Refund policy

Return and Refund Policy | سياسة الاسترجاع والاسترداد

 

At NUKHBA, customer satisfaction and trust are our top priorities. In accordance with the e-commerce regulations in the Kingdom of Saudi Arabia, we aim to make your shopping experience smooth and transparent. If you are not completely satisfied with your purchase, we are here to help.

1. Return Timeframe & Eligibility (مهلة وشروط الاسترجاع)

  • Return Timeframe: You may request a return or exchange within , 7 or 14 days from the date of receiving your order.

  • Condition of Items: To be eligible for a return, your item must be:

    • Unused, unworn, and in the exact same condition that you received it.

    • In its original packaging with all original tags, manuals, and accessories intact.

    • Accompanied by the original invoice, order confirmation email, or receipt.

2. Non-Returnable Items (المنتجات غير القابلة للاسترجاع)

For health, hygiene, and safety reasons under Saudi commercial standards, the following items cannot be returned or exchanged once opened or used:

  • Beauty & Personal Care: Cosmetics, skincare products, opened personal hygiene items, and fragrance products with broken seals.

  • Final Sale / Promotional Items: Clearanced or promotional items marked as "Non-Returnable."

  • Customized Products: Items personalized or custom-made upon request.

3. Damaged, Defective, or Incorrect Products (المنتجات التالفة أو الخاطئة)

We inspect every order before shipping, but if you receive a damaged, defective, or incorrect product:

  • Please notify us within  48 hours of delivery by emailing us at Javeriashakoor@gmail.com

  • Upon verification, we will arrange a free replacement or full refund (including any shipping fees incurred). You will not be charged any return shipping fees for damaged or wrong items sent by us.

4. Return Shipping Costs (تكاليف شحن الاسترجاع)

  • Defective or Wrong Items: Return shipping is 100% Free—we will cover all delivery charges.

  • Customer Preference / Change of Mind: If you wish to return an item simply because you changed your mind, you will be responsible for the return courier shipping costs (or a deduction of [RETURN FEE, 25 SAR] from your total refund). Any original Cash on Delivery (COD) fees are non-refundable.

5. Refund Process & Timing (طريقة ومدة استرداد الأموال)

Once your returned package is received and inspected at our warehouse:

  • We will notify you via email/SMS regarding the approval or rejection of your refund.

  • Approved Refunds:

    • Card / Apple Pay / Electronic Payments: Refunded directly back to your original payment card within [REFUND PROCESSING TIME, 5–10] business days (processing time may vary depending on your Saudi bank).

    • Cash on Delivery (COD): Refunds for COD orders will be credited as Store Credit / Discount Code for your next purchase, or transferred to your Saudi bank account via IBAN.

6. Exchanges (الاستبدال)

  • If you wish to exchange an item for a different color, size, or variation, please contact us at email

  • Exchanges are subject to item availability and must meet our general return eligibility criteria. Courier exchange fees may apply for standard preference-based exchanges.

7. How to Initiate a Return (كيفية تقديم طلب الاسترجاع)

  1. Email our support team at Javeriashakoor@gmail.com

  2. Provide your Order Number, the name of the item(s) you wish to return, and the reason for the return.

  3. Our team will issue a return approval along with a courier pickup shipping label or drop-off instructions.