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 One:
time period
- Without prejudice to the terms of the contractual and statutory warranty, the customer is entitled to request an exchange or return within 3 business days of receiving the order. The customer is not entitled to request an exchange or return after this period.
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.
- Cosmetic products: For reasons of hygiene and public health, cosmetic products cannot be exchanged or returned once opened or used, except in the case of a manufacturing defect.
- Right of inspection: The "Queen Lily" store has the right to inspect the product before completing the exchange or return process.
- Request rejection: A replacement or refund request will be rejected if the product is used, damaged, or not in its original condition, or if there is any suspicion of improper storage of the product by the customer.
Article Three:
The refund mechanism (in case of change of opinion)
- Requesting a Return: 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 warehouses, which is 27 Saudi Riyals (for local shipping).
- International shipping: In the case of international returns, the customer bears the full costs of shipping and delivering the product to the shipping company.
- Refund Mechanism: After receiving, inspecting and confirming that the product meets the requirements, the product's value (after deducting 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 opinion)
- Requesting a replacement: The customer must contact customer service to request a replacement within the specified period.
- Shipping fees: The customer is responsible for the shipping costs associated with the exchange, which are:
- 27 Saudi Riyals (for returning the product to be exchanged).
- 27 Saudi Riyals (for shipping the replacement product).
- Total: 54 Saudi Riyals (for local shipping).
- International Shipping: In the case of international exchange, the customer bears the full costs of returning the product and shipping the replacement product.
- Replacement process: The replacement product will be shipped after the returned product has been received, inspected, and confirmed to meet the requirements.
Article Five:
Defective or damaged products (or error from the store)
- If the customer receives a damaged product, a product with a manufacturing defect, or a product different from what was ordered, they must inform customer service immediately (within 3 working days) and attach clear photos showing the condition.
- In this case, the "Queen Lily" store will bear all shipping costs.
- The customer has the option of either replacing the product with a new, undamaged one, or receiving a full refund.
- Refund mechanism (for defective products):
- For wallet/coupon: If the customer wishes to add the balance to their wallet in the store, this will be done within 3 working 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 working days from the date we receive the returned product.
Article Six: For inquiries, exchange or return requests, please contact us via:
