Last updated on 1-Sep-2024
Terms and conditions of the Return and Cancellation policy. and partial or full refund:
A return or a cancellation can be requested simply because the customer wishes to do so and the terms and conditions of the return or cancellation policy described on this page must be followed and enforced on each and all requests as follows:
1- The agreed method for submitting a cancellation or return request is: By contacting customer service by WhatsApp 0534225664 and email: support-main@lana-designs.com
Order Cancellation and full refund:
2. The customer has the right to submit a cancellation request within a maximum of 4 hours from (time of payment), then we will activate a full refund. .
- Note: After 4 hours of payment, the order cannot be canceled but can be returned after the product reaches the customer (terms and conditions of the Return Policy apply).
Return of product with partial or full refund:
- 3- The return request must be submitted within a maximum of 48 hours from the time the order is delivered.
- 4- The product must be in its original condition, in its original packaging, with the brand label and card attached to the Product and unwashed.
- 5 When the customer receives our message to return the product to the store for inspection: The customer (buyer) must deliver the product to the shipping company.
- 6- Shipping cost to the customer and COD cash on delivery fees are: Non-refundable. (Except if the product does not match the order: for example, a scarf arrives and a T-shirt was ordered).
- 7- Return-shipping cost: To be borne by the customer (buyer), for every two kilograms or less is : SAR 50 for returns from within Saudi Arabia. And SAR 99 for returns from the rest of the Gulf countries. It is deducted from the amount paid. (Except if the product does not match the order: for example, a scarf arrives and a T-shirt was ordered).
- 8- Important Note: After our inspection of the returned product , if we do not accept the return according to the terms and conditions of the return policy, (e.g: If we discover and decide that the returned product is not in its original condition, or is in used condition), in such case we will store the returned product and the customer is entitled to pay the cost of a new shipping expenses (within 60 days from the date we received the product) and the product will be shipped back to the customer in the same condition. The cost of a new shipment to the customer’s address for every two kilograms or less is : SAR 50 for shipping within Saudi Arabia. And SAR 99 for shipping to the rest of the Gulf countries. (Note: After sixty days, we do not keep storage of the returned product, so the customer can not get it back nor get refund).
9. Refund Amout:
- Refund time: After we examine the product and accept the return, the refund will be activated within two working days from the date the product delivered back to us, (Friday and Saturday are not working days). How long it takes to receive your refund depends on your bank system and your payment method at the time of purchase.
- Refund method: Refunds are made in the same method as payment. In some rare cases, we may issue a refund via bank transfer to the same entity that made the payment (e.g.if cash payment was used at purchase).
10- No Return, No Exchange for the following:
- No returns and no exchanges: In products such as veils, scarves, Niqabs, khimar, masks, head coverings, underwear and some accessories (for health concerns and as per consumer protection regulations). .
- Any product that has been customized or modified or made as per the customer’s request can Not be returned nor exchanged. We will clearly indicate in the Description that it is a customized or customer-designed product. (For example, the customer chooses an embroidery pattern to be placed on a T-shirt of specific size).
- A product purchased as part of a set or a group cannot be returned: You must submit a return request for the entire set or group.
- Discounted products and offers cannot be returned nor exchanged.
11- The following can be returned:
- If a product arrives that does not match the written description specification or has a manufacturing defect. Customer Service must be contacted within 48 hours from the product delivery time, and photos of the product that we may request from the customer must be attached to process the return request. Note: After 48 hours of receiving the product, the product is considered intact and conforms to the description and specification.
- Non-conforming product: A product that you received that does not match the written order specifications at the time of purchase (e.g. a T-shirt arrives and the order was a scarf. or Size (Large) arrives and the order was size (Medium).
- Manufacturing defect: note (Excess threads are not considered a manufacturing defect, they can be removed or cut with simple scissors), (some types of embroidery require a lining on the back-side of the fabric to support the embroidery area, that is Not considered manufacturing defect)
- in the event we discovered and decided that the product does not meet the written specifications of the order or has a manufacturing defect and is returned to the store in its original condition, the store’s responsibility will be limited to accepting the return and thus activating a full refund of the amount paid within two working days from the date the product arrives back at the store (Friday and Saturday are not working days). The store also bears the cost of the return shipping cost. The customer (buyer) must hand over the product to the shipping carrier when contacted by us or by the shipping carrier.
Exchange:
1- No exchanges , but you can return (return policy and conditions apply). Then you can buy the replacement product or any other product as you wish.
Modify the Return policy:
We reserve the right to amend or change our policies without notice. However, such amendments will not apply retrospectively to any completed order that was paid prior to the change in our policy.
Shipping Policy
1- The time it takes to process your order before it is shipped:
From two to ten working days depending on the nature and quantity of the order.
2- Shipping and carrier we use:
We currently use smsa. We may later introduce other shipping companies.
3- The time required for the shipment to reach your address:
It depends on the shipping company (usually within three days after the order is processed and shipped).
4- If the customer provided wrong information, such as wrong address:
The customer is responsible for entering his/her data correctly and for any consequences of wrong entries . The store does not bear any responsibility resulting from this, such as late arrival or loss of the shipment or the shipping costs and re-shipping return costs.
5- What happens if the customer did not receive the shipment despite the shipping company’s attempt to contact the customer to deliver the product?
The customer bears the cost of the return-shipping back to the store in addition to the original shipping cost to customer, after these deductions the partial refund of the remaining amount is activated within two working days from the date of arrival of the shipment back to the store. The cost of return-shipping back to store for every two kilograms or less is: SAR 50 for returns from within Saudi Arabia. And SAR 99 for returns from the rest of the Gulf countries.
- This includes all reasons why the customer did not receive the shipment, such as (but not limited to): customer not responding to the shipping company’s communication, incomplete address, or if the customer did not pay the customs fees or any other fees imposed on the shipment by the governmental authorities in his/her country.
6- Additional benefits on the bill of lading:
Some shipping companies offer additional services and benefits such as insurance and indemnity guarantees for shipments, signature delivery, and identity verification of the recipient. If the customer wishes to obtain any of these additional services, he/she must contact our customer service (via WhatsApp before paying for the order). We will contact the shipping company and estimate the cost of the additional service, if applicable, to be paid by the buyer along with the shipping fees.
7- The shipment arrives damaged due to the shipping company fault:
The shipping company must be notified and all claims for damaged shipments must be submitted no later than forty-eight (48) hours from the time of shipment delivery, and failure to comply with these period will forfeit the right to claim compensation for the damage.
The customer must keep the shipment and its contents in the condition in which he received it, until it is examined by the shipping company and recovered back.
8- Delay in shipping transit or loss at delivery:
The store is not responsible for any consequences of the shipping company’s delay in delivering the order. It is the customer’s responsibility to contact the shipping company and find out their policy. The store will cooperate with the customers by contacting the shipping company as well.
The store is not responsible for loss, late delivery or damage as a result of (customer) providing false information, or the Carrier not being able to contact the customer or because the address is incomplete or incorrectly entered by the customer.
9- Changes or Modification of Shipping Policy:
We reserve the right to amend or change our policies without notice. However, such amendments will not apply retrospectively to any completed order that was paid prior to the change in our policy.
The Language:
Arabic is the default and the accepted language in case of any disputes/differences in translations.
