Return and Refund Policy

At Masader Alkhaleej Care, we are committed to providing original products in excellent condition. Due to the nature of skincare, haircare, personal care, and cosmetic products, and for hygiene and safety reasons, returns and exchanges are subject to the following terms:

First: Accepted Return and Exchange Cases

Customers may request a return or exchange in the following cases:

1. Receiving a product different from the product ordered.

2. Receiving a damaged product during shipping.

3. A clear defect in the product before use.

4. Missing items or an incorrect quantity in the order.

The request must be submitted within 24 hours from the time of receiving the order. The customer must provide a clear photo of the product, a photo of the outer packaging, and the order number.

Second: Non-Returnable and Non-Exchangeable Cases

Returns or exchanges cannot be accepted in the following cases:

1. If the product has been opened or used.

2. If the original packaging has been removed or damaged.

3. If the product is a personal care, skincare, haircare, or cosmetic item and has been opened.

4. If the reason for return is not related to an error or defect in the product.

5. If more than 24 hours have passed since receiving the order without submitting a complaint.

Third: Damaged or Incorrect Products

If the customer receives a damaged product or a product different from the order, Masader Alkhaleej Care will review the case and process the request after verification. The solution may include replacing the product or refunding its value, depending on the case and availability.

Fourth: How to Request a Return or Exchange

To request a return or exchange, please contact us through WhatsApp or the contact channels shown on the store, and provide the following information:

1. Order number.

2. Customer name.

3. Clear photos of the product and packaging.

4. Explanation of the reason for the request.

Fifth: Processing Time

Return and exchange requests are reviewed within 1 to 3 business days from the date of receiving the complaint and the required information.

Sixth: Refunds

If the return request is approved, the refund will be processed through the original payment method used for the order. The time required for the refund to appear in the customer’s account may vary depending on the payment provider or bank.

Seventh: General Notes

Masader Alkhaleej Care reserves the right to reject any return or exchange request that does not meet the conditions stated above.

Last updated: June 03, 2026