سياسة الاستبدال والاسترجاع

Exchange Policy:

1- Without prejudice to the contractual and statutory warranty provisions, the consumer has the right to exchange the product provided by the store within 24 hours of the date of receiving the product. The product cannot be exchanged after 24 hours have passed.

2- Masks, face coverings, hats, caps and makeup are excluded, in line with Ministry of Health guidelines.

3- Exchanges apply to costumes only (only for a different size of the same costume, not for a different costume or any other product).

4- To exchange a product, it must be in good condition, unopened, with its tag and original packaging intact, and the consumer must not have used the product or benefited from it. The store has the right to inspect the product before exchanging it to make sure it is in good condition. The consumer pays the shipping cost if they wish to exchange the product. For international exchanges, the consumer bears the full shipping costs and is responsible for delivering the product to the shipping company. In case of defects or errors, the consumer will be compensated.

The consumer is not entitled to exchange the product in the following cases:

1- If the product was made at the consumer's request or according to specifications they set, except for products that are defective or that do not match the specifications set by the consumer.

2- If the product is an accessory, makeup item, mask or hat, in line with Ministry of Health guidelines.

3- If the product is a newspaper, magazine, publication, book or any other literary work.

4- If a defect appears in the product due to the consumer's improper handling.

5- If the contract concerns the purchase of software downloaded over the internet.

Return Policy:

1- Without prejudice to the contractual and statutory warranty provisions, the consumer has the right to cancel the contract and return the product provided by the store within 12 hours of the date of receiving the product. The product cannot be returned after 12 hours have passed.

2- To return a product, it must be in good condition, with its tag and original packaging intact and unopened, and the consumer must not have used the product or benefited from it. The store has the right to inspect the product before accepting the return to make sure it is in good condition.

3- The consumer bears the costs of the return process. For international returns, the consumer bears the full shipping costs and is responsible for delivering the product to the shipping company. In case of defects or errors, the consumer will be compensated.

The consumer is not entitled to return the product in the following cases:

1- If the product was made at the consumer's request or according to specifications they set, except for products that are defective or that do not match the specifications set by the consumer.

2- If the product is a video tape, disc, CD or software that has been used.

3- Masks, face coverings, hats, caps and makeup cannot be returned, in line with Ministry of Health guidelines.

4- If a defect appears in the product due to the consumer's improper handling.

5- Accessories, makeup, masks and hats cannot be returned or exchanged.

6- If the contract concerns the purchase of software downloaded over the internet.