Return & Refund Policy

Return and Refund Policy - WASN Store

At WASN, your satisfaction is our primary goal. Because we specialize in women's apparel, underwear, and sleepwear, and out of concern for public health and safety in accordance with applicable laws in the Gulf countries, the Return and Refund Policy is subject to the following terms:

1. Non-Returnable or Non-Exchangeable Products:

For preventive health reasons, we apologize for strictly not returning or exchanging the following items unless there is a manufacturing defect or a delivery error:
- Panties.
- Lingerie sets.
- Corsets and Shapewear.
- Swimwear (unless in their complete original condition with the hygienic liner intact).

2. Returnable and Exchangeable Products (such as sleepwear, pajamas, and thermal wear):

These items can be exchanged or returned within (7) days from the date of order receipt under the following conditions:
- The item must be in its original condition, unused, unwashed, in its original packaging, and with price tags attached.
- The customer must attach the purchase invoice or order number.

3. Return, Exchange Mechanism and Fees:

- In the event of a manufacturing defect or an error in dispatching the product: WASN store bears all shipping and return costs.
- If the customer desires to return or exchange without a defect (for eligible products): The customer bears the return shipping cost (and initial delivery fees are non-refundable).

4. Refunds:

Upon receiving, inspecting, and verifying the safety of the returned item, we will send you a notification via email or WhatsApp.
- The amount will be refunded to the same payment card used within (7 to 14) business days, depending on the issuing bank's policy.
- In case of cash on delivery or bank transfer, a bank transfer to the customer's account will be arranged.
Nature of Products and Trademarks

WASN store displays selected fashion products and accessories from multiple suppliers and factories. Some products may be unbranded or carry the brand of the factory or supplier specified on the product page.

WASN store does not claim affiliation with, representation of, or agency from any international trademark, unless explicitly stated on the product page. Furthermore, the use of phrases such as "high quality", "luxurious fabric", or "selected design" is a description of product quality and materials and does not imply affiliation with or matching of a specific trademarked product.

The store does not use trademark names or logos to suggest that products are original or affiliated with them. Products are presented based on their actual photos and specifications, and the supplier bears responsibility for the accuracy of data regarding origin, material, and manufacturing, while the store commits to reasonable verification.

General similarity in color, category, or style shall not be interpreted as an affiliation with another brand, while the customer retains full legal rights if the product arrives fundamentally different from the displayed images or specifications.
By completing the order, the customer acknowledges that they have read, understood, and agreed to the Terms and Conditions, Shipping and Delivery Policy, and Cancellation, Return, and Exchange Policy, including the nature of international shipping and estimated delivery time of 7 to 21 business days, in a manner that does not conflict with the mandatory rights granted to consumers under Saudi regulations.
Images, Colors, and Sizes
WASN store is keen to display accurate images and descriptive details of products. A slight variation in color shade may appear due to lighting or device screen settings, and minor differences are not considered a product defect.

The customer bears the responsibility of selecting the size according to the size chart on the product page. Sizes may vary between factories; therefore, reviewing measurements in centimeters before completing the order is advised.

General Returns and Exchanges

Without prejudice to consumer rights established by law, return or exchange requests for eligible products may be submitted within seven days from the date of receipt, under the following conditions:
1. The product must not have been used, washed, perfumed, or damaged.
2. The product must be in its original condition, complete with packaging, tags, and all accessories.
3. The product tag or protective seal must not have been removed.
4. There must be no traces of use, makeup, odors, or alterations on the product.
5. Provide the order number and clear photos showing the condition of the product.
6. Returned shipments will not be accepted without prior approval and return instructions from customer service.
When returning due to a change of mind or choosing an unsuitable size, the customer bears the return shipping costs, and actual non-refundable shipping costs, if any, will be deducted. However, if the product is defective or fundamentally different from the order, the store bears the return or exchange costs.

Excluded Products for Health Reasons

To preserve health and safety, products of a personal or hygienic nature are not accepted for return or exchange after opening their packaging, trying them on, or removing the protective seal, including specifically:
- Underwear and lingerie.
- Panties and bras with removed protective seals.
- Swimwear after removing the protective strip.
- Socks and personal care products.
- Products that cannot be resold for health reasons.
An exception is made if the product arrives defective, damaged, non-compliant with the order, or fundamentally different from the description; in this case, the customer retains their legal right to appropriate remedy.

Defective or Non-Compliant Products

The customer must inspect the product immediately upon receipt. In the event of a defect, damage, or discrepancy from the order, customer service must be contacted with the order number and clear photos or video of the product and packaging.

After verification, the store reserves the right—according to the nature of the case and customer statutory rights—to take one of the following solutions:
- Replace the product.
- Provide the correct product.
- Repair the defect if repairable.
- Refund the product value if replacement or remedy is not possible.
The store may not reject the customer's right due to opening the package to the extent necessary to discover the defect.

Refund Procedures

Due amounts are refunded using the payment method used at purchase, and the timeframe for the amount to appear is subject to the procedures of the bank, card company, or installment provider.

Refunds do not include original shipping costs or return costs if the reason for return is merely a change of mind, unless the law dictates otherwise. However, upon proof of store error or product defect, the store bears costs associated with the return.

Priority of Regulations

This policy applies without conflicting with applicable laws in the Kingdom of Saudi Arabia, and no clause herein shall be interpreted as a waiver of any mandatory consumer right. In case of conflict between any clause and a mandatory statutory provision, the statutory provision shall apply to the extent of that conflict.
International Shipping and Delivery

WASN store relies on an international supply and shipping system, where some products are prepared from suppliers and warehouses outside the Kingdom of Saudi Arabia, then shipped directly to the customer or via accredited shipping centers.

By completing the order, the customer acknowledges awareness that the product may be supplied from outside the Kingdom and that delivery time differs from local shipping.

Order Preparation and Delivery Timeframe

The expected preparation, shipping, and delivery time for the order is 7 to 21 business days. This duration is estimated and not a fixed or guaranteed date, unless a different date is specified on the product page or order confirmation.

The timeframe begins after:
- Confirmation of payment processing.
- Order approval by the store.
- Completion of customer details, address, and contact number.
- Providing the store with any additional information required for shipping, if requested.
Business days do not include Fridays, Saturdays, public holidays, official vacations, or approved holidays in the supply country that directly affect order preparation and shipping.

Shipping Stages

The order may pass through several stages including:
1. Confirming product availability with the supplier.
2. Preparing, inspecting, and packaging the product.
3. Handing over to the international carrier.
4. Air freight or international transport.
5. Customs clearance and inspection procedures.
6. Handing over to the local delivery company.
7. Delivery to customer address.
The tracking number may not appear immediately after order preparation, as it is issued or activated after the carrier receives the shipment and registers it in their system.

Delays Beyond Control

Some shipments may experience delays beyond the estimated timeframe due to circumstances outside the direct control of the store, including:
- Customs inspection or clearance procedures.
- Requests for additional documents or information from customs or the carrier.
- Suspension or delays in flights and air freight.
- Weather conditions and natural disasters.
- Wars, disturbances, and airspace or border closures.
- Sudden government decisions and measures.
- Epidemics or health restrictions.
- Peak seasons and official holidays in the supply country.
- Customer delay in completing the address or responding to the transport company.
- Entering an incorrect address or phone number.
- Any force majeure event or proven emergency situation beyond the reasonable control of the store.
When significant delays are expected, the store commits to notifying the customer of updates and expected timelines as information becomes available from the supplier or shipping company. Limited delay resulting from operational or customs procedures does not constitute automatic order cancellation.

However, this clause shall not be interpreted as an absolute exemption of the store from its statutory obligations, and the customer retains mandatory rights under Saudi laws when the agreed date is exceeded, taking into account force majeure cases and circumstances beyond control.

Shipping Data Responsibility

The customer bears full responsibility for the accuracy and completeness of order details, including:
- Full name.
- Correct phone number.
- City, district, and postal code.
- National Address or short address when requested.
- Any data requested by the transport company or customs authorities.
If the customer delays providing data or contact cannot be established, shipping procedures will be suspended, and suspension time resulting from incomplete data will not be counted within the estimated delivery timeframe.

The customer bears additional costs resulting from an incorrect address, refusal of receipt, failure to respond to the carrier, or shipment rerouting, whenever these costs are proven by the shipping company.

Multiple Shipments

Products within a single order may be dispatched in separate shipments due to differences in suppliers, warehouses, or product nature. Each shipment may arrive at a different time without implying missing items or non-execution of the order.

The customer incurs no additional shipping fees due to order splitting by the store, unless the split was requested by the customer.

Customs Duties

International shipments may be subject to customs duties, taxes, or clearance fees according to the receiving country and product nature. Responsibility for these fees is clarified to the customer prior to order completion or on the shipping page, and undisclosed fees will not be imposed by the store.

Receipt and Inspection

The customer is obligated to inspect the condition of the outer packaging upon receipt. If visible damage appears, the customer must document the shipment condition with photos or video and inform the store as soon as possible, retaining the packaging and complete order contents until case review with the transport company is concluded.