Return and exchange policy

Exchange and Return Policy

1- In the event of a product return request without a reason or defect in the product, the full shipping fees will be deducted from and to the customer, as well as the preparation, matching, and packaging fees, estimated at 50 riyals if the delivery is within Jeddah and 100 riyals if the order is outside Jeddah and within Saudi Arabia, regardless of the product's value and even if shipping is free upon request. For orders outside Saudi Arabia, the shipping cost will be deducted according to the full cost from and to Al Faisal Motors store.

2- A product can be returned for any reason or defect, subject to the previously mentioned fees, provided it is unused, unopened, in its original condition, and undamaged, and is eligible for return. All conditions mentioned here apply.

3- Al Faisal Motors guarantees that the consumable parts are original from the company authorized by the buyer, and that the part fits and is suitable for the car for which the part is required if the chassis number is sent by the buyer. It is not considered a defect in the product if the customer was unable to install the product if there was a change in the specifications or chassis of the car.

4- If the product has a warranty period, it will be mentioned in the product statement along with the warranty details.

5- A product return request must be submitted within seven days of the date of receiving the order via the website's technical support or contact number.

6- The refund amount will be returned within five working days from the date we receive the product in good condition and according to the conditions, and it will be transferred via bank transfer or another method as agreed.

7- Al Faisal Motors store has the right to refuse a return request that does not meet the conditions, and the customer shall bear all associated costs.

8- A return receipt will be sent to the customer after agreeing on the return request. The customer must print it and hand it over to the nearest branch of the shipping company, packaging it in a safe and appropriate manner.

9- In the event that you receive an order or product that does not conform to what is required, or is different, incomplete, or defective, please inform us within seven working days to resolve the issue. Otherwise, from the date the customer receives the shipment, and within seven days, it will be considered as final and complete receipt without defects.

10- Orders are delivered to the shipping company within one working day and a maximum of seven working days for ready-made orders, excluding special orders, for example, custom orders or pre-orders.

11- The order may be delayed for reasons related to the customer himself, such as his not being present at the delivery location, not answering the delivery representative’s call, or requesting a change of the delivery address. In such circumstances, neither the store nor the delivery company is responsible for the delay.

12- The expected delivery time is an estimate, and we will do our best to get your order to you as quickly as possible, but the order may be delayed for reasons beyond the store's control.

13- The store may change the shipping company chosen by the customer in some cases as necessary.

14- After the order has been shipped, the customer cannot modify or cancel it.

15- After the order is shipped, the customer is responsible for following up with the shipping company to ensure it is received on time.

16- If the customer does not receive a message with the tracking number, it is the customer’s responsibility to contact us (Al Faisal Motors Store) to provide him with the tracking number and help in tracking the order. However, if the order is returned to us, the order will be resent with the customer being charged 35 riyals, which is the reshipping fee, or the order value will be refunded with a 50 riyal discount.

17- The customer has the right to cancel the order before the shipment is delivered to the shipping company.

18- The customer has the right to receive the order from the shipping company within a maximum period of 5 days from the date the order arrives in his city.

19- In the event of a delay in receiving the order from the customer, the store has the right to deduct the shipping and processing fees from the value of the product in the event of exchange or return.

20- We do not accept requests to return electronic or electrical spare parts, or xenon and LED bulbs.

21- Return requests for products that were specially ordered, customized to the customer’s request, or pre-ordered with a deposit will not be accepted unless there is a delay in delivery of 15 days beyond the period specified to the customer as the date for receiving the order.