Return and Exchange Policies

At Akeed, your satisfaction and trust are our top priorities. We are committed to providing you with the highest quality beauty products and an exceptional shopping experience. This Return & Exchange Policy is in full compliance with the consumer protection laws of the Kingdom of Saudi Arabia, as regulated by the Ministry of Commerce.

We encourage you to read this policy carefully to understand your rights and our obligations.

General Return and Exchange:

In compliance with the e-commerce law, you have the right to return or exchange a product within seven (7) days from the date you receive your order, subject to the following conditions:

• The product must be unused, unopened and in sellable condition.
• The product"s factory seal and original packaging must be fully intact and untampered with.
• The product must be returned with all its original tags, labels, and any included accessories or gifts.

How it works: If you have changed your mind about a product, you may return it under the conditions above for a refund or store credit. Please note that for "change of mind" returns, the customer will bear the costs of return shipping.

Defective, Damaged or Incorrect Items:

Your rights are fully protected. You are entitled to a return or exchange within fourteen (14) days from the date of delivery if the product you received falls into any of the following categories:

• Manufacturing defect: The product has a clear defect in its making or formulation. 
• Damaged in transit: The product arrived broken, leaked, or otherwise damaged.
• Incorrect Item: You received a different product than the one you ordered.
• Non-compliant: The product does not conform to the specifications listed on the store.

How it works: In these cases, Akeed will offer you a full refund or an exchange for a new, functioning product. We will bear all costs associated with the return and replacement shipping. To process this, we will require a photo of the defect, damage, or incorrect item.

Non-Returnable Items:

In accordance with Saudi regulations and for the health and safety of our customers, we cannot accept returns or exchanges on certain items if they have been opened, used, or if their factory seal has been broken. This policy is strict to prevent the resale of products that pose a potential hygiene risk.

The following categories are non-refundable and non-exchangeable once opened or used:

• Skincare Products (creams, serums, cleansers, etc.)
• Makeup & Cosmetics (foundation, lipstick, mascara, eyeshadow, etc.)
• Fragrances
• Hair Care & Styling Products
• Personal Care Items
• Beauty Tools & Accessories (brushes, sponges, electronic devices that have touched the skin)

These items can only be returned if they meet the criteria outlined in Article 2 (i.e., they arrived defective, damaged, or incorrect) and the issue is reported within the 14-day period.

How to Initiate a Return or Exchange

Please follow these simple steps to ensure a smooth process:

• Contact us Promptly: Email our Customer Care team at [email protected] within the timeframe specified in Article 1 or 2.
• Provide your Details: In your message, please include:  

                                                        1. Your Order Number

                                                        2. The name of items you wish to return

                                                        3. A clear reason for the return (e.g., change of mind, defective, etc.)

                                                        4. Crucially, for defective/damaged items, please attach clear photos / video.

• Await Instructions: Our team will review your request within 48 business hours. If you return is approved, we will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to ship the item back to us.

Refund & Processing:

• Inspection: Once we receive the returned item at our facility, our team will inspect it to ensure it meets the conditions outlined in this policy.
• Processing Time: Please allow 5-7 business days for the inspection and processing of your refund or exchange after the item has been delivered to us.
• Refund Method: All refunds will be issued to the original payment method used for the purchase (Mada, Visa, MasterCard, etc.) Please note that it may take several additional business days for the refund to reflect in your bank or card statement, depending on your financial institution.
• Store credit: As an alternative to a refund, you may opt for store credit, which will be issued to your account on Akeed as soon as your return is approved.

 For any questions or clarifications regarding our policies, please do not hesitate to contact our Customer Care Team. We reserve the right to update this policy at any time in accordance with Saudi laws and regulations.