سياسة الاستبدال والإرجاع

First: Replacement policy Without prejudice to the provisions of the statutory warranty, the consumer has the right to replace the product provided by Flouchy Store (FLOWCHY) within seven (7) days from the date of receipt of the order, only in cases where the product is damaged or different from the requested product or expired. The consumer is not entitled to request a replacement after the specified period. The condition for replacement is that the product is in its original condition, unopened, not consumed, and not tampered with. The store has the right to inspect the product before replacement to ensure its safety. The consumer bears the shipping costs if they wish to replace without a fault from the store. In case of a manufacturing defect or an error in the order, the store bears all shipping and replacement costs. In the case of international replacement (outside Saudi Arabia), the consumer bears all shipping and return costs. Non-replaceable products The consumer is not entitled to replace products in the following cases: If the product is from perishable food items, snacks, or chips that have been opened, consumed, or tampered with. If the product was manufactured or packaged specifically at the consumer’s request according to certain specifications. If the defect resulted from poor storage or misuse of the product by the consumer. If seven days have passed from the date of receiving the order. If the product was stored improperly after receipt, affecting its quality. Second: Return policy The consumer has the right to request a return within seven (7) days from the date of receipt, only in the following cases: Receiving a damaged or different product from the order. Receiving an expired product. Having a clear manufacturing defect in the product. The product must be in its original, unopened, and unused condition, with a photo of the product and the original packaging. The store management has the right to inspect the product before accepting the return request to ensure compliance. The consumer bears the shipping costs for the return process, except if the reason for the return is due to an error from the store or damage during shipping, in which case Flouchy bears all costs. In the case of international return (outside the Kingdom), the consumer bears all shipping and return costs. Non-returnable products The consumer is not entitled to return products in the following cases: If the packaging has been opened or the product has been fully or partially consumed. If the product is from perishable food items such as chips and snacks after receipt. If the product was made to the consumer’s specific request. If the defect resulted from poor preservation or storage after delivery. If more than seven (7) days have passed from the date of receiving the product. Important notes Please contact customer service via email or WhatsApp to submit a replacement or return request with the order number and clear photos of the product. The request will be reviewed within (3–5 working days) from the date of submission, and after approval, the appropriate procedure will be implemented. In case of approval of the return, the amount will be refunded within (14 working days) from the date of receiving the product. The refund will be made using the same original payment method (Mada – credit card – Apple Pay… etc.).