Return and Exchange Policy

Return and Exchange Policy – Kyan Kids Store (Saudi Arabia)

At Kyan Kids store, we are committed to providing you with the best shopping experience. Therefore, we have established this policy to ensure customer rights and organize return and exchange procedures in a fair and transparent manner.


1. Shipping and Delivery Period

The estimated delivery time for all orders: 3 to 7 days.

Please make sure to receive your order before initiating any return or exchange process.

Exception: For orders delivered by our store representative within Riyadh, the delivery time is 24 to 48 hours.

For more information, please refer to the Shipping & Delivery Policy.



2. Return and Exchange Period

  • Return: Within 3 days from the date of receiving the order.
  • Exchange: Within 7 days from the date of receiving the order.

Exceptions:

For National Day offers or seasonal promotions:

  • Return: Within 1 day from receiving the order.
  • Exchange: Within 3 days from receiving the order.

If the offer includes “Buy one and get a discount/free item,” both items must be returned together.

In case of exchange, the customer bears the shipping cost.

No return will be accepted after the specified period, and no exchange after 7 days from receipt.

Products that have been used or had their labels removed are not eligible for return or exchange.



3.Non-returnable / Non-exchangeable Products

The following products cannot be returned or exchanged:

  • Accessories, perfumes, and personal items
  • Used, washed, or damaged items, or those missing tags or original packaging
  • Custom-made or personalized products



4. Return and Exchange Conditions

  • The product must be in its original purchase condition.
  • Original packaging will not be returned.
  • Orders from outside Saudi Arabia are not eligible for return or exchange.
  • Used, torn, or non-matching items will not be accepted.

Note: If an item is exchanged for one of higher value, the price difference must be paid.



5. Shipping Fees

For exchanges, the customer bears shipping costs for both returning and resending the new product, according to the selected courier:

  • SMSA: 35
  • Aramex: 30
  • Kyan Kids Riyadh representative: 50

The new order will be shipped after the returned product arrives and is inspected.

For more details, refer to the Shipping & Delivery Policy.


In case of return or exchange, the original shipping fees are handled as follows:

  • If the error is from the customer: Shipping fees are non-refundable, and the customer covers all costs.
  • If the error is from the store: The store will cover all shipping costs, excluding the initial order fees.



6. Details for Riyadh Representative Returns

  • 50 will be deducted for the representative’s return service, in addition to the initial delivery fee and any extra charges (e.g., cash on delivery).
  • 50 additional charge applies for exchanging an item (covers both pickup and new delivery).
  • If the new order value is higher, the difference must be paid.
  • The returned product must be in its original condition.



7. For cash-on-delivery orders via SMSA or Aramex:

In case of return, 30 or 35 (depending on courier) + COD fees + return shipping fees (30 or 35 SAR) will be deducted from the refunded amount.



8. Re-shipping Policy

If an order is returned to the store because it wasn’t received by the customer, the customer may request re-shipping.

Condition: Re-shipping fees must be paid before the new delivery.



9. Order Cancellation

Orders cannot be canceled after they have been shipped or marked as “Shipped.”

If the order is not received after shipping, the agreed shipping fees will be deducted, and the remaining amount can be refunded after the package returns to the warehouse.


10. Refund Process

After confirming that the returned product is in its original condition, the refund will be processed through the same payment gateway used for the order.


11. Processing time:

  • Bank accounts: 3–7 business days
  • Credit/debit cards (Visa, MasterCard, STC Pay, etc.): 5–14 business days
  • Apple Pay: Refunds will be sent to the same card used for payment



12. Important Notes

  • Always check the product condition upon delivery.
  • Keep the original packaging to facilitate returns or exchanges.
  • For any inquiries, please contact Customer Service for smooth and quick assistance.


And for further inquiries, please contact us.