سياسة الاستبدال والاسترجاع ومعلومات الشحن

Return and Refund Policy and Shipping Information for "Khusha" Store First: Return Policies 1- What is meant by return? It is returning the product (non-consumable) in its original condition and within the specified time period. After it arrives at our warehouses and passes the quality check, the amount will be refunded to the customer's bank account from which the order was placed. 2- How do I request a return? By contacting us directly via WhatsApp or email, providing us with the order number, the type of products to be returned, and the reason for the return. 3- What are the conditions for accepting return requests? Since coffee crops are consumable and food products affected by weather conditions and poor storage; Khusha store does not accept any return or exchange of any food and consumable product (coffee crops) once they leave our warehouse and are shipped, to preserve public health and ensure product quality for other customers. Meanwhile, returns of tools and accessories (if any) are accepted under the following conditions: - The customer requests the return within 14 days of receiving the order. - The product is completely unused, and has not been damaged or soiled. - The product is returned in its original box and condition received (original Khusha box and protective box) with them securely closed before handing over to the shipping company. 4- What to do if you return a product that violates any of the return acceptance conditions? We apologize, but the return request will not be accepted if the conditions are violated, and the product will be shipped back to you again with a return shipping fee of 20 riyals borne by the customer. 5- Are there any return fees? Yes, there is a return and processing fee paid by the customer, amounting to 20 riyals, automatically deducted from the value of the returned product. 6- How long does it take to refund to my bank account? The refund process takes up to 14 working days, starting from the date the product arrives at our warehouse and passes the quality check successfully. 7- If the customer does not receive the order after it has been shipped? If the shipment is not received by the customer and returns to the warehouse, the refund of the product amount will be processed minus the administrative shipping fee of 20 riyals within 3 working days from the date Khusha store receives the returned shipment from the shipping company. 8- If there is a manufacturing defect in tools? Please contact us directly via WhatsApp to guide you and provide you with the authorized agent’s contact details for the product to ensure repair or replacement. 9- If there is a shortage in the order? We sincerely apologize for this unintentional mistake; the missing items will be shipped immediately at the store’s expense after verifying and confirming the shortage with proof from the customer. 10- When using loyalty points, can the order be modified? When using loyalty points in the order, we apologize, but modification such as deletion, addition, or changing the recipient’s address after approval in the system is not possible. Second: Replacement Policies 1- If there is any note regarding the coffee crop: To ensure the highest quality standards at Khusha store, if there is any inquiry or note regarding the tasting or extraction method of the crop, please contact us via WhatsApp to provide you with the ideal standard recipe for the crop. Due to the nature of consumable coffee, the crop is only replaced if there is a clear and proven defect in the roasting after it is shipped to us and inspected by our quality team, with the customer bearing the shipping fee of 20 riyals. 2- When wishing to replace a tool or accessory: Contact us via WhatsApp or email to issue a replacement invoice, and the customer should go to the nearest authorized shipping branch with payment of the shipping fee of 20 riyals. Note that the new product will not be shipped until the replaced product arrives at the Khusha warehouse and its condition and safety are verified. 3- Price difference upon replacement: If there is a price difference between the replaced product and the new product, the customer must pay the difference or have it refunded to their account (depending on the case) before completing the shipment of the new product. Third: Frequently Asked Questions 1- If I receive the wrong product? Please contact us immediately via WhatsApp or email, attaching a picture of the received product, and we will correct the mistake and send your correct order free of charge and as quickly as possible. 2- If I want to cancel the order? You can cancel the order free of charge and get a full refund if the order status is (under review) and it has not been handed over to the shipping company or courier yet. 3- If I want to delete my account at Khusha store? We are always happy to have you with us, and we regret your account deletion; to do so, please contact support via WhatsApp, and your request will be executed immediately. 4- How to earn and use loyalty points? You can earn points with each purchase or interaction within the store. For details, please visit the (Customer Loyalty Program) page. Note that the points are valid for one full year from the date they are added to your account. 5- Are there customs fees for international shipments? Yes, any additional amounts or customs fees imposed by the destination countries after international shipping are government fees outside Khusha store’s management, and the customer bears them fully upon receiving their shipment. Fourth: Shipping and Delivery Information Khusha store is committed to delivering your crops fresh and with the highest preservation standards through our partnerships with the best approved shipping and delivery providers, within the following timeframes: - Within the city (local delivery): 2 to 4 working days. - Outside the city (other regions of the Kingdom): 3 to 7 working days.