuse or that show signs of damage
Products that have been used, changed, installed, or assembled unless they are defective, unless our specialized team determines that there is a manufacturing defect. We reserve the right to investigate defects and will repair or replace defective products at our discretion
Personal use products (bed linens, eating utensils, bathroom products) for your safety
The customer does not have the right to cancel or return the goods that are specially ordered for the customer (special orders, pre-orders) after 48 hours have passed from the time the order is executed
If I paid for my prepaid order by credit card, how long does it take to transfer the refund amount?
If you paid using a Mada, Visa, or Apple Pay card:
- 7 working days to receive returned products
- 5 working days to conduct a quality inspection and issue a refund
Your bank may take an additional 7-14 business days to complete the transaction
The timeline for your refund will depend on when we receive your returns into our warehouse and complete our quality check. If this is after 30 days of placing your order, Prepaid will not be able to provide an automatic refund to your bank account. Instead, we will process your refund manually, you will provide the customer service representative with your bank account and it may take 14 to 28 days after the refund is initiated for the refund to appear in your account
If I paid for my order through Tabby and Tamara, how long does it take for the refund to be transferred
If you paid using Tabby or Tamara
- 7 working days to receive returned products
- 5 working days to conduct a quality inspection and issue a refund
A ticket to transfer your funds will be uploaded to your account on Tabby or Tamara, and this will take from 5 to 7 business days
After closing your order, you must contact Tabby or Tamara customer service to update the payments in your account
In case of payment upon receipt
If you paid using the cash on delivery, the amount will be returned as a credit and you can use it in your next purchase
Order cancellation policy
The customer has the right to cancel the order within 12 hours of completing the order, and the amount will be returned to the customer based on the payment method approved for the order
(if the shipment is delivered to the shipping company during this period, the shipping fees will be deducted)
after the specified period for cancellation has passed (12 hours from the order) The order will be canceled and the fees due will be deducted, equivalent to the order shipping fees, regardless of the status of your order (in preparation - shipped)
(this includes orders with free shipping, the discount is made according to the value of the order at the discretion of the relevant department)
The period for returning the amount to the customer may take 21 days Work after the cancellation request is approved, depending on the bank you are dealing with.
Reasons for canceling your order by us
We reserve the right to cancel the order by us for any of the following reasons
Due to high demand for goods - in this case a customer service representative will contact you to offer an alternative or confirm the cancellation as you wish
The payment process failed or if the payment was not completed within (24 hours)
– If the shipping company is unable to reach the customer and communicate with him through his data recorded in the invoice, the store has the right to cancel the order after a period of 7 working days.
Verbal or written abuse of any kind (including threats of abuse, retaliation, or defamation) will lead to us canceling the customer’s order and prohibiting him from dealing with us by all means.
The customer does not have the right to cancel or return the goods that are specially ordered for the customer (special orders - pre-booking orders) after 48 hours have passed from the time the order is executed.
Although we make every effort to ensure that the prices displayed on our website and information sources are correct, an error may occur. If an error occurs and your order has already been processed, then we may do the following at our discretion:
Either cancel the order (or part of it) or agree with you to return the product(s) that appeared at a price other than its actual price by mistake. The delivery will be from the original delivery address for that order within the Kingdom of Saudi Arabia, and the full amount paid will be returned to you, excluding the shipping cost.
If your order has not yet been processed, then we will notify you as soon as possible and will not process the order (or any part of it) until we confirm your agreement to purchase at the correct price, otherwise the order (or part of it) will be canceled and the full amount paid will be refunded to you
Wallet balance
When the balance is added to the wallet, it cannot be returned to the credit card or transfer. You can purchase with credit at any time
If you encounter a problem, please contact customer service
