سياسة الاستبدال والاسترجاع لمتجر BHT

BHT Store Return and Exchange Policy

First: Online Store Policy (Online Orders)

📌 Return and Exchange Conditions:

1. Timeframe: Customers are entitled to request an exchange or a return within a maximum of 7 days from the date of receiving the shipment (except for Serena brand products, to ensure the safety of your children).
2. Product Condition: The product must be in its original condition upon receipt and in its sealed packaging. No product may be exchanged or returned once its outer packaging has been opened.
3. Excluded Products: Embroidery orders cannot be exchanged, returned, or canceled under any circumstances.
4. Separation of Channels (In-store vs. Online):
   • Online orders cannot be exchanged or returned at physical branches.
   • In-store purchases cannot be exchanged or returned through the online store.

💸 Fees and Financial Impact:

• Shipping Fees: The customer bears the exchange/return shipping fees, which are (SAR 25 inside Riyadh / SAR 35 outside Riyadh).
• Full Order Returns: In the event of a full order return, both the return shipping fee and the original outbound shipping fee will be deducted from the refunded amount.
• Free Shipping Offers: If the initial delivery was free due to the order exceeding the free shipping threshold, and the total order value drops below the free shipping threshold after modification or partial return, the standard delivery fee will be retroactively calculated and deducted from the customer.
• Unclaimed Shipments: If a customer wishes not to receive the order or fails to respond to the shipping company, the customer shall bear the return shipping cost back to the store (SAR 25 inside Riyadh / SAR 35 outside Riyadh).

⚙️ Execution Process for Online Orders:

• Email: [email protected]
• WhatsApp: +966593564045
• Return Process: We will send you a shipping label to hand over the product to the courier. The refund will be processed within a maximum of 14 business days after the product arrives at our warehouse and its integrity is verified.
• Exchange Process: We will send you a shipping label number to hand over the product to the courier. The new replacement product will be shipped immediately upon receiving the returned item and verifying its integrity.

Second: Order Modification and Cancellation Policy (Online)

• Execution Errors: In the event of an error made by the store while fulfilling the order, the customer has the right to request a product modification free of charge within a maximum of 7 days from the date of receipt.
• Order Cancellation or Modification:
  • This option is only available while the order status is (New).
  • If the order status changes to (Ready / Out for Delivery), it can no longer be modified or canceled, and will then be subject to the standard exchange and return conditions.

Third: BHT Branches Policy (In-Store Purchases)

1. Timeframe: Customers are entitled to exchange or return products within a maximum of 7 days from the date of purchase.
2. Discounted Products (Sales/Offers): Items purchased on sale are excluded from the standard timeframe; the return window is 1 day only, and the exchange window is 3 days only.
3. General Conditions:
   • The product must be in its original condition and its outer packaging must not be opened.
   • The original invoice must be presented to complete the transaction.
4. Location: Exchanges and returns can be processed at any BHT branch.

Fourth: "Golden Guarantee" Offer Provisions

Applicable exclusively to: AWA Non-Air Mattresses

📋 Conditions to Benefit from the Golden Guarantee:

• Trial and Refund Period: The Golden Guarantee is valid for 100 days from the date of receipt. The first thirty days serve as an obligatory trial period for the product, and the refund request window opens only after these initial 30 days have concluded.
• Validity and Date: This guarantee applies only to orders placed from October 1, 2024, until the end of the promotional offer period. It does not apply to orders placed before this date. Whether a product is covered will be clearly stated in its specific product description.
• Donation Condition: Upon approval of the claim and refund amount, the customer benefiting from the Golden Guarantee must donate the mattress to those in need through an officially licensed charitable organization within the Kingdom.
• Maximum Limit: The Golden Guarantee is strictly limited to one piece per customer and does not apply to any additional items if the invoice contains more than one piece. A refund request can be submitted only once per order.

⚠️ Exceptions and Restrictions:

• The Golden Guarantee does not apply if the product is damaged due to customer misuse.
• The guarantee does not cover customer errors in selecting measurements (the customer must verify the correct dimensions before completing the order).
• The Golden Guarantee is valid only for transactions executed within the Kingdom of Saudi Arabia.
• The store reserves the right to suspend this offer or modify its terms and conditions at any time via the dedicated section on the website.

💳 Refund Mechanism under the Golden Guarantee:

• The guarantee covers the value of the product only