⏰ Return Period:
You may return purchases within 3 days
of the order delivery date, subject to the following conditions.
⚠️
Exchanges are not available.
Important Note:
Our policy is limited to returns only. Please ensure you submit your return request within the specified timeframe via the dedicated link at the bottom of the page.
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Conditions for Accepting Returns
- The product must be in its original condition as purchased and unused.
- The product must be in its original packaging with all accessories included.
- Proof of the issue: If there is a manufacturing defect or malfunction in the product, you must include proof of the issue (a clear photo or video showing the problem) along with photos of the box and outer packaging.
- Report any defects or damage to the product within 24 hours of the date of receipt.
- Submit a return request within the specified period (3 days) from the date of receipt.
💡 If a product arrives opened or unwrapped without prior proof of a manufacturing defect, it will be considered damaged, cannot be returned to the customer, and will be disposed of.
❌
Returns will not be accepted in the following cases:
- The return period (3 days) has expired.
- The product has been used, opened, or damaged (unless it was damaged upon arrival and this is documented with a photo or video upon opening).
- Failure to provide evidence of a defect or malfunction in the product (photos or explanatory video).
- Damage to the product’s packaging or wrapping.
- Color variations in products where the color is selected at random.
- Changes made by the manufacturer to the product’s design (the image may differ from the item shipped).
- Battery- or electricity-powered devices are not eligible for return.
- Failure to report any damage or missing items in the order within 24 hours of receipt.
💰
Return Costs
Dukan Saudi Arabia will cover all return costs in the following cases:
- Receipt of a damaged product or one with a manufacturing defect (provided it is reported within 24 hours and accompanied by photographic or video evidence).
- A product in poor condition.
- A product that does not match the description (provided it is in its original condition).
🧾
Return and Shipping Fees
📌 Return fee: 35 riyals
Example of refund calculation:
Value of returned products = 450 riyals
Basic shipping cost = 35 riyals
Return fee outside Riyadh = 35 riyals
Refund amount = 450 – 35 – 35 = 380 riyals🚫
In the event of cancellation or failure to receive a shipped order, 35 riyals will be deducted in addition to any payment method fees.
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Electronic payment fees
| Payment Method | Fee |
|---|
| Credit Cards (Mada, Visa, Mastercard) | 2.5% |
| Installment Services (Tabi and Tamara) | 8% |
These fees will be deducted in the event of a return or cancellation of the entire order or part thereof.
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How to File a Claim
- Open a support ticket via the link below, including your order number, a description of the issue, and clear videos or photos illustrating the defect.
- We will contact you to confirm and approve your return request.
- Within Riyadh: A shipping company representative will contact you to pick up the package.
- Outside Riyadh: A customer service representative will contact you to arrange the shipping company and delivery method.
- After the product is received and its condition is verified, the refund will be processed within 14 business days.
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Refund Processing Time
- Electronic payment (Mada, Visa, Mastercard): It takes up to 14 business days for the refund to be credited to the same card.
- Cash on Delivery or Bank Transfer: A store credit will be issued (Cash on Delivery fees outside Riyadh are non-refundable).
- Installment companies (Tabi and Tamara): Refunds are processed through them within 14 business days; the customer must track the process through their account.
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Order Cancellations
- If an order is canceled after it has been placed, the customer is responsible for the payment processor’s fees.
- Once a shipping waybill is issued, 22 riyals (including VAT) will be deducted.
- If the order has been shipped and picked up by the shipping company, shipping costs plus return costs will be deducted.
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Undeliverable Orders
⚠️
It is the customer’s responsibility to enter the address and contact number correctly. If an error results in the cancellation or return of the shipment, fees will be applied in accordance with the return policy without exception.
