At Akafi, we understand the importance of providing exceptional customer service and ensuring your complete satisfaction with your purchases.
We would like to explain our return and exchange policy to ensure a smooth and reliable shopping experience. Please pay attention to the following points, which cover how to handle various situations you may encounter after your purchase.
• Can I return or exchange makeup products?
For the safety of all our customers, we cannot accept returns or exchanges of makeup products after purchase.
• How long is the return period?
Returns are accepted within 7 days of purchase, provided the products are unused, in their original condition, and with all packaging intact.
• What happens if I'm not home when my order arrives?
We will attempt to deliver your order three times. If you are not home, we will return the order to our warehouse and issue a refund, minus a 19 delivery fee.
• What should I do if I receive the wrong, damaged, or defective product, or if I have a problem with a product? Our customer service team will be happy to help. You must inform us of any problems you experience with the products within seven days of receiving them.
If you receive a product that is not as ordered or is damaged, please contact us immediately via WhatsApp or Telegram.
Dear customer, please send us a picture of the product and a video showing the damage, along with details of your order, so that we can assist you better. After verifying the condition, the following will happen:
- If the product(s) arrive damaged or defective in a way that prevents their use, the customer will be compensated with the full value of the product in the form of a voucher from the online store for the same value as the damaged product. The voucher will be valid for one full month from the time it is sent to you.
- If the product arrives partially damaged but this does not affect its validity or use, the customer will be compensated in proportion to the extent of the damage.
- In the event that the wrong product arrives (not the product that was ordered), the correct product will be reshipped to the customer’s address registered on the same order with us, after receiving the returned product and making sure that it is in its original condition and has not been used or damaged. In some cases, the customer may be compensated for the product with a purchase voucher for the value of the wrong product.
• What happens if I want to return or exchange a product that is flawless?
If you want to return or exchange a product from any of the beauty departments except makeup, and it is flawless, we will deduct 25 riyals from your refund to cover shipping costs.
• Can I cancel my order after placing it?
You can cancel your order within two hours of shipment free of charge.
If more than two hours have passed, we cannot cancel the order directly. In this case, please contact the shipping company to complete the cancellation process.
If the cancellation occurs more than two hours after the two-hour period, the customer will be charged a delivery fee of 19 to cover the delivery costs.
• Cancellation and Modification Due to Errors.
Akafi reserves the right to cancel or modify any order received if a clear typographical or technical error is found in the prices or discount coupons.
• Can I modify my order after submitting it?
We regret that there is no option to modify an order after it has been submitted.
However, you can cancel your order within one hour of submitting it and submit a new one.
• What happens if I choose cash on delivery and don't receive my order?
If you choose cash on delivery and haven't received your order after the delivery person has attempted delivery three times, you won't be able to use this method again in the future.
• My order was canceled due to product unavailability. Has the money been withdrawn from my account?
Don't worry, we haven't withdrawn any money from your account. We only withdraw funds when we ship your order. If the order is canceled, the reserved amount will be automatically released by the payment gateway to your original payment card. For any questions, please contact the Akafi support team.
• What if part of my order is unavailable?
If a specific product is unavailable after you place your order, we will remove it from your invoice. Our team will notify you, and you will receive a refund for the unavailable product. If you encounter any problems, please contact customer service for assistance.
• What if I order a replacement for a more expensive product than the one I ordered? Do I have to pay the difference?
If you receive a replacement product that is more expensive than what you ordered, you will need to pay the price difference.
• What if I receive a duplicate order?
If you receive a duplicate order by mistake, we will handle the return of the product at our expense.
• Can I get a refund for the delivery fees?
Shipping and payment processing fees are non-refundable. However, if the products you received are damaged or unusable, then only in that case can the shipping costs be refunded.
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We wish you a pleasant shopping experience with Akafi!