Exchange, Return and Refund Policy

Exchange, Return and Cancellation Policy - Silveraty

Because we care about your experience acquiring our artwork, and in order to provide you with a service that befits you, we explain the rules governing exchange, return and cancellation processes:

Exchange, Return, and Cancellation Department Hours

The exchange and return department accepts your requests during the following times:

Sunday to Thursday, from 10:00 AM to 5:00 PM

First: Replacement Policy

1- Time period: The customer has the right to request a replacement within 3 days from the date of receiving the order,

No replacement request will be accepted after this period has expired.

Conditions for accepting exchange

The following conditions must be met for a replacement request to be accepted:

The product must be in its original condition.
It must not have been used, worn, or benefited from.
It must be accompanied by all accessories and original packaging.
The store has the right to inspect the product before approving the replacement to ensure its safety.

* Cases where substitution is not accepted:

The customer is not entitled to exchange the product in the following cases:

Silver alloys: due to their connection to fluctuating global market prices.
Products manufactured to order or according to customer specifications,
This excludes the presence of a manufacturing defect or a violation of the agreed specifications.
If a defect appears resulting from misuse or improper storage by the customer.

Replacement fees

A fixed fee of 25 Saudi Riyals is charged for shipping and processing costs.
In case of a price difference between the two products:
If the new product is more expensive, the difference is paid.
If it is cheaper, a credit will be issued or the difference refunded according to the store's mechanism.

Replacement mechanism

The shipping label is sent to the customer via the approved shipping company.
The shipment must be delivered within a maximum of two days from the date of issuance of the bill of lading.
If the request is not fulfilled, the replacement request will be cancelled.
The replacement product will be sent within a maximum of 14 working days from the date of receipt of the product at the Silverati store headquarters.

Important notes*

Website orders are fulfilled only through the online store.
The store has the right to refuse an exchange request if the above conditions are not met.

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Second: Return Policy:

In our commitment to customer satisfaction, we explain our approved return policy:

Return period

The customer has the right to request a return of the product within 3 days of the date of receiving the order.

No refund request will be accepted after this period has expired.

*Return acceptance conditions

The following conditions must be met for a refund request to be accepted:

The product must be in its original condition.
It must not have been used, worn, or benefited from.
It must be accompanied by all accessories and original packaging.
The store has the right to inspect the product before approving the return to ensure its safety.

*Cases where refunds are not accepted

The customer is not entitled to return the product in the following cases:

Silver alloys: (subject to fluctuations in precious metal prices).
Products manufactured to order or according to customer specifications,
This excludes the presence of a manufacturing defect or a violation of the agreed specifications.
If a defect appears resulting from misuse or improper storage by the customer.
Promotional and discounted products (can be exchanged only according to the terms).

Return fees

Upon approval, a shipping fee of 50 riyals will be deducted, in addition to payment gateway fees:

Mada / Visa / Mastercard / Apple Pay: 5% discount on the order value.
Bank transfer: 2% deduction from the order value.
Installment services (Tabi/Tamara): 10% discount on the order value.

Product return mechanism

The shipping label is sent to the customer via the approved shipping company.
The shipment must be delivered within a maximum of two days from the date of issuance of the bill of lading.
If the request is not fulfilled, the refund request will be cancelled.

*Refund period

The amount due will be transferred within a maximum period of 14 working days.

Through the same payment method used in the purchase process.

(Important Notes)

Website orders are returned or exchanged only through the online store.
If the order contains more than one product, the fees are calculated according to the number of pieces and their value.
The store has the right to refuse the order if the above conditions are not met.

Third: Cancellation Policy:

In our commitment to transparency and streamlining the ordering process, we are outlining our approved cancellation policy:

First: Cancel the order before shipping

1) Ready-made products (not manufactured to order): The customer may request cancellation before the order is shipped, and the following fees apply:

Payment via (Mada - Visa - Mastercard - Apple Pay):
5% of the order value will be deducted as a cancellation and electronic payment processing fee.
Payment via bank transfer:
2% of the order value is deducted as an administrative and transfer fee.
Paid in installments:
10% of the order value is deducted as administrative fees and financing service provider fees.

2) Specialty (made-to-order) products: If cancellation is requested for a specialty (made-to-order) product before shipment:

The discount percentage is applied according to the payment method described above.
In addition to deducting the actual manufacturing cost, if any, which is estimated by the relevant department based on the type of product, the number of pieces, and the stage of implementation.

The remaining amount is refunded to the customer after deducting the applicable fees.

Cancel order after shipment

If the finished product has been shipped and the customer wishes to cancel:
The cancellation fee is deducted according to the payment method specified in section (First).
In addition to a fee of 50 Saudi Riyals for shipping and return procedures.
Custom-made products cannot be cancelled after they have been shipped.

Cases where cancellation is not allowed

The customer is not entitled to cancel the order in the following cases:

Silver bullion: It cannot be cancelled once the order is confirmed due to its connection to the immediate global price.
If the product is manufactured based on a special request or according to specific customer specifications.

This is due to the fact that these products are linked to fluctuating global market prices.

Money back

The amount due will be transferred within a maximum period of 14 working days from the date of approval of the cancellation request.
Refunds are processed via the same payment method used in the purchase.