Rwzana Fashion Return and Exchange Policy | rwzana fashion Last update: 04-02-2026 Believing and trusting in our products, we provide you with an exchange policy that suits your requirements (7 days exchange), but you must ensure that the conditions are met when you wish to submit the request: Basic conditions for exchange and cancellation Very important note: The time count begins for the customer once the order status changes to (Being processed). The customer is allowed to request cancellation before the product enters the manufacturing stage, while a return request is allowed within ⏳ 6 hours only from the time of order execution and receipt. After these 6 hours from receipt, the customer has no right to claim a return (since products are made to order), and their right is limited to size exchange only (within 7 days of receiving the order). The goods to be exchanged must be in the same condition as purchased, in their original packaging.️ Do not cut the tape on the item, noting that if it is damaged, we cannot exchange. No odors or perfumes on the item, or traces of any cosmetics, with a copy of the invoice attached to the product. The exchange for a different item must be of equal or higher value, and the exchange fee is added during the exchange process, and this process is only once. The previous discount applies to the previous order, and coupons are not applicable to the exchange process. Only one size exchange is allowed. All our dresses undergo a light deodorization process to remove any odors resulting from manufacturing, to ensure a better experience for our valued customers. 2. Exchange mechanism via the shipping company: Exchange mechanism: Contact the customer service number within the allowed exchange period to prepare a shipping label. ⏰ The validity period of the label is 24 hours from its creation, and the exchange request will be closed if it is not delivered to the shipping company within the specified period. When sending the exchange label, if you delay in shipping for more than 24 hours, the label will be automatically canceled due to expiration. Important note: The working hours of the Sumsar shipping branches on Friday are from after Asr prayer until Isha prayer. Note: The customer commits to delivering the exchange shipment to the nearest branch of the specified shipping company in the label sent to them. The customer must hand over the item to be exchanged to the shipping company with the sent label. ⚠️ Return policy via the shipping company: We are not responsible for lost exchange shipments when shipped by the customer. To ensure the safety of the process, please follow the following precisely: The customer must deliver the shipment personally to the shipping branch. The branch cannot be left until the employee or courier scans the barcode of the label. The customer must verify that the shipment status updates to "Delivered" to ensure the success of the process. ⛔️ If these steps are not followed, we will not be responsible for any loss of the shipment. 3. Exceptions and non-exchangeable products No exchange is allowed for (outlet offers, "Deal of the Week," "Big Discounts"). No exchange is allowed for items in (Big Discounts section) and (Saudi National Day). In promotional offers, the free item must be returned with all items in the order if the customer wishes to exchange. Multiple orders: When ordering two or more dresses, only one item can be exchanged at most, and it must be the least expensive one. 4. Fees (shipping, exchange, and packaging) Return fees (if accepted within the first 6 hours of order execution): 100
in case of free shipping for your original order. It will be deducted from the total order value. Size exchange: 65 SAR, sometimes offered for free based on customer service recommendation. For cash on delivery payments: an additional 25
(cash on delivery fee) is deducted. Free shipping: The shipping fee granted to the customer upon purchase is deducted from the order value and is waived in case of exchange. Excess weight: 15
will be added for each extra kilo over each order, as the shipping cost per kilo is 35 SAR, and for each additional kilo, 15
is added. Packaging fees: Regular packaging: 15
/ Premium packaging: 30 SAR. Note: When requesting an exchange, paid packaging fees are deducted from the refunded amount (if any). 5. Manufacturing defects: If there is a manufacturing defect in the product, the customer must notify customer service ⏱️ within one hour of receiving the order, providing clear details about the defect. Defects accepted as reasons for return/exchange: Unremovable stains considered a manufacturing defect. Tearing or obvious fabric damage considered a defect in the product. If any manufacturing defect is found in the received items, the customer has the right to a full refund with shipping costs, and no other fees will be deducted. Cases where the product is not considered damaged (not manufacturing defects): Excess threads: Not considered a manufacturing defect, but part of the dress design, and can be cut with scissors (without pulling). Difference in fabric type from customer expectation: The store is not responsible if the customer was unaware of the fabric type, especially if it was mentioned in the product description. Sequins and glitter: Falling of sequins from shiny evening dresses at a rate of 15% is not considered a manufacturing defect. Slight fabric warping: Not considered a defect. Light stains or dust traces: Considered a natural part of the fabric and may appear due to storage or shipping. Product note: Please note that color shades may vary slightly from reality due to lighting or screen settings. We also note that some products may have slight variations in details during manufacturing, which is normal and not considered a manufacturing defect but part of the mass production process. Slight differences may occur in the pattern or details of some dresses, as part of deliberate procedures we take on some products, and these differences are not defects but part of the product's nature. Slight variations in sizes of some products may occur due to manufacturing processes, which are not considered manufacturing defects, and this has been noted in the store policy. 6. Order cancellation and product manufacturing Confirmation of manufacturing stage: We confirm that products are made specifically for the required sizes. The time count begins for the customer once the order status changes to (Being processed), at which point the order enters the actual manufacturing stage. The customer is allowed to request a return ⏳ within 6 hours only from the time of order receipt. After these 6 hours, the customer has no right to claim a return, and their right is limited to size exchange only after receipt. If the customer requests cancellation while the order is in (Review) status, the order will be canceled with the deduction of digital payment fees, and the amount will be refunded to the customer according to the payment method. For orders paid with payment cards (for cancelable orders): If the customer cancels after shipping, the order value will be refunded after deducting shipping and card fees. If the customer cancels before shipping, the amount will be refunded after deducting the credit card fee. Please note that it may take between 14 to 30 working days for the amount to appear in your bank account once the payment is processed by the finance department (Noon Pay - Tabea - Tamara - Mis Pay). For cash on delivery, the money is transferred to your bank account and requires an (IBAN certificate) when transferring funds. 7. Financial amounts and refund mechanism (in exceptional permitted cases) No immediate cash or refund of amounts; in case of cash on delivery, refunds are made via bank transfer after we receive the returned shipment. Refunds to credit cards, bank transfer, or via (Tabea - Tamara - Mays Pay). If your order was paid through one of the electronic methods, only the paid amounts will be refunded, with the customer bearing all shipping costs via the following methods: Refund to your bank account after deducting (35 SAR) for delivery services plus 65
for the return shipment, total (100 SAR). The duration of receiving the amounts varies depending on the bank. Exchange of the amount for a shopping voucher to be used in your future purchases on the site after deducting 100
for delivery services (optional). The amount will be transferred to your account after confirming receipt of the items and deducting the service fees specified. Once the order is received and matches the original condition, your money will be available within 7 to 24 days. 8. Customer responsibility regarding shipments and receipt If the customer proceeds, confirms the purchase, and the order is shipped, but refuses to receive it for any reason, they bear full responsibility if the order is lost, delayed, or damaged. Shipping non-returnable products: If the customer ships products that are not allowed to be returned, or exceeds the specified delivery period to the shipping company (24 hours), or does not follow up on the exchange process within 10 days, the customer will bear the shipping and return costs. Due to the sensitivity of products (evening dresses), if payment is refused, the products will be stored for only one month and then destroyed without responsibility on the store. If the customer does not receive the shipment and it returns to the warehouse, they bear the shipping and return costs. If a month passes without inquiry, the products will be destroyed. Receiving returned shipments for exchange: All shipments are directly sent to our approved headquarters. Tracking the shipment is the customer's responsibility. 9. Cash back policy (30
credit) When making a purchase of 349
or more, the customer receives a cash back credit of 30
added directly to their wallet, valid for 6 months. Discounted products are not included unless the total exceeds 349 SAR. How to benefit: The credit is automatically deducted from the wallet during payment for new products. 10. International shipping and Gulf countries ️Returns or exchanges do not include Gulf countries. For our customers outside the Kingdom, the shipping and return costs are deducted according to each country. Clarification of international shipping: Returns are not possible under any circumstances. For international shipping, any order outside the Kingdom cannot be returned or exchanged for any reason. The international shipping cost is very high, and shipping company systems are non-refundable after shipping, to avoid risks of damage, loss, or customs. 11. Multiple product orders (manufactured products) Since all our products are made to order, the return policy is subject to the following strict conditions: 1. Return limit • If a single order contains multiple products, the customer has the right to return only one product from the total order, provided it is the least expensive product, within the specified return period as outlined in the site policy. 2. Handling violations of the policy • If the customer violates this policy and returns all products (or more than one product allowed), the customer will be notified to transfer the shipping fees again for the violating products. 3. Storage and destruction • Refusal to pay: If the customer refuses to pay the fees due to violation, the products will be held and stored at the store for a maximum of (30) calendar days starting from the date the returned product arrives at our warehouses. • Final procedure: After the thirty-day period without settlement of the fees that recover the violating products, the store has the right to destroy the products according to internal policy, and the customer cannot claim compensation or refund after this date. 12. General terms and conditions: The rwzana fashion store reserves the right to accept or cancel the order if the product is unavailable, pricing is incorrect, or suspicion of fraud, with refunds of paid amounts. All content on the site (texts, designs, logos) are exclusive property of the store and protected by copyright. ⚖️ Right to object and disputes: The customer has no right to open a dispute or object to the order after 30 days (one month) from the date of order fulfillment. Not submitting any objection within this period is considered final acceptance and acknowledgment of the order's validity. Contact information WhatsApp: [Click here for direct contact] Official email:
[email protected] Alternative email:
[email protected]
