Return & Exchange

At Party and Story, we are committed to providing an excellent and satisfying shopping experience. We understand that there may be times when you need to return or exchange the products you purchased. Our return and exchange policy complies with the regulations of the Saudi Ministry of Commerce and Consumer Protection Law. Please read the details below to understand the terms and conditions regarding product returns and exchanges.

 

  1. Return Conditions

We accept product returns in the following cases:

  • Damaged or defective products: If you receive a product that is damaged or defective, you are entitled to return or exchange it within 7 days of receiving the order.
  • Products not matching the description: If you receive a product that does not match the description or picture on our website, you may return it within 7 days.
  • Incorrect order: If the wrong product is shipped to you, you can return or exchange the product within 7 days.

 

  1. Non-Returnable Products

According to Saudi Ministry of Commerce regulations, certain products cannot be returned or exchanged, including:

  • Used or opened products: Products that have been opened or used cannot be returned unless they are defective.
  • Custom-made or personalized products: Products made or customized specifically to the customer's request cannot be returned or exchanged.
  • Opened beauty and hygiene products: Such as perfumes and cosmetics, unless they are defective or damaged upon receipt.

 

  1. Timeframe for Returns
  • Reporting an issue: Please report any issue related to the products within 7 days of receiving the order.
  • Processing the request: Once the returned product is received, we will review and verify it. If the return is accepted, we will process the exchange or refund.
  • Refund time: If a refund is due, the amount will be credited to the original payment method within 7 to 14 business days after the return is accepted.

 

  1. Refund Conditions
  • Full refund: A full refund will be issued for returned products, provided they are in good condition, unused, and in their original packaging.
  • Additional fees: If the return is due to an error on our part (such as a wrong or defective product), we will cover the shipping and return costs.

 

  1. Exchange Conditions
  • Products that are damaged, defective, or not as described can be exchanged for a new product.
  • Exchanges are subject to the availability of the replacement product. If the replacement product is unavailable, a full refund will be provided.

 

  1. Order Cancellation Policy
  • Before shipping: You can cancel your order and receive a full refund if the order has not yet been shipped.
  • After shipping: If the order has already been shipped, you must wait to receive it and then follow the return procedures outlined above.

 

  1. How to Request a Return or Exchange

To request a return or exchange:

  1. Contact us: You can reach us via email or phone within 7 days of receiving the order.
  2. Provide order details: Please provide your order number, product details, and the reason for the return or exchange.
  3. Return shipping: If the return is approved, we will arrange for the product to be collected through Aramex at no additional cost if the error is on our part.

 

  1. Consumer Rights

Under the Saudi Consumer Protection Law, as a customer, you are entitled to receive products that are free of defects and match the description. We are fully committed to ensuring your rights and providing the necessary solutions for any product-related issues.

 

  1. Special Exceptions

Certain products may be subject to specific terms regarding returns or exchanges:

  • Special offers and discounts: Products purchased under special offers or discounts may be subject to specific return and exchange terms.

 

Contact Us

If you have any questions or concerns about our return and exchange policy, please contact us via: