سياسة الإستبدال والاسترجاع
In Olio online | Your smart deals, we are committed to providing the best "smart deals" for our customers with their right to exchange and return according to this policy and the standards approved in the Kingdom of Saudi Arabia.
First: Products that cannot be exchanged or returned at all:
To ensure the safety of our customers and guarantee product quality, the following products cannot be exchanged or returned after receipt from the shipping company, except in the case of a clear manufacturing defect or receiving a wrong product different from your order:
1. Skincare products and perfumes: if the original packaging or seal has been opened or the product used, due to reasons related to personal hygiene and health.
2. Underwear and shoes used outside the home: for health reasons.
3. Digital products or software (if any): once activated or downloaded.
4. Electronics, mobiles, and tablets: if their original seal has been broken or used in a way that loses their new condition. (In case of a manufacturing defect, the manufacturer's warranty applies).
Second: Products eligible for exchange and return under conditions:
Other products (such as fashion and apparel, seasonal and celebratory supplies, home and kitchen, and small electronic devices that have not been used) can be exchanged or returned within 7 days from the date of receiving the order, under the following conditions:
1. The product must be in its original condition, unused, with its original seal tightly closed and not opened.
2. Attach the original invoice.
3. All accessories and booklets accompanying the product must be present and complete.
Third: Cases of exchange and return and shipping costs:
In case of a manufacturing defect, or receipt of a damaged or wrong product:
The case must be reported within 24 hours of receiving the order via customer service channels, with attached photos showing the problem.
Olio online bears all shipping, exchange, or return costs.
The customer has the right to choose to exchange the product or get a full refund using the same payment method.
2. If the customer wishes to exchange or return (for personal reasons):
This option applies only to products that are allowed to be returned (mentioned in "Second").
The customer bears all shipping costs related to the return process.
The customer can return the product to the nearest Olio online branch free of charge.
After receiving the returned product and verifying it meets the conditions, the amount will be refunded to the customer minus the original shipping fees (if any).
Fourth: Procedures for requesting an exchange or return:
Contact customer service via [communication channels: WhatsApp, email, phone].
Provide the employee with the order number, product details, and reason for return.
A return shipping label will be provided (in cases where Olio online bears the costs) and the process of receiving the product will be coordinated.
Olio online reserves the right to refuse any exchange or return request that does not meet the above conditions.