Rose Gallery ... Your satisfaction is our goal
Terms and Conditions
The customer has the right to return/exchange products if they do not suit the customer according to the following conditions:
- That it is done according to what we specify and via the website only, and not through personal exchange elsewhere.
- That the products are in their original condition as when received and unused.
- That the product accessories, such as: box, carton, and others, are intact and undamaged.
- Return/exchange includes only watches and shoes.
- Return/exchange does not include any type of accessories, such as: bracelets, earrings, chains, and others.
- If a product is exchanged for a higher-priced product, the customer must pay the difference.
- If a product is exchanged for a lower-priced product, the difference will be refunded to the customer.
Return/exchange period:
- Return/exchange is allowed within 3 days from the date the customer receives the shipment.
- The replacement product shipping takes 5 working days starting from the date the store receives the shipment.
When returning/exchanging, there are shipping fees that the customer must pay or deduct from the product value, as follows:
- For return: 40 riyals.
- For exchange: 67 riyals.
- Shipping and cash on delivery fees paid at the time of order are non-refundable.
- If a damaged product is received, the customer is exempt from fees, and the return or exchange is on the store’s account.
- The customer must deliver the returned shipment with the shipping label sent to the nearest branch of the shipping company.
- If the customer benefited from free shipping offer and then wishes to return or exchange, the free shipping value (29 riyals) will be deducted, along with the return fees mentioned above.
For Tabby customers, the amount will be refunded via Tabby, but there are fees the customer must transfer, as follows:
- For full order return: 50 riyals.
- For partial order return: 40 riyals.
- For exchange: 67 riyals.
Refund process:
- In case of return, the amount will be transferred to the customer’s account within a maximum of 15 days from the date the product arrives at the store.
Return/exchange method:
You can contact the customer service team via WhatsApp at: 0533005462
Email:
[email protected]
By sending a photo of the invoice and the products to be returned/exchanged, along with the reason.
Warranty policy:
- Rose Gallery bears the full shipping costs if the product is damaged or defective from the first use within a maximum of 3 days from the date of receipt. After 3 days, the warranty remains valid but the customer bears the shipping costs (return and send, amounting to 46 riyals).
- The warranty on all watches covers only movement malfunctions.
- The warranty period is one year from the purchase date (unless it contradicts the product description), and the purchase invoice or order number must be provided.
- The warranty does not cover misuse or breakage.
- Note: The warranty does not include accessories of all kinds and shoes.
- If a completely different product is received from what was ordered, and the mistake is from the store in preparing the order, the store will bear all shipping and replacement costs.
- Receiving the shipment from the shipping company is considered an acknowledgment from the customer that the shipment (carton) is intact and in good condition, and has not been opened before receipt.
- If a defect occurs during the specified warranty period after product use, maintenance will be performed directly. If maintenance is not possible, the customer will be compensated with another substitute product. If a substitute product is not available, the customer will be compensated with a shopping voucher of the same value, which can be used at any time via our website. After that, the product will be shipped by the merchant, and the customer bears all shipping costs (return and send).
Notice regarding orders and shipping:
- All international shipments may be subject to customs duties or taxes according to the customs law in the destination country.
- Shipping services are subject to VAT.
- To cancel an order, please contact the above-mentioned contact points immediately before the order is processed, and attach the order number with the message.
- Once the order is handed over to the shipping company, it cannot be canceled, and the customer must receive it.
- If the order is not received or the customer refuses to receive it after the courier's contact, the customer must pay the return shipping cost (29 riyals) to the store.
We are honored to serve you and are pleased to assist.
