Exchange and Return Policy

Exchange and Return Policy - Excellence Plus Store

"At Excellence Plus Store, we are committed to exchanging or returning products within 7 days of receiving the order, provided that the product is in its original condition and packaging. The customer bears the shipping costs specific to the reason for the return, and the refund will be issued via the original payment method after the product has been inspected."

1. Standard time periods

  • Right of cancellation and replacement: The customer has the right to replace or return the product within 7 days only from the date of receipt, and no request will be considered after this period (according to Article 13 of the Electronic Commerce Regulations).
  • Reporting of defects and breakages: Any manufacturing defect, breakage resulting from shipping, or receipt of the wrong product must be reported within 24 hours of receipt, as we rely on the shipping company's tracking data to determine the actual time of receipt.

2. Conditions for accepting a replacement or return request

  • The product must be in its original condition (unused, unassembled or uninstalled, in factory packaging).
  • Attach the electronic invoice and all accessories and gifts, if any.
  • Additional charges: If the package is opened without using the product, a testing, sterilization and packaging fee of up to 30% of the product value will be applied (due to the nature of the technical products and the need for safety re-checking).

3. Financial responsibility and shipping costs

  • Store error or manufacturing defect: The store will bear all shipping costs (round trip) and compensate the customer.
  • Change of opinion or size: The customer bears the full shipping costs, in addition to:
  • Payment gateway fees for Mada, Visa, Mastercard, and Apple Pay
  • The "cash on delivery" service fee (2 riyals) is non-refundable.
  • International exchange: The consumer bears all shipping costs, fees, and delivery of the product to the shipping company in his country.

4. Cases where exchange or refund is not allowed (exceptions)

Based on the terms and conditions, the following are excluded from the right of refund:

  1. Special orders: Products that have been modified or manufactured based on the customer's request.
  2. Misuse: Damage resulting from (accidents, incorrect jumping, collision, or improper maintenance).
  3. Consumable parts: Wheels, bearings, and brakes that have been affected by normal use.

5. Refund Mechanism

  • The returned product is inspected immediately upon arrival at our warehouses in Riyadh.
  • The amounts will be refunded via the same original payment method (Mada, Visa, Mastercard, Apple Pay or bank transfer for cash payment).
  • The refund process takes 7 to 14 business days , and may extend to 30 days depending on the policy of the card-issuing bank or installment service provider (Tabby/Tamara).

6. Delivery delay

According to clause (10) of the policy and clause (6) of the terms: If the order is not received within 15 days from the shipping date due to a logistical delay, the customer has the right to cancel the order and receive a full refund.

7. Official application channels

To ensure your request is processed within 3 business days, please contact us via:

Preferred method (email): [email protected]

WhatsApp and phone support: +966559032548

Telegram: @altmezplus

  • Required: (Order number - Clear pictures of the product and carton - Reason for order).
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