Exchange and Return Policy

Dear valued customers,

Your satisfaction and trust matter to us at Sazera, so we make sure your orders arrive in excellent condition and that any concern is handled as quickly as possible, in a way that protects everyone's rights.

First: Damaged or incorrect items

If your item arrives damaged in transit, or you receive a different or incomplete order, please contact customer service within 24 hours of delivery and provide the following:

  • Your order number.
  • Clear photos of the product and the outer packaging.
  • A photo or a short video showing the damage or the error, if needed.

Once we review your order, we will replace the item or refund its value, and Sazera covers the full shipping and return fees when the damage or error is on our side.

Second: Manufacturing defects

If a product has a manufacturing defect, please contact customer service as soon as you notice it, explaining the issue and attaching any photos or videos needed to verify it. After we examine the case and confirm the defect, the item will be replaced or refunded according to the nature of the product and applicable regulations.

A product not suiting your skin or hair type, or not liking its scent, colour, or texture, is not considered a manufacturing defect as long as the product is intact and matches the description shown in the store.

Third: Exchange or return for other reasons

You may request an exchange or return within 7 days of receiving your order, provided that:

  • The product is unused and unopened.
  • It is in its original condition and packaging.
  • The safety seal is intact, and the product has been kept and stored according to its instructions.
  • All accessories and free gifts received with it are included.
  • You provide the order number or proof of purchase.

In this case, the customer covers the shipping and return fees, and the request is processed once the product reaches us and its condition is checked.

Fourth: Health and personal care products

To protect the health and safety of our customers, skin, hair, and body care products, perfumes and personal preparations, vitamins and natural products, and medical devices cannot be exchanged or returned once opened, tried, or once the safety seal has been removed. This does not apply to manufacturing defects, damage, or items that do not match the order, and it does not affect the customer's statutory rights.

Fifth: Medical and home devices

Medical devices may be returned or exchanged within 7 days of delivery if they are unused and in their original packaging, with all accessories and manuals included. If the device has been opened or used, faults and manufacturing defects are handled according to the warranty terms stated for the product, after the device is examined and the issue is identified.

The warranty does not cover faults caused by misuse, improper storage, failure to follow the operating instructions, or exposing the device to damage such as breakage or liquids.

Sixth: Products bought within offers or with gifts

When returning a product purchased as part of an offer or a set, all items of the offer and any free gifts must be returned in their original condition. If they are not returned, Sazera may deduct their value from the refunded amount. Discounted products are subject to the same terms unless clearly stated otherwise before purchase, without affecting the customer's statutory rights.

Seventh: Shipping and return fees

  • If the return is due to a damaged product, a manufacturing defect, or a wrong or incomplete order, Sazera covers the shipping and return fees.
  • If the return is because the customer changed their mind or chose an unsuitable product, the customer covers the shipping and return fees.
  • The original shipping fee is not refunded in case of a change of mind, and it is refunded when the error is on Sazera's side.

Eighth: Refunds

After we receive the returned product, examine it, and approve the return request, the due amount is refunded to the payment method used within 7 to 14 business days. The time it takes to appear in your account may vary depending on your bank or payment provider. If the refund cannot be issued to the original payment method, we will contact you to agree on a suitable alternative.

Ninth: Order cancellation

You may request to cancel or amend your order before it is prepared and handed to the courier by contacting customer service. If the order has already shipped, the cancellation request is treated as a return request, and the customer covers the shipping and return fees unless the reason for cancellation is an error on Sazera's side.

Tenth: Undelivered shipments

If a shipment is returned to us because it was not collected, or because the address or contact number provided was incorrect, you may request re-delivery after paying the new shipping fee. If you choose to cancel the order instead, the actual shipping and return costs are deducted and the remaining amount is refunded to the original payment method.

How to submit a request

To request an exchange or a return, please contact customer service through our official channels with your order number and the reason for the exchange or return, attaching the required photos or videos in case of damage or a defect. We will review your request and get back to you to complete the process as quickly as possible.

This policy applies without affecting consumer rights established under the laws and regulations in force in the Kingdom of Saudi Arabia.