Cancellation, Return, and Exchange Policy Last update: July 24, 2025 Your satisfaction is our top priority! We have made the cancellation, return, and exchange process simple and fair as possible. This policy provides you with all the details you need to know. 1. Order Cancellation How to cancel: You can cancel your order yourself from the order page or by contacting our customer service team via WhatsApp at the following link: Abhur Online Customer Service, and we will assist you in canceling your order. This is possible as long as your order status is "Under Review" and it has not been shipped yet. Quick refund: If you cancel within 24 hours, we will refund the full amount without any deductions. Late cancellation: If you cancel after 24 hours, any shipping costs and payment processing fees we incurred will be deducted from the refund. Quick note: If your order has already been shipped, our return policy will apply. 2. Return and Exchange Did you receive a damaged or incorrect product? We will handle it! Golden rule: We accept returns or exchanges only for products that are damaged, defective, or incorrect due to our mistake. Return window: The return request must be made within 7 days of receiving the product. Product condition: The product must be in its original condition, unused, with all packaging and accessories intact. Free shipping deduction: If the return causes your order value to fall below the free shipping threshold of 299 SAR, the original shipping cost will be deducted from the refunded amount. How refunds are processed: We will process the refund within 3 working days of receiving and inspecting the returned product. Discounts: The refunded amount will be the product value minus any discounts for shipping costs and payment processing fees. These deductions are for services already provided. 3. International Returns Policy: Due to high costs and logistical complexity of international shipping, we only accept returns for international orders if the product is damaged, defective, or incorrect due to our mistake. Our solution: If this occurs, please follow the damaged shipment reporting process. We will provide a refund or replacement, and cover the shipping costs for the return in these specific cases. 4. Important Shipping Information This section explains what happens in some special cases: Lost, damaged, or unclaimed parcels: For details on how to report a lost or damaged shipment and what happens if the parcel is unclaimed or returned to us, please see the full shipping policy. Customer responsibility for fees: If a parcel is returned to us because you refused to pay customs duties or taxes, or failed to receive it, we will deduct the original shipping cost, return shipping cost, and any customs fees from the refunded amount. 5. Product Exceptions For your safety and to maintain our high standards, some products cannot be returned or exchanged unless there is a confirmed defect. These include: Health and personal care: Used devices and tools. Smart electronics: Products like smart control units that require professional installation and are not standalone units. Other products: Any product that has been used, unwrapped, or customized. 6. General Payment Terms and Promotional Offers Payment processing fees: In case of refund, non-refundable fees from payment gateways such as Visa, Mada, STC Pay, Apple Pay, Google Pay, PayPal, and bank transfers will be deducted. These fees are for the service of processing your payment. Free gifts: Any free gifts or promotional products included with the order must be returned if the return disqualifies you from receiving them. Otherwise, their market value will be deducted from the refunded amount.
