Firstly, the customer must inform Osus Home of any manufacturing defect or damage within a maximum of 3 days upon receiving the product, provided that the product has been stored under appropriate storage conditions, such as not being exposed to sunlight, high temperature, water, rain, and humidity.
• The customer is not responsible for any shipping fees if the reason for the exchange or return is due to damage or a manufacturing defect.
• The customer must choose another product within 3 days from the date Osus Home receives the damaged product. After this period, Osus Home is not obligated to provide the same product.
Secondly, if the customer wishes to exchange or return the product without any manufacturing defect: Osus Home customers have the right to exchange or return the product provided that the product is packaged, in its original condition, and unused, with the purchase invoice, within 10 days from the date of receiving the product. In this case, the customer bears the shipping expenses to the Osus Home warehouse. After receiving and verifying the product’s compliance with the conditions, the customer can choose one of the following options:
• The customer contacts customer service to request a return and provides the IBAN.
• Refund of the product’s value via a bank transfer, which takes 10 business days.
• Exchange the product with another product within 10 business days.
Thirdly, the following items are excluded from the exchange/return policy:
• Used products.
• Products in a different condition than when purchased.
• Damaged products.
• Products that have been tampered with or have their serial numbers removed.
• Products with damaged labels, original packaging, or missing accessories.
• Products that are prone to breaking or are used as cleaning products.
In case of exchange or return, the original invoice must be presented.
The customer has the right to return the product within 10 business days from the date of receiving the shipment if it has not been installed, provided that the original invoice is available. A return cannot be made after replacing the product.
The return is by carton or roll, not by meter.
The value of the return is transferred only through the customer’s bank account within 10 business days from the date of providing the bank account number for the transfer.
If the customer does not communicate and use the purchase balance within six months, the customer is not entitled to claim any return from the company.
Shipping Policy:
Shipping and delivery cost:
Product shipping is free within our branches in the Kingdom of Saudi Arabia if the invoice value exceeds SAR 1000. If the customer orders less than SAR 1000, a shipping fee of SAR 35 will be charged for all our branches, and we reserve the right to impose shipping fees based on exceptional circumstances beyond our control.
Shipping Mechanism:
If the customer orders the product without installation, it will be shipped to the customer within 3-10 business days.
If the customer orders the product with installation, our customer service will contact the customer to schedule an installation date within a maximum of 20 days from the date of the order.
Order Tracking:
Once your order is confirmed, we will provide you with the shipment tracking number and the shipping company’s name through the email or WhatsApp number you provided during the order. It is your responsibility to track the shipment by contacting the shipping company or their website.