سياسة الاسترجاع والاستبدال - نالا بوتيك (Nala Boutique)
Return and Exchange Policy - Nala Boutique
At Nala Boutique, we are committed to providing an exceptional shopping experience that reflects our premium quality. In accordance with the Saudi Arabian Electronic Commerce Law and regulations, our policy is structured as follows:
1. Defective, Damaged, or Non-Compliant Products:
Customers are entitled to a full exchange or return if a product has a manufacturing defect, is damaged, or does not match the online specifications.
Store Protection Condition (Proof of Damage): Due to the delicate nature of luxury fabrics and handmade embroidery, the customer must report and document the defect (by sending clear videos and photos) to our customer service within a maximum of 6 hours from the time of delivery by the shipping company. Failure to report within this timeframe constitutes an acknowledgment by the customer that the product was received in perfect condition.
Nala Boutique will cover all shipping and return fees in the event of a proven manufacturing defect.
2. Exchanges and Returns (Customer Change of Mind):
In accordance with Article 13 of the E-Commerce Law, and considering the exclusive nature of evening and traditional wear:
Exchanges (Size or Model Change): Exchange requests must be submitted within 24 hours only from the time of delivery. The product must be in its original, unused condition, with all tags and original packaging intact.
Returns (No Defect): Since our pieces are released as exclusive, limited collections, and based on legal statutory exemptions for customized/event apparel, we do not offer cash refunds for change-of-mind requests. The customer is entitled to an exchange only within the specified 24-hour window.
For change-of-mind exchanges, the customer shall bear all shipping and return costs.
3. General Ineligibility for Exchange or Return:
An item cannot be exchanged or returned if:
The product has been worn, washed, altered, or exposed to perfumes/incense.
The product was damaged due to misuse or unauthorized tailoring adjustments after delivery.
The piece was custom-made or altered based on a specific customer request (e.g., custom length, added embroidery, etc.).