الإستبدال والإسترجاع

We are ready to receive exchange and return requests but the exchange request must be submitted within five days from the order, and the return request within three days from the order.. Also, the product must be wrapped and in its original condition inside the shipping box with the purchase invoice, if the customer lost the purchase invoice, they must clarify the order number. Exchange policy: 1- Without prejudice to the provisions of the contractual and statutory warranty, the consumer has the right to exchange the product presented to him by the store within five days following the date of receipt of the product, and he does not have the right to exchange the product after seven days. 2- The condition for exchanging the product is that the product be in good condition and that the consumer has not used the product or gained its benefit, and the store has the right to inspect the product before exchanging to ensure its safety, and the consumer bears the shipping cost if they want to exchange the product, and in international exchange, the consumer bears all shipping and delivery costs to the shipping company, and if there are defects or errors, the consumer will be compensated. The consumer does not have the right to exchange the product in the following cases: 1- If the product was manufactured based on the consumer’s request or according to specifications they set, excluding products with a defect or that violated the specifications set by the consumer. 2- If the product has been used in any way. 3- If the product was opened randomly or its cover or bag was torn or any of its contents were lost. 4- If a defect appears in the product due to poor handling by the consumer. 5- If the product was returned, exchanged, or not received in its original condition, it will be returned to the customer with the customer bearing the shipping fees. We would also like to clarify that there are products that are prohibited from being exchanged or returned for health reasons: - Sleeping pillows or pillow covers or sheets if they have been opened from the plastic bag. - Towels and robes for health reasons. - Wedding bed covers after opening them from the box and padding after opening from the bag, or used products or those not in their original condition when purchased. Dear customer: Fundora store is not responsible for any invoice that is more than a month old, even if the error is manufacturing or packaging error. Return policy: 1- Without prejudice to the provisions of the contractual and statutory warranty, the consumer has the right to return the product presented to him by the store within three days from the date of receipt, and he cannot claim after the three days. 2- The condition for returning the product is that it be in good condition and that the consumer has not used the product or gained its benefit, and the store has the right to inspect the product before returning to ensure its safety. 3- The consumer does not bear the costs of the return process if the reason for the return is a manufacturing defect. The consumer does not have the right to return the product in the following cases: 1- If the product was manufactured based on the consumer’s request or according to specifications they set, excluding products with a defect or that violated the specifications set by the consumer. In case of acceptance of the return, the customer bears all shipping costs. 2- If a defect appears in the product due to poor handling by the consumer in any way. Products that are prohibited from being exchanged or returned for health reasons: - Health products: - Sleeping pillows or pillow covers or sheets or padding if they have been opened from the plastic bag or used in any way. - Towels and robes for health reasons. The color shade of the product may vary between the website and reality due to lighting differences during photography, and a 75% match is guaranteed. - The warranty does not cover dirt, cuts, or any damage resulting from misuse. - Products with custom sizes and specifications or tailored products are not returnable or exchangeable. - In case of return, the amount will not be paid in cash to the customer but will be transferred to the customer’s personal account within 20 working days. If the customer paid via Tapy or Tamara and wishes to exchange or return the product due to a manufacturing defect or an error by the store employee, the full amount will be refunded to their account after we receive the product and verify it, whether paid via Tapy or Tamara. If the customer wants to return or exchange for other reasons, a fee of 70 will be deducted from each returned shipment from the total amount, and the remaining amount will be refunded via bank transfer. If the payment was made via Tapy or Tamara according to the payment method used by the customer, the refund process takes from 7 to 14 days after the shipment is returned and received at Fundora Mattress headquarters and verified. The customer must sign the receipt or shipping bill upon receiving the products, which is their acknowledgment of the product’s safety. Payment is made through one of the available methods inside the store. Shipping within Riyadh takes from 1 to 5 days, and outside Riyadh from 3 to 7 days. If the customer does not receive the products within this period, they must contact us directly. If two weeks pass without contact, the store is not responsible for the product being lost. The store has the right to cancel the order in case of a pricing error, stock depletion, or suspicion of fraud. In case of any confusion or disagreement regarding the return, exchange, or warranty policy, the laws of the Ministry of Commerce shall be referred to. Note: The customer does not bear any shipping fees if the reason for the exchange or return is damage caused by storage and shipping or a manufacturing defect.. However, if the reason for the return or exchange is that the product is unsuitable for the customer for any personal reason, they must pay a fee of 70 for exchange or 70 for return per shipment, applying the exchange or return policy above for each product. Additionally: The refund process to the customer’s account takes from 4 to 14 working days after the product arrives at Fundora Mattress headquarters and is verified. For exchanges, the replacement order is shipped within 3 to 7 working days after the shipping company receives the product from the customer. Return or exchange steps are as follows: Please contact us via WhatsApp to inform us of your wish to return or exchange your order so we can prepare a shipping bill and send a courier to pick up the product and return it to us.