سياسة الاستبدال والاسترجاع

Return and Exchange Policy - Villa Store | VELA Last update: 01-04-2026 At Villa Store | VELA we pay great attention to our customers' satisfaction and trust, so we have established a clear and detailed return and exchange policy considering the privacy of our products (evening dresses) that require special handling. First: the time period Exchange or return is allowed within 7 days from the date of receiving the order. Customer service must be notified within 12 hours of receiving the order for the return. "If manufacturing of the product has started after the order, and 12 hours have passed from approving the order, the customer has no right to request a return or cancellation." Customer service must be notified within 3 days of receiving the order for exchange. Exchange is allowed only once, after which the right to return expires. If the customer wishes to swap the product, the replacement product must be of the same price as the original order or higher. Second: conditions for accepting the return or exchange The item must be in its original condition as received by the customer inside the original packaging. Attach the invoice with the returned shipment. Do not remove or cut the tape fixed on the item, as it is a basic condition for accepting the return. The item must be free from: any odors (perfumes, incense, etc.). traces of makeup or cosmetics. If there are offers or gifts, the free item must be returned with the full order when requesting a refund or exchange. The following products are non-returnable or non-exchangeable: Outlet products. Major discounts and the deal of the week. Special offers such as National Day offers. Third: fees Return fee: 75 SAR. Exceptional exchange fee: 60 SAR. Cash on delivery fee: 15 deducted at the time of return (not refunded upon return or exchange). Excess weight: 15 for each additional kilo after the first kilo. Fourth: refund method Refund is via: credit card – bank transfer – payment systems (Tabea – Tamara – Mis Pay). There is no direct cash refund. Expected time to refund: from 7 to 24 days (may reach up to 30 working days depending on the bank). If paid on delivery, the amount will be transferred via bank transfer, and the customer must provide us with the IBAN certificate. The customer can choose a shopping voucher equal to the value of the returned item (after deducting the return fee). International shipping: rates based on weight start from 75 + 45 per additional kilo via SMSA. For all countries worldwide via DHL, prices start from 249 SAR. Note: international shipping returns are not accepted. Fifth: manufacturing defects Return or exchange is accepted if found: permanent stains that cannot be removed. obvious tears or damage to the fabric. Defects must be reported within only one hour of receiving the order with clear photos. Manufacturing defects are not considered: excess threads (can be cut without damage). slight color variation due to lighting or photography. slight fabric distortion. sequins or embellishments falling up to 15%. light stains or dust traces resulting from storage or shipping. A slight difference in the pattern or details of some dresses may occur, as part of deliberate procedures we take on some products, and these differences are not considered a defect but part of the product's nature. Sixth: customer responsibility The customer must follow up on the returned shipment until its status is updated to "delivered." The shipment must be handed over manually at the shipping company's branch and not leave until the barcode is scanned by the employee. If products that are non-returnable or the period exceeds (24 hours from issuing the bill): the customer bears the re-shipping costs. Products are stored for only one month and then destroyed without the store's responsibility. Seventh: for customers outside the Kingdom The customer bears the full shipping and return costs according to the country. Eighth: additional provisions When ordering more than two pieces, only one piece can be returned at most. Exchange cancels the right to return. The free shipping granted with the original order will be deducted in case of return or exchange. If the customer cancels the order after shipping, shipping and payment card fees are deducted. If the customer cancels the order before shipping, only the card fees are deducted. The refunded amount may appear in your bank account between 14 – 30 working days depending on the bank. Ninth: store rights Villa Store | VELA has the right to accept, reject, or cancel any order in the following cases: Out of stock. Pricing error. Suspicion of fraudulent order request. All content on the site (designs, images, texts, logos, programs) is the exclusive property of the store and protected by copyright. With this policy, we ensure you a safe and flexible shopping experience while maintaining the quality of our products and the trust of our customers. To contact customer service: WhatsApp: +966533773189 Email: [email protected]