At Queen Lily, we strive to ensure your complete satisfaction with your purchases. We believe in the quality of our products and aim to provide a clear and fair exchange and return process, in accordance with the regulations in force in the Kingdom of Saudi Arabia.
Article 1:
Time period
- Without prejudice to the terms of the contractual and statutory warranty, the customer has the right to submit a replacement or refund request within 3 business days from the date of receipt of the order. The customer has no right to request a replacement or refund after this period has passed.
Article Two:
General Terms and Conditions To ensure your application is accepted, the following conditions must be met:
- Product Condition: The product must be in its original condition, unused, in its original packaging and unopened.
- Cosmetics: For reasons of hygiene and public health, cosmetic products cannot be exchanged or returned once opened or used, unless there is a manufacturing defect.
- Right to Inspection: Queen Li Li has the right to inspect the product before completing the exchange or return process.
- Request Rejection: A replacement or return request will be rejected if the product is used, damaged, not in its original condition, or if there is any suspicion that the product was improperly stored by the customer.
Article 3:
Refund Mechanism (in case of change of mind)
- Submitting the request: The customer must contact customer service to request a return within the specified period (3 working days).
- Shipping fees: The customer bears the shipping cost for returning the product to our warehouse, which is 27 Saudi riyals (for local shipping).
- International Shipping: In the event of an international return, the customer bears all shipping and delivery costs for the product to the shipping company.
- Refund Mechanism: After receiving the product, inspecting it, and ensuring that it meets the conditions, the product value (after deducting the shipping fees) is added to the customer's wallet in the store for use in future purchases.
Article Four:
Replacement Mechanism (in case of change of mind)
- Submitting a request: The customer must contact customer service to request a replacement within the specified period.
- Shipping fees: The customer bears the shipping costs incurred for the replacement, which are:
- 27 Saudi Riyals (to return the product to be replaced).
- 27 (for shipping the replacement product).
- Total: 54 (for local shipping).
- International Shipping: In the case of an international exchange, the customer bears the full costs of returning the product and shipping the replacement product.
- Replacement Completion: The replacement product will be shipped after the returned product is received, inspected, and confirmed to meet the conditions.
Article Five:
Defective or damaged products (or store error)
- If the customer receives a damaged product, one with a manufacturing defect, or a product different from what was ordered, they must notify customer service immediately (within 3 business days) and attach clear photos that illustrate the condition.
- Queen Li Li will bear all shipping costs in this case.
- The customer has the choice between replacing the product with a new one, or receiving a full refund.
- Refund Mechanism (for defective products):
- For Wallet/Coupon: If the customer wishes to add credit to their wallet in the store, this will be done within 3 business days from the date we receive the returned product.
- For card/bank account: If the customer wishes to return the amount to the original payment method, this will be done within 14 business days from the date we receive the returned product.
Article Six: To submit exchange and return requests or for inquiries, please contact us via:
