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Exchange and Return Policy

At Home Equation, we strive to provide exceptional, high-quality furniture pieces. Due to the nature of our business, which relies on importing and manufacturing luxurious, limited-quantity designs specifically for our customers from our factories in Turkey, the Refund and Return Policy has been carefully prepared to comply with the regulations of the Ministry of Commerce in the Kingdom of Saudi Arabia to protect the rights of both parties (the store and the customer).

1. Order Cancellation Policy (Before Shipping or Manufacturing)

Because our products go through a series of processes (approval, manufacturing, and international shipping), the cancellation policy is strictly time-bound:

  • Cancellation Grace Period: The customer has the right to cancel the order and receive a full refund without any fees within (only 24 hours) from the time of completing the payment and confirming the order.

  • After 24 Hours: We apologize for not accepting any order cancellation or refund requests, as the order will have actually entered the execution and manufacturing phase with our partners in Turkey, or it has been reserved and prepared for shipping.

2. Cases Where Replacement or Return is Accepted

The establishment commits to the return or replacement process (bearing all domestic shipping costs) in the following two cases only:

  1. Receiving the Wrong Product: If a product arrives that differs from the specifications (main color, model, written size) mentioned in the invoice.

  2. Fundamental Damage or Manufacturing Defect (Before Installation): If there is a manufacturing defect that affects the use of the piece and is discovered during the delivery process before the delivery team leaves.

  • Basic Condition: Any damage or defect must be reported within a maximum period of (3 days) from the date of delivery, accompanied by clear photos and videos explaining the defect to the customer service representatives.

3. Cases Where Return or Replacement is Strictly Not Accepted (Disclaimer)

Based on consumer protection laws for custom-made products ordered by the customer, please be aware that return or replacement is not permitted in the following cases:

  • Change of Mind or Lack of Desire: The customer does not have the right to request a return or replacement simply for changing their mind, the piece not fitting the home decor, or the customer's error in estimating the sizes indicated on the website.

  • After Signing the Delivery Notice: The delivery team's departure from the delivery site and the customer's (or their representative's) signature on the receipt is considered a conclusive legal acknowledgment that the products were delivered in 100% sound condition. No complaints regarding scratches, breaks, or shortages will be accepted after this signature.

  • Receiving in (Closed Carton): If the customer insists on receiving the product in its original packaging and refuses to have our team unpack and install it, they bear full responsibility for any damage discovered later during personal unpacking or installation.

  • Changing the Color: The customer does not have the right to request a change in the color of the sold goods after the invoice is issued and the order is confirmed by 24 hours.

  • Discounted Products: All products purchased during discount periods, clearance, using discount coupons, or (last piece) items are strictly non-refundable and non-replaceable.

  • Health Products: Mattresses, pillows, bedsheets, and covers cannot be returned once received due to health and regulatory reasons.

  • After Installation or Merging: No product can be returned after it has been installed at the customer's site, or if the product has been merged with other elements in a way that it cannot be restored to its original condition.

4. Handling Mechanism for Minor Defects (Non-Fundamental)

If a simple superficial defect appears (not visible to the naked eye and does not affect the durability, use, or aesthetics of the product in any way), the establishment follows this procedure:

  • The customer is transparently informed of the defect before completing the delivery.

  • Option One: If the customer agrees to receive the piece, they will be granted a compensatory discount not exceeding (10%) of the basic value of the damaged piece.

  • Option Two: If the customer refuses, the establishment is obligated to provide a new replacement piece, bearing in mind that the customer understands and agrees to the length of time required for remanufacturing and international shipping (which may take from 50 to 85 days).

5. Refund Mechanism (in Approved Cases)

If the order cancellation is approved (within 24 hours) or a refund is approved for a product with an irreparable manufacturing defect:

  • The due amount will be transferred to the customer using the same original payment method used during the purchase (Credit Card, Mada, Bank Transfer).

  • The refund process usually takes from (7 to 14 business days) depending on the policies of the banks and electronic payment gateways, and the establishment bears no delay resulting from banking procedures.

6. Special Conditions for Returns and Installment Payments (Tamara)

Given that we offer installment services through our partners, valued customers are kindly requested to note the following conditions:

  • Refund Mechanism: Home Equation's return and exchange policy applies when purchasing using "Tamara". However, products purchased using Tamara cannot be refunded in cash or via gift cards. Refunds of financial amounts are exclusively processed through the customer's account and platform in Tamara.

  • Administrative Fees (Non-Refundable): Administrative fees will be added by Tamara when choosing to split the invoice into 4 installments or more (no administrative fees are added when splitting the invoice into 2 or 3 installments). These administrative fees are added upon payment on the Tamara page/application. These administrative fees are strictly non-refundable, as they cover the costs associated with processing and executing orders. For more information about the application of administrative fees, please contact the Tamara team directly.

  • Payment and Installment Terms: The Tamara payment option cannot be combined with any other payment option. If Tamara is chosen as the payment method, the full invoice value must be paid using Tamara only. Note that the invoice value may be divided into unequal installments based on the customer's credit history and credit evaluation. You can contact Tamara for more information.

  • Customer Obligations: The customer must use the mobile number registered in the (Absher) system to complete the purchase process using Tamara. The customer must also settle all due payments with Tamara on time.

  • Store Disclaimer: Home Equation will not be liable for any obligations or claims of any kind that the customer may face which may be related to the customer's account or payment in the Tamara application. For technical problems in the Tamara application or website, please contact Tamara's customer service team.

7. General Provisions

  • Modification of Terms: Home Equation reserves the absolute right to suspend, cancel, or modify any of these terms and conditions and return policies at any time without prior notice.

  • Governing Law: These special terms and conditions and their amendments from time to time are governed by the laws and regulations of the Kingdom of Saudi Arabia and are exclusively subject to the judicial jurisdiction of its courts.

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