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Terms and conditions

1. Refunds and exchange policy
  • Products can be returned or exchanged within fourteen (14) days from their delivery date.
  • Tests can be returned or exchanged within fourteen (14) days from their purchase.
  • The Customer must keep the delivery receipt and copy of the Order as proof of purchase.
  • Products to be returned or exchanged must be in their original condition, saleable, and merchantable.
  • The Customer is responsible for checking the Products carefully at the time of delivery or purchase before unpacking, using, or installing them.
  • Alshamel may reject returns or exchanges if the Products are not in their original condition at the delivery time.
  • Sizes and measurements of the Products are approximate, and specifications may occasionally change.
  • Alshamel may provide a substitute of the same or better quality at the same price.
  • If the Customer is not satisfied with the replacement, they can return or exchange the Products.
  • Returns or exchanges of discounted or promotional sale Products may be rejected.
  • Alshamel reserves the right to reject returns or exchanges of certain Products, such as those in contact with the skin.
  • Refunds will be made through the same method of payment of the Order, or the Customer may be offered the option to receive gift coupons.
  • Card refunds may take up to 4-6 weeks, subject to the payment gateway operator’s policy.
  • After the return is processed, it may take 7 to 14 business days for the refund to show on the Customer payment card statement.
2. Delivery
  • This policy is applicable solely to Products sold by Alshamel, with Alshamel fulfilling the delivery. Alshamel will exert reasonable efforts to contact the Customer before delivery to coordinate scheduling. Payment and Order receipt responsibilities rest with the Customer holding the Account, and proof of identity must be presented as requested by Alshamel’s designated delivery partner.
  • If the Customer is not available at the designated delivery address, the Order will be returned to Alshamel’s warehouse. The Customer is required to contact Alshamel customer care to arrange an alternative delivery. Failure to contact customer care within a reasonable timeframe, as determined by Alshamel, to reschedule the delivery will result in the Order being deemed canceled.
  • The Customer recognizes that the precise delivery time hinges on the accuracy of the provided delivery address details. Alshamel will strive to deliver the purchased Products promptly after order confirmation.
  • The Customer has the flexibility to review, modify, update, or add delivery address details with each order placement.
  • While Alshamel will make reasonable efforts to meet the estimated delivery time and preferred time, it will not be held liable for any delays or failures to deliver within the estimated or preferred time.
  • 24 hours express delivery free of charge.
3. Payment
  • The Marketplace accepts a variety of payment methods, including KNET, VISA, Mastercard, and Apple Pay, subject to Alshamel's discretion. The specific payment options for an Order become visible at the final stage before submitting the Order.
  • When payment is made with a card, either during the Order process or upon delivery, the Customer provides authorization to Alshamel or its third-party payment processor to process and verify the card details for the Order amount. To ensure compliance with the Customer's consent and validate the card and Customer details, the Marketplace guides the Customer to the payment gateway page, where necessary card details are entered as required by the payment gateway operator. The payment gateway operator may validate the card details and other information against its databases.
  • The responsibility for validating the Customer and their card information, as well as appropriately authorizing transactions by deducting payments from the card, lies with the respective payment gateway operator and/or the issuer bank of the card, in line with their terms and conditions.
  • Alshamel assumes no liability for losses or damages resulting from fraudulent transactions due to attacks or breaches on any payment gateway operator, attacks or breaches on issuer banks, or the unauthorized acquisition of Customer card details, PIN verification details, password verification details, or any other details authorizing a purchase on the payment gateway by individuals with malicious intent or those who may not be the rightful owners of the card.