Exchange & Return Policy
1. General Policy Overview
At Musa Al Khaleej, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we offer a straightforward exchange and return process in compliance with the Ministry of Commerce regulations in the Kingdom of Saudi Arabia.
2. Timeframe for Returns and Exchanges
- Exchanges: You can request a product exchange within 7 days from the date of receiving your order.
- Returns & Refunds: You can request a full or partial order return for a refund within 3 days from the date of receiving your order.
3. Conditions for Return and Exchange
To be eligible for a return or exchange, all items must fulfill the following criteria:
- The item must be in its original, unused condition, unwashed, and undamaged.
- The item must be returned in its original packaging along with all intact tags, labels, certificates, and accessories.
- You must provide proof of purchase (order number, electronic invoice, or store receipt).
4. Non-Returnable & Non-Exchangeable Items
Due to the nature of our handcrafted and heritage items, the following are strictly non-returnable unless verified to have a manufacturing defect:
- Custom / Specially Tailored Goods: Custom-sized leather items or personalized products.
- Items Damaged Through Misuse: Products showing signs of wear, improper storage, modification, or physical damage caused after delivery.
- Clearance / Final Sale Items: Products explicitly marked as non-returnable during promotional sales.
5. Return & Exchange Shipping Costs
- Defective or Incorrect Items: If you receive a damaged product, an item with a manufacturing defect, or an incorrect order, Musa Al Khaleej will cover all shipping and replacement fees.
- Customer-Initiated Returns/Exchanges: If you wish to return or exchange an item due to a change of mind, incorrect size selection, or personal preference:
- The customer is responsible for the return shipping costs (and the new shipping fee in case of an exchange).
- Original shipping fees paid at checkout are non-refundable.
6. Refund Process & Payment Methods
Once your returned package is received at our facility, it will undergo a quality inspection within 2–3 business days.
- Approved Refunds: Upon approval, the refund will be processed back to the original payment method used during checkout (Mada, Visa/Mastercard, Apple Pay, etc.).
- Processing Time: Card refunds typically take 7 to 14 business days to reflect in your account, depending on your bank's processing cycles.
- Buy-Now-Pay-Later (Tabby/Tamara): Refunds for orders paid via installments will be credited through the respective service provider according to their operational policy.
7. How to Request a Return or Exchange
- Contact our Customer Service team via WhatsApp or email with your Order Number and clear photos/videos of the product.
- Our team will review your request within 24 hours and issue a return shipping label or instructions for handover.
- Once the item is inspected and cleared, your replacement will be dispatched, or your refund will be initiated.