️ سياسة الإرجاع والاستبدال

Return and Exchange Policy for Viora Dresses | VIORA In order to ensure the satisfaction and trust of our valued customers, Viora Dresses store is committed to providing a clear and flexible return and exchange policy, aimed at guaranteeing a safe and reassuring shopping experience. We kindly ask our customers to carefully read the following terms before completing any return or exchange process: First: The time period for returns and exchanges The customer has the right to request a return or exchange within 7 days from the date of receipt of the order. Customer service must be notified within 24 hours of receipt of the desire to return or exchange. The shipping slip issued for the return or exchange is valid for only 48 hours, and it will be automatically canceled after the period ends. If the customer delays in handing over the item to the shipping company within the specified period, the request is considered canceled and they have no right to request re-issuance. Second: Conditions for accepting returns or exchanges For the guarantee to accept the return or exchange process, the following must be adhered to: The item must be in its original condition, without any use or damage. Keep the original packaging and all product accessories (such as bags or tags). Do not cut or remove the adhesive strip on the item. The item must be free of any external odors (perfumes, incense, smoke) or makeup marks or signs of wear. Attach a copy of the invoice with the returned item. If the order included gifts or free products as part of a promotional offer, they must be returned with the main product. The customer has the right to exchange only once, and their right to return is forfeited after the exchange. Third: Products not covered by the return and exchange policy Products included under special offers such as: "Outlet", "Deal of the Week", "Big Discounts". Any product that has been used fully or partially. Products that were not shipped within the validity period of the slip (48 hours). Orders sent outside the Kingdom of Saudi Arabia. Fourth: Payment methods and refunds Cash refunds are not made under any circumstances. Available refund methods: Credit card (the amount is returned to the same card). Bank transfer (a valid IBAN in the customer's name must be provided). Installment payment systems: Tabi | Tamara | MIS Pay. It takes from 7 to 24 working days to receive the amount, depending on the bank or financial institution's policy. Fifth: Fees payable by the customer Cash on delivery service fee: 15 SAR. Return fee: 60 (paid by the customer and deducted from the refunded amount). Exchange fee: 60 (including shipping and processing costs). Sixth: Important notes Differences in fabric color due to lighting or screen are not considered manufacturing defects. Having some excess threads or falling beads not exceeding 15% is acceptable in evening dresses. In case of a clear manufacturing defect (such as unremovable stains or unacceptable tears), the full amount will be refunded to the customer. Seventh: Special instructions for delivering shipments to the shipping company The shipment must be handed over manually to the courier representative. The customer must ensure that the courier scans the slip barcode. Follow the shipment status via the tracking link and ensure it is recorded as "Delivered". Eighth: Cases where returns are not accepted When canceling an order after it has been shipped, the shipping fee will be deducted from the refunded amount. When returning products not covered by the policy, they will be resent to the customer, and the full shipping costs will be borne by the customer. Ninth: Additional notes If more than 2 dresses are ordered, the customer is allowed to return only up to two pieces maximum. All dresses in our store are scented with a pleasant fragrance before shipping to ensure a luxurious experience. Once the product is exchanged, the customer’s right to return is forfeited, and they cannot request another exchange. Tenth: Customer service If you have any inquiries or wish to request a return/exchange, you can contact via: WhatsApp: 9660578276599+ With this policy, we aim to balance the satisfaction of our valued customers with maintaining the quality and excellence of Viora Dresses store products.