Return and Exchange Policy
Return and Exchange Policy - Fish Flow Store
Fish Flow management welcomes our valued customers and emphasizes our commitment to providing a reliable and outstanding shopping experience. In compliance with the Saudi Electronic Commerce Law and the Consumer Protection Regulations issued by the Ministry of Commerce in the Kingdom of Saudi Arabia, our Return and Exchange Policy has been formulated to clarify the rights of both the customer and the store as follows:
1. Timeframe for Returns and Exchanges
Returns: The customer has the right to submit a return request within (7) business days from the date of receiving the shipment.
Exchanges: The customer has the right to submit an exchange request for another product within (7) business days from the date of receiving the shipment (subject to price differences, if any).
2. Conditions for Returns and Exchanges (For Non-Defective Items)
To benefit from the right of return or exchange due to personal preference (change of mind), the following conditions must be met:
The product must be in its exact original condition as received by the customer.
The product must not be used, tampered with, altered, or damaged in any way.
The product must be in its original, complete packaging and must include all original tags, labels, and accessories.
The original purchase invoice or order number must be provided as proof of purchase.
Shipping Fees: In the case of returns or exchanges due to personal preference, the customer shall bear the return shipping costs (as well as the shipping cost for the new product in case of an exchange), and the initial delivery shipping fee will be deducted from the refunded amount.
3. Excluded Cases from Returns and Exchanges
In accordance with the Saudi Electronic Commerce Law, the customer is not entitled to return or exchange a product in the following cases:
If a defect appears in the product due to poor possession, misuse, or mishandling by the customer.
If the product was custom-made, modified, or manufactured based on special requests or specifications provided by the consumer.
If the outer sealed packaging or factory seals of specific products have been opened, affecting public health or the safety/integrity of the product after opening.
4. Manufacturing Defects, Damage, or Incorrect Orders
In the event that the customer receives a product that is damaged, defective (manufacturing defect), non-compliant with the specifications displayed on the store, or sent by mistake, Fish Flow will bear the full costs of return and delivery shipping.
In this case, the customer has the choice to either exchange the product for a defect-free alternative or receive a full refund of the amount paid without any deductions or fees.
The customer must notify the store's technical support and provide photos or video evidence clearly showing the defect or issue within a period not exceeding (3) days from the date of receipt.
5. Order Cancellation and Shipping Delays Policy
The customer has the right to cancel the order and receive a full refund without any fees, provided that the order has not yet been processed, shipped, or handed over to the shipping company.
If the store delays handing over the shipment to the courier company for a period exceeding (15) days from the agreed delivery date (unless the delay is due to force majeure or the shipping company itself), the customer has the right to cancel the order and receive a full refund.
6. Refund Mechanisms and Timelines
Returned products are inspected immediately upon arrival at our warehouse to ensure their integrity and compliance with the return conditions.
Upon approval of the return request, the refund will be processed back to the customer using the original payment method (Mada, Visa, MasterCard, Tamara, etc.).
Refund processing times to the customer's bank account or credit card usually take between 7 to 14 business days, depending on the banking policies of the customer's card-issuing bank.