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Rules for cancellations, refunds, replacements, missing items and returns
Last updated: [insert date]
This policy explains when a paid wholesale order is normally final and the limited circumstances in which Aswaqi may correct, replace, credit or refund an affected item.
Once an order has been paid and confirmed, the customer generally may not cancel it or demand a refund merely because they no longer want the goods, selected the wrong product, quantity or variant, changed plans, or made another customer-side ordering error, to the extent permitted by applicable law.
If Aswaqi has purchased goods, paid a supplier, begun custom production, reserved stock or incurred non-recoverable costs, those amounts are generally non-refundable. If part of an amount can be recovered, Aswaqi may determine whether a corresponding refund or credit can be provided after legitimate non-recoverable costs, subject to law.
If a paid item was omitted or incorrectly purchased because of a verified Aswaqi error, the customer should provide the order number and reasonable supporting evidence. After verification, Aswaqi may replace or resend the affected item, issue credit, or refund the amount attributable to that item.
If an item is materially defective or materially different from the confirmed description, Aswaqi will review the evidence and, where reasonably available, pursue the supplier's remedy. The outcome may depend on the supplier's policy, the nature of the defect and mandatory legal rights.
Damage, breakage, crushing, loss or mishandling while goods are controlled by an independent logistics provider is not automatically an Aswaqi refund obligation. Where insurance or a carrier claim applies, it is handled under the carrier or insurer process. This does not exclude responsibility that applicable law places directly on Aswaqi.
Minor differences in shade, lighting appearance, packaging details, texture or manufacturing batch that do not materially change the product generally do not qualify for return or refund.
Customers should inspect goods as soon as reasonably possible and preserve packaging, shipping labels and evidence of any alleged issue. Claims should include the order number and sufficient evidence for verification.
Where a refund is approved, it will normally be limited to the approved amount for the affected item or service. Unrecoverable bank, payment-provider, currency-conversion or third-party charges may be excluded where permitted by law.
Nothing in this policy removes any refund, replacement or other remedy that cannot legally be waived.
Related terms: This policy should be read together with Aswaqi's Terms & Conditions and the Shipping & Delivery information displayed on the website.
Legal note: This policy is intended as website business-policy copy and should be reviewed by qualified counsel before publication. Nothing in it removes rights or liabilities that applicable law does not allow the parties to waive or exclude.