🔄

Return & Cancellation Policy

⏰ Return Period: You can return purchases within 7 days from the date of receiving the order according to the following conditions.
⚠️
Important Note: We do not offer product exchanges, only returns. Please submit your return request through the designated link.
✅ Return Acceptance Conditions
  • The product must be in its original condition at the time of purchase and unused.
  • The product is wrapped in original packaging with all its accessories.
  • Report any product defects within 24 hours of receipt by sending product and box photos.
  • Submit the return request within the specified period (7 days).
💡 If a product arrives opened or without packaging, it is considered damaged and cannot be returned to the customer and will be destroyed.
❌ Returns are not accepted in the following cases:
  • Submitting a return request after 7 days from the date of receipt.
  • The product has been used, opened, or damaged.
  • Damage to product packaging or wrapping.
  • Color variations for products where the color is chosen randomly.
  • Changes by the manufacturer to the product appearance (images may differ from what was sent).
💰 Return Shipping Costs
Dukan Saudi Arabia Store covers all return shipping costs in the following cases:
  • Receiving a defective product.
  • Product in unsatisfactory condition.
  • Product does not match the description (provided it is in original condition).
🧾 Return and Shipping Fees
📌 Return Fee: 25 SAR
Example of Refund Amount Calculation:
Product Return Value = 450 SAR
Basic Shipping Fee = 25 SAR
Return Fee (Outside Riyadh) = 25 SAR
Refund Amount = 450 – 25 – 25 = 400 SAR
🚫
In case of order cancellation or non-receipt of a shipment, 35 SAR is deducted in addition to payment method commissions.
💳 Electronic Payment Fees
Payment Method Discount Rate
Credit Cards (Mada, Visa, Mastercard) 2.5%
Installment Services (Tabby and Tamara) 7%
These fees will be deducted in case of full or partial return or order cancellation.
📋 How to Submit a Return Request
  • We will contact you to confirm your return request.
  • Within Riyadh: A shipping company representative will contact you to collect the returned item.
  • Outside Riyadh: A customer service representative will contact you to determine the shipping company and delivery method.
  • After receiving the return and verifying its condition, the refund will be processed within 14 business days.
⏱️ Refund Processing Time
  • Electronic Payment (Mada, Visa, Mastercard): Takes up to 14 business days to return the amount to the same card.
  • Cash on Delivery or Bank Transfer: A shopping voucher is issued (cash on delivery fees outside Riyadh are not refunded).
  • Installment Companies (Tabby and Tamara): Refund is processed through them within 14 business days, and the customer must follow up through their account.
🚫 Order Cancellations
  • If the order is cancelled after creation, the customer bears the payment company fees.
  • When a shipping bill is issued, 22 SAR is deducted (including VAT).
  • If the order is shipped and received by the shipping company, shipping costs (22 SAR) + return costs (20 SAR) are deducted.
📍 Failed Delivery
⚠️
Entering the address and contact number correctly is the customer’s responsibility. If an error results in cancellation or return of the shipment, fees are applied according to the return policy without exception.