Returns & refunds

Returns and refunds follow the Saudi E-Commerce Law. You may cancel before shipping, return a product within 7 days of receiving it, exchange it within 14 days, and claim under the warranty at any time during the warranty period.

Your right to return or exchange

• You may cancel the contract and return the product within 7 days of receiving it, or exchange it within 14 days, as long as the product has not been opened, used or benefited from.
• You bear the shipping and return costs resulting from the cancellation, unless the product is defective or differs from its specifications, or unless otherwise agreed between us.
• The return must be requested from Customer Care within that period, and the product handed to the courier we arrange.

Cancelling before shipping

You can cancel an order at any time before it ships, from your account or through the Contact page. The full amount is refunded to the original payment method. Once the order has shipped, it is handled as a return.

Returning a product

• Request the return within 7 days of receiving the product, or an exchange within 14 days.
• The product must be unopened and unused, in its original packaging with all accessories, manuals and the tax invoice.
• For hygiene reasons, a massage device that has been used on the body cannot be returned unless it is defective.
• A set (for example G7 + W9) is returned as a whole, not one item of it.
• Products damaged by misuse, or altered or repaired outside Assr Care, cannot be returned.

Defective or wrong items

If a product arrives damaged, defective or different from what you ordered, tell us through the Contact page as soon as you notice. We arrange collection at no cost to you and, after inspection, replace the product or refund you in full. Faults that appear later are handled under the Warranty policy by Assr Care.

How a return works

• Request the return from your account or through the Contact page, giving the order number and the reason.
• Customer Care confirms the request and issues a return label; the courier collects the product from your address. Collection is free for defective or wrong items; for other returns the shipping and return costs are yours and are shown before you confirm the request.
• The product is inspected at our warehouse. We tell you by email whether the return is accepted.
• Exchanges are requested within 14 days of receiving the product under the same conditions, and are handled as a return followed by a new order.

Refunds

Once the return is accepted, we issue the refund within a few working days to the payment method you used: your card, mada or Apple Pay payment is refunded through the payment gateway, and a Tabby or Tamara purchase is refunded through that provider, which adjusts or cancels your instalments. Your bank or provider may take up to 14 days to show the amount. The refund is the amount you actually paid for the returned product.