Exchange and return policy

Exchange and Return Policy



The following are the details of the exchange and return policy:


General conditions:


  1. Replacement or return requests must be made within one day of the order receipt date.
  2. If there is an error, it must be explained clearly, without shading.
  3. The product must be in its original condition, unused, and in its original packaging with all accessories and documents.
  4. The original purchase invoice must be presented when requesting an exchange or refund.
  5. The customer is not entitled to cancel their order when its status is pending.
  6. Marketing gifts, whether discounts or cards, must be used within the year they are due.
  7. The store has the right to cancel the order in the event of an error, fraud, or if there is something that violates the store's regulations.


Products that are neither exchangeable nor returnable:

  1. Products that have been used or damaged by the customer.
  2. Products that have been modified or had their labels removed.
  3. Promotional products or products purchased as part of a special offer.
  4. Food products.


Replacement or return process:


1. Contacting Customer Service: The customer must contact customer service via email or WhatsApp to submit a request for replacement or return.

2. Order Evaluation: The customer service team will evaluate the order and inform the customer of its acceptance or rejection based on the conditions mentioned above.

3. Product Return: If the order is accepted, instructions will be provided for returning the product to the store.

4. Product inspection: After receiving the product, it will be inspected to ensure it meets the exchange or return requirements.

5. Order processing: After confirming the conditions, the product will either be replaced or its value will be refunded to the customer according to the original payment method.


comments:


  1. Processing returns or exchanges may take up to 7-12 business days.
  2. Return shipping fees may be deducted from the refund amount, unless the reason for the return is a mistake on the part of the store.
  3. Momacha store reserves the right to refuse an exchange or refund request if the aforementioned conditions are not met.


For any further questions, please contact customer service directly.

Thank you for shopping at Matcha Store, and we always look forward to providing the best possible service.


Phone number: +966535578177

Email: [email protected]