Exchange & Return Policy

Return and Exchange Policy – UNSEEN

At UNSEEN, we are dedicated to providing a clear and fair shopping experience, strictly complying with the applicable laws and regulations of the Kingdom of Saudi Arabia. Our goal is to ensure customers receive products that match their orders, with all exchange and return requests processed transparently and respectfully.

First: Returns and Cancellation of Purchase

Customers have the right to request contract cancellation and return a product within seven (7) days following the date of receipt, provided the product has not been used and no benefit has been derived from it, in accordance with the E-Commerce Law and relevant regulations, subject to statutory exceptions.

To initiate a return, please contact UNSEEN Customer Service with your order number and the reason for return.

For returns based on a change of mind, the product must be unused, unwashed, unaltered, and free of any damage caused by the customer. Please return the product with its original packaging and accessories whenever possible.

UNSEEN reserves the right to inspect the product upon receipt to verify its condition and eligibility for return, without prejudice to any statutory rights of the customer.

In cases of return due to a change of mind, the customer shall bear the costs resulting from contract cancellation as prescribed by law, unless agreed otherwise.

Second: Exchanges and Size Changes

Customers may request to exchange a product for a different size or item. Optional exchange approval depends on product condition, item availability, and the terms outlined in this policy.

Due to the limited availability of certain items and sizes, a replacement may not be immediately available. In such cases, we will inform the customer regarding availability and expected timeframe prior to confirming the exchange.

If additional shipping costs arise from an optional exchange, the customer will be notified of the actual cost and shipping mechanism before order confirmation. No exchange will be processed based on undisclosed extra charges.

The terms of optional exchanges outlined here do not affect any statutory right of the customer to cancel the contract or return a product when legal conditions are met.

Third: Defective or Non-Conforming Products

If a product arrives defective, damaged, or non-conforming to the order or agreed description, please contact UNSEEN Customer Service as soon as possible, providing your order number and photos or video illustrating the issue if available.

We will review the case, verify the nature of the issue, and resolve it in accordance with applicable laws and regulations.

If the defect or non-conformity is proven to be the store's responsibility, UNSEEN will bear all associated costs to remedy the situation in line with the customer's statutory rights.

Terms regarding change-of-mind returns or optional exchange fees shall not diminish customer statutory rights regarding defective or non-conforming items.

Fourth: Used or Damaged Products

Standard returns due to a change of mind will not be accepted for items that have been used, washed, altered, or damaged by the customer, subject to statutory rights regarding defects and non-conformity.

Product condition will be assessed upon receipt, and the customer will be informed of inspection results if any issues affecting the request arise.

Fifth: Refunds

Upon approval and completion of the return process, eligible refunds will be processed in accordance with applicable laws and regulations using the original payment method, unless the customer explicitly agrees to an alternative method in line with the law.

Any applicable fees under the law and this policy will be clearly communicated to the customer prior to completing the process, and no additional fees will be charged solely for issuing the refund.

Sixth: Customer Support & Inquiries

For questions regarding returns, exchanges, or order status, please contact UNSEEN Customer Service with your order number and details of the request.

We are committed to reviewing every request carefully and handling it with fairness and clarity.

Note: All return and exchange requests are subject to inspection, verification of product condition, and compliance with the laws and regulations of the Kingdom of Saudi Arabia. This policy is not intended to limit or diminish any statutory customer rights.