Exchange and Return Policy

Official document for exchange and return policy


At "Al Raqi Store | Traditional Jewelry," we are committed to providing the highest levels of service and the best shopping experience for our customers. To ensure the rights of both parties are protected with complete transparency and clarity, this policy serves as a binding agreement applicable to all orders without exception:

First: General provisions for replacement (within 48 hours)

The customer is entitled to submit a request to exchange products from Al Raqi store in accordance with the following strict conditions:

  1. Timeframe: Replacement requests are accepted only within 48 hours of the time the documented order is received by the shipping company.
  2. Financial fees: The customer bears the exchange service fee of 60 Saudi Riyals , noting that the original shipping fees for receipt are non-refundable.
  3. One-time exchange: The customer is entitled to only one exchange per order. Once the exchange is completed, the customer forfeits their right to request a refund or further exchange.
  4. Gift and Promotion Policy: Your order and any accompanying gifts or free items are considered a single, indivisible package. For exchanges, all gifts must be returned in their original condition.
  5. Cash on delivery fees: If the original order was under the (cash on delivery) system, an additional fee of 20 Saudi Riyals will be charged, which will be deducted when settling the exchange.

Second: General rules for returns (within 12 hours)

Due to the delicate and nature of traditional jewelry, the final return process is subject to the following controls:

  1. Timeframe: Return requests are accepted only within 12 hours of the shipping company receiving the documented order. Any request submitted after this time will be automatically rejected.
  2. Financial fees: The customer bears the return service fee of 65 Saudi Riyals , which will be deducted from the value of the refunded amounts, noting that the original shipping fees are non-refundable.
  3. Gift Condition (Mandatory): The customer is obligated to return all gifts and free items included with the order in their original condition and packaging. In the event of loss, opening, or damage to the gift, the store reserves the right to deduct its full market value from the customer's refund.
  4. Cash on delivery fees: A cash on delivery fee of 20 Saudi Riyals will be deducted from the refund amount (if any in the original order).
  5. Return restrictions: Returns are not permitted under any circumstances if a previous exchange has been made on the same order.

Third: Product condition conditions (applies to exchange and return)

No exchange or return request for any piece of jewelry will be accepted unless it meets the following conditions 100%:

  1. The piece must be in its original "raw" state, completely unused.
  2. It must be inside its original packaging and accompanied by all accessories, price tags, and labels without any removal or damage.
  3. Warranty strip: Cutting or damaging the "item's warranty strip" is strictly prohibited. If this is proven, the order will be rejected immediately.
  4. Right of Inspection: The Al-Raqi Store team reserves the absolute right to receive, inspect, and thoroughly examine the product before issuing final approval for return or exchange. The store's inspection team's decision is final.

Fourth: Cases that are completely excluded (no replacement or refund)

The following cases are categorically excluded from any right of replacement or refund:

  • International orders: International shipping is not covered by the exchange or return policy.
  • Special orders: Jewelry that is manufactured, modified, or specially ordered based on the customer's specifications.
  • Consumption and Misuse: Items that show any signs of use, or that have been damaged as a result of misuse, improper care, or improper storage by the consumer.
  • Scents and Traces: Any item found to have been exposed to scents (perfumes, incense, creams) or to have traces of cosmetics will be immediately rejected and returned to the customer at their expense (the purchase invoice must always be attached).
  • Partial damage (broken threads): If the item (such as necklaces or bracelets) has a broken thread due to the customer's actions, the right to exchange and return is forfeited completely, even if this occurs within the first few hours of receipt.
  • Clearance (Outlet): All clearance, outlet, or (deal of the week) sale products are final sales and are non-refundable or non-exchangeable.

Fifth: Quality assurance and manufacturing defects

If the customer receives an item with a clear manufacturing defect or if an error occurs in the order by the store management (such as receiving a product different from what was requested):

  • Al-Raqi Store assumes full responsibility and the customer is compensated with replacement or return free of charge without charging any shipping or service fees, provided that the defect is reported immediately upon receiving the order and the item is not used.

Addendum: Copyright and Content Rights By downloading images or videos of our products to social media accounts, you agree to the store's right to publish this content, and it is entirely your responsibility.