Delivery & Returns
Delivery and Returns Policy
Last Updated: January 2025
This Delivery and Returns Policy (“Policy”) outlines the terms and conditions regarding the delivery and returns of products purchased from MAND. By placing an order on our website www.mand.sa, you agree to abide by the terms outlined in this Policy.
1. Delivery Policy
Shipping Methods and Delivery Times
Standard Delivery: Estimated delivery time of 5 to 14 business days within Saudi Arabia.
Express Delivery: Estimated delivery time of 3 to 5 business days within Saudi Arabia.
The exact delivery time depends on the product, availability, and location of delivery. Delivery times may vary during peak seasons, holidays, or unforeseen circumstances.
Shipping Fees
Shipping fees are calculated at checkout based on the following factors:Delivery Location: Fees vary depending on whether the delivery address is within Jeddah or other regions in Saudi Arabia.
Product Size and Weight: Heavier or bulkier items, such as furniture, may incur additional shipping fees.
Shipping Method: Express delivery incurs a higher fee than standard delivery.
International Shipping
International Shipping Availability: MAND offers international shipping for selected products to certain countries. Shipping fees for international orders will be calculated at checkout and depend on the delivery address and product.
Customs Fees: The customer is responsible for any customs duties, taxes, or fees applied to international shipments.
Order Processing Time
Once your order has been confirmed, MAND will process and prepare it for shipment within 1 to 2 business days. Please note that orders placed on weekends or public holidays may experience delays in processing.
Tracking Your Order
Once your order is dispatched, you will receive a tracking number via email to track your shipment. You can use this tracking number to monitor the status of your delivery.
Delivery Issues
Missing or Delayed Deliveries: If your order has not arrived within the expected delivery timeframe, please contact us within 48 hours of the expected delivery date. We will assist you in tracking your shipment and resolving any issues.
Damaged Items: If your order is damaged upon arrival, please notify us within 24 hours of delivery. We will assist you in arranging a return or exchange.
2. Returns and Exchanges Policy
General Return Policy
Custom Orders: All products that are custom-made, including furniture and personalized items, cannot be returned once the order is confirmed and production has begun. Custom orders typically take 4 to 6 weeks to complete, with some orders requiring up to 6 months, depending on the complexity and production capacity.
Non-Custom Products: For non-custom items, you may be eligible for a return or exchange if the product is in its original, unused condition with all tags attached. Please contact us within 7 days of receiving your order for a return request.
Returns Process
To initiate a return or exchange, please follow these steps:
Contact Us: Reach out to our customer service team via email at [email protected] or call us at +966 55 933 8181 within 7 days of receiving your order.
Return Authorization: Once your return request is processed, you will receive a Return Authorization (RA) number and instructions for returning the product.
Return Shipping: Return shipping fees are the responsibility of the customer, unless the item is damaged, defective, or incorrect.
Inspection: Upon receiving the returned product, we will inspect the item to ensure it meets the conditions for a return. If accepted, we will process the refund or exchange.
Refunds
Refund Method: Refunds will be issued to the original payment method used at the time of purchase. The processing time for refunds may take 7-14 business days, depending on your payment provider.
Non-Returnable Items: Products that are damaged, used, or not in their original packaging are not eligible for a refund or exchange.
Exchanges
If you would like to exchange an item, please notify us within 7 days of receiving your order. We will work with you to find an alternative product. The customer is responsible for any price differences and additional shipping fees that may apply.
Exceptions
Perishable Products: Due to the nature of certain products (e.g., flowers, chocolates), we do not accept returns or exchanges once they have been delivered, unless they are damaged or defective.
Customized Products: As previously stated, customized products such as personalized furniture or design services are non-returnable and non-refundable once production has started.
3. Customer Responsibilities
Accurate Shipping Information: It is the customer’s responsibility to ensure that the delivery address and contact information provided during the order process are accurate and complete. MAND is not responsible for delays or issues arising from incorrect or incomplete information.
Customs and Import Duties: For international orders, the customer is responsible for any additional duties, taxes, or customs fees imposed by the destination country. These fees are not included in the shipping costs and must be paid directly to the authorities.
4. Exceptions and Limitations
MAND is not responsible for delays caused by force majeure events such as natural disasters, strikes, or government restrictions.
We are not liable for lost or stolen packages once they are handed over to the shipping carrier.
5. Contact Us
If you have any questions or concerns regarding our Delivery and Returns Policy, please contact us at:
Email: [email protected]
Phone: +966 55 933 8181
Address: 8560 Prince Sultan St, Jeddah, Saudi Arabia 23523
By placing an order with MAND, you agree to this Delivery and Returns Policy. MAND reserves the right to amend or update this Policy at any time, and any changes will be reflected on this page.
