Delivery, Return, Exchange, and Refund Policy
Thank you for shopping online with aDawliah Music & Audio Instruments.
We are committed to providing our valued customers with a reliable and convenient shopping experience. Our team is available to assist you throughout the delivery, return, exchange, and refund process to help ensure your complete satisfaction with your purchase.
1. Delivery Service
1.1 Delivery Information
We understand that you are eager to receive your order, and we will make every reasonable effort to prepare and deliver your shipment as quickly as possible.
Delivery times may vary depending on:
- Product availability
- Delivery location
- Product size and weight
- Courier availability
- Public holidays and other circumstances beyond our control
For questions regarding delivery schedules, please contact us at:
Email: orders@adawliah.com
2. Cash on Delivery Orders
2.1 Order Confirmation
For Cash on Delivery orders, we may contact the person who placed the order to confirm the shipment.
We reserve the right to cancel an order when we are unable to contact the customer or when the customer does not confirm the order.
2.2 Priority of Prepaid Orders
Where only one unit of a product is available, priority may be given to a confirmed prepaid order over a Cash on Delivery order.
In such circumstances, we reserve the right to cancel the Cash on Delivery order and will notify the affected customer.
2.3 Large or High-Cost Deliveries
Certain products may require special delivery arrangements because of their size, weight, or high shipping cost.
We may require the customer to pay part of the product value before shipment. We reserve the right to cancel the order if the customer declines to make the required advance payment.
2.4 Refunds for Cash on Delivery Orders
Approved refunds for Cash on Delivery orders will be made by bank transfer.
The refund may take up to 21 days from the date on which we receive:
- The returned product
- The customer’s complete bank and identification details
- Any other information required to process the refund
3. Returning or Exchanging a Product
To request a return or exchange, please contact us at:
Email: orders@adawliah.com
Please include the following information in your request:
- Order number
- Customer name
- Contact information
- Product name
- Reason for the return or exchange
- Photographs or videos of the product, where relevant
- The replacement product requested, where applicable
Depending on the circumstances, the product may be handed to the assigned courier or returned using another method approved by our customer service team.
4. Return Policy
Subject to Article 13 of the Saudi E-Commerce Law and Articles 7–11 of its Executive Regulations, customers may terminate the purchase contract and return an eligible product under the conditions stated below.
4.1 Return Period
A return request must be submitted within seven days from the date the product is received.
4.2 Return Conditions
To qualify for a return:
- The product must be unused.
- The product must be in the same condition in which it was received.
- The product must be returned in its original packaging.
- The original receipt, digital invoice, or other valid proof of purchase must be provided.
- The product must include all original accessories, manuals, labels, and complimentary items supplied with it.
4.3 Customer-Initiated Returns
When a return is requested solely because the customer has changed their mind and the product is not defective, damaged, incorrect, or otherwise non-compliant, the customer will be responsible for:
- The original delivery cost from the store to the customer
- The return shipping cost from the customer to the store
These costs may be deducted from the total refundable amount, including where the original order qualified for free shipping.
4.4 Inspection of Returned Products
All returned products are subject to inspection.
A return may be rejected, or the refundable amount may be reduced, if the product:
- Has been used
- Is damaged after delivery
- Is missing parts or accessories
- Is not in its original packaging
- Shows signs of misuse or improper handling
- Does not otherwise satisfy the conditions of this policy
This does not affect any mandatory rights available to customers under applicable Saudi Arabian law.
5. Exchange Policy
Subject to Article 13 of the Saudi E-Commerce Law and Articles 7–11 of its Executive Regulations, customers may request an exchange under the following conditions.
5.1 Exchange Period
An exchange request must be submitted within 10 days from the date the product is received.
5.2 Exchange Conditions
To qualify for an exchange:
- The request must be submitted by email.
- The request must be sent to orders@adawliah.com.
- The product must be unused.
- The product must be in the same condition in which it was received.
- The product must be in its original packaging.
- A receipt, digital invoice, or other valid proof of purchase must be provided.
- All accessories, manuals, labels, and complimentary items must be included.
5.3 Customer-Initiated Exchanges
When an exchange is requested solely because the customer prefers another product and there is no defect or error in the original product, the customer will be responsible for:
- The original delivery cost
- The return shipping cost
- The delivery cost of the replacement product
- Any difference in price between the original and replacement products
These costs may be deducted from the order value or collected separately, including where the original order qualified for free shipping.
5.4 Product Availability
An exchange is subject to the availability of the requested replacement product.
Where the requested product is unavailable, we may offer:
- Another suitable product
- Store credit, where available
- A refund in accordance with this policy
6. Return and Exchange Process
6.1 Submitting a Request
To request a return or exchange, email orders@adawliah.com and provide the relevant order and product details.
For exchanges, please clearly identify the replacement product you require.
6.2 Product Collection and Inspection
Our customer service team will arrange the return where applicable.
Once the product is received, it will be inspected to confirm that it meets the conditions of this policy.
6.3 Replacement Shipment
Where an exchange is approved and the requested product is available, the replacement will be prepared and shipped after the original product has been received and successfully inspected.
6.4 Processing Time
Returns and exchanges handled through shipping may take approximately 10 to 14 business days from the date the request and returned product are received.
Processing times may vary depending on the delivery location, product inspection, replacement availability, and courier operations.
7. Order Cancellation
To request the cancellation of an order, contact us as soon as possible at:
Email: orders@adawliah.com
An order can generally be cancelled only before it has been shipped or handed to the courier.
Where an order has already been shipped, it may need to be handled as a return and may be subject to applicable delivery and return charges.
8. Refund Process
Once we receive the returned product, it will be inspected.
We will notify the customer of whether the refund has been approved or rejected. Approved refunds will be processed using one of the methods described below.
9. Credit Card Refunds
When a refund to a credit card is approved:
- We will initiate the refund to the original card used for the purchase.
- The amount will generally appear within 10 to 14 business days.
- The exact processing time will depend on the policies and procedures of the customer’s bank or card issuer.
We are not responsible for additional processing delays caused by the bank, payment gateway, or card issuer after the refund has been initiated.
10. Refunds by Bank Transfer
For refunds by bank transfer, the customer must provide their bank account details through:
Email: orders@adawliah.com
The required details may include:
- Account holder’s name
- Bank name
- IBAN
- Account number, where required
- Order number
- Other information needed to verify the beneficiary
Once the refund has been approved and complete details have been received, the transfer will generally be initiated within 48 to 72 hours.
The time required for the amount to appear in the account may depend on the receiving bank.
11. Refunds by Bank Cheque
Where available and approved, refunds may also be issued by bank cheque.
The cheque may be delivered to the customer’s registered address through our courier service.
Processing and delivery may take up to 14 business days from the date the refund is approved and the returned product has been received and inspected.
12. Shipping Costs
Shipping costs will be handled according to the reason for the return or exchange.
12.1 Defective, Damaged, or Incorrect Products
Where the product is confirmed to be defective, damaged before delivery, or different from the product ordered, aDawliah will bear the reasonable return or replacement shipping costs, subject to inspection and applicable law.
12.2 Change-of-Mind Returns or Exchanges
Where the return or exchange is based solely on the customer’s preference and the product has no defect, the customer will bear the applicable delivery and return shipping costs.
13. Non-Returnable or Restricted Products
Certain products may not be eligible for return or exchange where permitted by applicable law, particularly when they:
- Have been used or damaged after delivery
- Are missing packaging, accessories, or components
- Were made or configured according to the customer’s specifications
- Cannot be resold for health, hygiene, licensing, or copyright reasons
- Are digital products, downloadable content, software, or activation codes that have been accessed or activated
- Fall within another exception permitted under applicable law
Any product-specific restrictions should be reviewed before completing the purchase.
14. Contact Us
For questions or concerns about deliveries, returns, exchanges, cancellations, or refunds, please contact us and include your order details.
Email: orders@adawliah.com
