Return and Exchange Policy
If you wish to return or exchange the product, please contact the return and exchange team in customer service via WhatsApp: 0565410164 (click here for direct chat) from Saturday to Thursday from 9 AM to 5 PM, taking into account the following return and exchange conditions:
In case the product is damaged or contains a manufacturing defect or error in the product:
The customer of Al-Mousa for Lighting has the right to return or exchange the product if it contains a manufacturing defect, damage, or error in the product "free of shipping charges" and it is shipped to the nearest branch of the shipping company that delivered the order by printing a waybill sent to you by the store's customer service, provided that the product is in its original condition within no more than 4 days from the date of receipt, with appropriate packaging.
After receiving the product in its original condition, you have the right to choose one of the following options:
- Refund the product value via bank transfer, which takes 5 working days.
- Exchange the product for another product of the same value.
In case of wishing to exchange or return without a manufacturing defect or damage:
After purchasing the product and wanting to exchange or return it, you are entitled to do so provided that the product is in its original condition and within no more than 7 days for a return and 14 days for an exchange from the date of receipt.
It is shipped to the nearest branch of the shipping company that delivered the order by printing a waybill sent to you by the store's customer service, and it is sent to the shipping company at the "customer’s expense" with proper packaging.
After receiving the product in its original condition, you can choose one of the following options:
- Refund the product value via bank transfer, which takes 5 working days.
- Exchange the product for another product of the same value.
In case of receiving a damaged or broken product:
If you receive a product with damage or breakage, please contact customer service within 48 hours of receipt, explaining the condition.
After this period, we will not be able to accept any return or exchange requests related to this type of problem.
Money Refund Policy
- In case of return due to a manufacturing defect, incorrect product, or damage during shipping:
The customer bears no shipping charges.
- For returns for other reasons (dislike of the product):
The customer bears the shipping cost (25 SAR) and the basic shipping fees for the order, plus a 6% operational fee of the order value + 6 SAR.
The following items are excluded from the return or exchange policy:
- Products that are not in their original condition.
- For samples displayed in our showrooms, no exchange or return is accepted.
- Chandeliers, fixtures, and wall hangings that have been assembled by the buyer are not returnable.