Return and exchange policy:

Return and Exchange Policy
To provide our customers with the best possible service, please review and comply with the following terms:
All return and exchange requests are subject to this policy, without prejudice to the consumer’s rights under the applicable laws and regulations of the Kingdom of Saudi Arabia.

First: Return and Exchange Conditions

1- Customers may request a return or exchange within 7 days from the date of receiving the product, provided that the product has not been used and the customer has not benefited from it, in accordance with the E-Commerce Law and its applicable exceptions.
2- Return or exchange requests must be submitted by contacting us via WhatsApp: 0539800807 - +966539800807 or
email: [email protected] and providing the order number and reason for the request.
3- The product must be in its original condition and packaging and include all accessories, gifts, assembly manuals, and related packaging.
4- Products that have been used, scratched, improperly stored, incorrectly assembled, or damaged due to misuse are not eligible for return or exchange.
5- Assembled or used products, including furniture, cannot be returned if assembly or use has altered their condition or provided the customer with a benefit. This restriction does not apply if the product is defective, incorrectly supplied, or does not match its advertised description or specifications.

Second: Shipping and Return Costs

6- If a customer chooses to return or exchange a product that is in good condition for a reason unrelated to a defect or an error by the store, the customer shall bear the return or exchange shipping fee of SAR 29.
7- In the event of a partial return that reduces the value of the products retained by the customer below the minimum amount required for free shipping, the order’s eligibility for free shipping will be recalculated based on the value of the retained products. The original shipping fee displayed at checkout will be deducted from the refund, in addition to any applicable return shipping fee.
8- Free-shipping eligibility will not be recalculated, and neither the original shipping fee nor the return shipping fee will be deducted, if the return is due to:
  • A manufacturing defect or damage to the product.
  • Receipt of a product different from the one ordered.
  • The product not matching its advertised description or specifications.
  • An error by the store in preparing or fulfilling the order.
9- If the customer refuses to accept the order or delivery cannot be completed for a reason attributable to the customer, and the delivery attempts are documented by the shipping company, the actual outbound and return shipping costs will be deducted from the refund. Such deductions shall not exceed the fees disclosed to the customer on the store or at checkout.

Third: Offers and Bundles

10- A product being part of an offer or bundle does not affect the customer’s right to return a product that is defective, fraudulent, or does not match its advertised description or specifications.
11- When returning a complete bundle, all of its products, gifts, accessories, and related packaging must be returned, unless the return is due to a defect or non-conformity affecting one of its components.
12- If the customer requests to return part of a bundle or offer for a reason unrelated to a product defect or an error by the store, the prices of the products retained by the customer may be recalculated according to their individual prices applicable at the time of purchase. This is subject to the recalculation method being disclosed in the offer’s terms and not limiting the customer’s statutory rights.

Fourth: Refunds

13- Returned products will be inspected upon arrival at one of our warehouses to verify that they meet the return conditions.
14- After applying any disclosed and legally permissible deductions, the eligible refund will be issued to the original payment method used for the order.
15- The time required for the refunded amount to appear in the customer’s account may vary depending on the processing procedures and timelines of the bank or payment service provider.

Warranty

1- All electrical appliances offered by Ginza Store are covered by a two-year warranty unless a longer warranty period is stated on the product page.
2- The procedure for handling appliances during the warranty period may vary depending on the type of appliance, the customer’s location, and the location of the authorised service centre.
3- Heat-retaining products must be tested with hot water upon first use to verify their heat-retention performance before regular use.

Defective or Non-Conforming Products

Ginza shall bear all costs associated with returning or replacing a product if the request results from an error by the store, including receipt of an incorrect product, damage, a manufacturing defect, or failure to match the advertised description or specifications.
The customer must notify the store of the issue within a reasonable period after discovering it and provide the order number and clear photos or videos of the product when requested. This allows us to verify the issue and process the request efficiently without affecting the customer’s statutory rights.