سياسة الاسترجاع و الاستبدال

Returns and exchanges at Cartella Rosa. We are proud to offer a system that ensures our customers complete comfort for replacing and returning requested products. Return policy: If you wish to request a return for your shipment, you can certainly do so as long as the shipment is intact, in its original condition, and without any damage, by contacting: WhatsApp: 966552490236. This must be done within 3 days from the date of receipt of your order. - Free return does not include products within promotional offers. - Return is free within 6 hours of receiving the product if the customer is within the covered areas shown below, by submitting the request via WhatsApp: 966552490236. - After 6 hours from receiving the product or if the customer is not within the covered areas for free return, the return will be charged a fee of 36 riyals, which will be deducted from the total refunded amount to the customer (within the period mentioned above). - The return time is calculated from the moment you contact customer service via WhatsApp and does not require an immediate reply. - The amount will be credited to your account within 7-24 working days. Orders paid via Tabby and Tamara: The operating costs will be deducted from the total refunded amount. FAQs: - What are the cases in which I cannot request a return? - When requesting a return after the specified time, which is 3 days from the date of receipt. - When the product has been used, damaged, or is not in the same condition as when received. - Products that have been tampered with. - When the box or bag of the product is damaged. - How can I recover my money to my credit card? If the purchase was made using your credit card, you can recover your money once we receive your order. We will refund the amount to your account within 7-24 working days from the date of receiving the product at our warehouses. - If you paid cash on delivery, how can I recover my money? If the purchase was made via cash on delivery, you can return the order value to your account balance on the website and use it to buy other products, or you can refund the order via bank transfer according to the customer's preference. It may take up to 30 days from the date of receiving the product at our warehouses to recover the amount. Exchange policy: If you wish to request an exchange for your shipment, you can certainly do so as long as the shipment is intact, in its original condition, and without any damage, by contacting: WhatsApp: 966552490236. This must be done within 3 days from the date of receipt of your order. When the customer wishes to exchange one or more products after receiving the order, the customer pays an amount based on the shipping company's fee of 18 riyals (for shipping the exchanged product back to us and the replacement product to the customer), and the shipping fee is transferred to one of our bank accounts. FAQs: - Can I exchange my shipment? Yes, you can exchange your shipment by contacting our customer service, and if the desired product is available, we will replace it for you, provided that the product to be exchanged is in its original condition, unused, unopened, and undamaged internally or externally, within 3 days of receiving the shipment. - I received an item different from what I purchased? We apologize for this mistake. In this case, you can contact us via WhatsApp: 966552490236, and we will replace it and deliver the correct shipment. After receiving the order, we will inspect the products for exchange or refund. After inspecting the product and confirming it meets the conditions of the original shipment, we will proceed with the process. We are honored to serve you, Cartella Rosa team.