Return and Exchange Policy

1. Preamble

This policy governs the provisions for the exchange and return of products sold by Antika, and it constitutes an integral part of the Terms and Conditions. This policy applies without prejudice to the statutory rights of the consumer in accordance with the applicable laws and regulations in the Kingdom of Saudi Arabia.

2. Return Period

The customer has the right to request a return for eligible products within two (2) days from the date of receipt, in accordance with the conditions set forth in this policy.

3. Exchange Period

The customer has the right to request an exchange for eligible products within five (5) days from the date of receipt, in accordance with the conditions set forth in this policy.

4. Conditions for Accepting Return or Exchange Requests

To accept a return or exchange request, the following conditions must be met:

The product must be in its original condition as received.
The product must not have been used, installed, had its packaging damaged, or lost any of its accessories, tags, or documents.
The product must be accompanied by the invoice or proof of purchase.
The product must arrive at Velvet in a sound condition that allows it to be resold, unless the request is due to a manufacturing defect or an error caused by Velvet.
Velvet reserves the right to inspect the product before final approval of the return or exchange to ensure compliance with the conditions of this policy.

5. Cases Where Returns or Exchanges Are Not Allowed

The customer is not entitled to return or exchange the product in the following cases:

If the product was manufactured at the request of the customer, according to specifications specified by them, or was specially tailored or modified for them. An exception is made if the product has a defect or violates the agreed-upon specifications.
If the product falls under standard tailoring or custom tailoring, and its manufacturing, preparation, or ordering of raw materials for the customer has already commenced.
If the product has been used, installed, or utilized in any way.
If the defect or damage is a result of misuse, poor storage, transportation, or installation by the customer or an unauthorized party.
If the product is part of final, discounted, or clearance sales, unless it contains a manufacturing defect or a substantial non-conformity.
If the request pertains to a service that has already been executed, initiated, or utilized.

6. Damaged, Defective, or Non-Conforming Products

In the event that the product arrives damaged, contains a visible manufacturing defect, or does not conform to the approved order, the customer must contact Velvet within 24 hours of receipt, attaching clear photos and details of the issue.

In this case, and after verification, Velvet shall bear the costs of the appropriate remedy depending on the situation, whether it involves an exchange, return, repair, or any other solution Velvet deems appropriate.

7. Shipping Costs for Returns and Exchanges

If the return or exchange request is due to a change of mind, color, size, or any personal reason not attributed to an error by Velvet or a defect in the product, the customer shall bear the round-trip shipping costs and any additional fees resulting from the process.
If the order was placed under a free delivery promotion and the customer requests a return for a personal reason, the original delivery cost and the return shipping cost will be deducted from the amount due to the customer.
If the return or exchange request is due to a manufacturing defect, an error in the product, or non-conformity with approved specifications, Velvet shall bear all associated costs after verification.

8. Request Submission Mechanism

To submit a return or exchange request, the customer must:

Contact Velvet through official channels within the specified timeframe.
Provide the customer service team with the order number or invoice.
Explain the reason for the request and attach photos if necessary.
Follow the receipt, delivery, or return instructions specified by the customer service team.

Note: The submission of a request does not constitute final approval until it has been reviewed and verified against the conditions of this policy.

9. Product Inspection

Upon receiving the returned product or the item intended for exchange, Velvet will inspect it to verify its condition and compliance with the policy terms. The decision to accept or reject the request will be based on the results of this inspection.

10. Refunds

Upon approval of the return request, the eligible amount will be refunded to the customer after deducting any applicable costs or fees in accordance with this policy.
As a general rule, the amount will be refunded using the same payment method used when completing the order.
However, after seven (7) days from approving the refund request—or in cases where it is impossible to complete the refund via the original payment method, or if it is delayed due to operational, technical, or payment service provider reasons—Velvet may adopt an alternative method to process the due amount as it deems appropriate for the case, including:
- Adding the amount to the customer's wallet in the store.
- Issuing a discount code or store credit.
- Providing appropriate compensation.
- Any other processing method approved by Velvet.
This will be carried out without prejudice to the statutory rights of the customer, and the customer will be notified of the approved method used to process the refund.
The refund will be processed within 7 to 14 business days from the date of approving the request, receiving, and inspecting the product.
Amounts paid via Visa/Mastercard may take longer to reflect with the bank or service provider, up to 7 to 21 business days, depending on the financial institution's policies.

11. Cancellation Before or After Shipping

The customer may request to cancel the order before it is shipped or before its execution begins, and the request will be processed based on its current stage.
An order cannot be canceled if it consists of standard or custom tailoring products, or orders whose execution, manufacturing, raw material ordering, or preparation for the customer has already begun, except in cases decided by Velvet or in a manner that does not violate applicable statutory rights.
If the order is canceled after it has been handed over to the shipping company, the shipping fees and any associated return or recovery fees, if any, will be deducted.
If the shipment is not received for reasons related to the customer (such as an incorrect address, incorrect mobile number, lack of response to the shipping company, or refusal of receipt without a legitimate reason), shipping fees and any resulting additional fees will be deducted.

12. Order Cancellation by Velvet

Velvet reserves the right to cancel an order and refund the paid amount to the customer in the following cases:

Unavailability of the product.
Inability to fulfill the order.
An obvious error in the price, description, or specifications of the product.
An issue with the order data or the payment method.
Suspicion of misuse or fraud.

In the event of a partial cancellation due to the unavailability of one of the products, the remainder of the order may be shipped, and the value of the unavailable product will be refunded. This will be conducted without prejudice to the statutory rights of the customer, who will be duly notified.

13. General Provisions

Velvet’s acceptance of a return or exchange in a specific instance does not constitute an obligation to accept all similar cases in the future. Each request is subject to its own review and specific circumstances.
This policy complements the Terms and Conditions. In the event of a conflict, the clause most specific to the case under request shall prevail, without prejudice to the statutory rights of the consumer.