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FAQ

There are a number of specific cases where a product cannot be returned:
1- When submitting a return request after the specified time, which is 7 days from the date of receipt
2- When the product is used, damaged, or not in the same condition you received it.
3- Consumer products that have been used or installed.
4- Products without price tags, stickers, original packaging, or lack of any related accessories.
5- Products whose serial numbers have been tampered with or removed.
6-Products that are breakable or used as a hygiene product.
When you receive the package in a damaged condition or not working properly, you can then return the shipment to us in the same condition in which you received it and in the same packaging.
7- For replacement, the customer can obtain a replacement product or refund the purchase value after deducting the value of use and missing accessories if they are eligible, within the rules and legislation of the Ministry of Commerce and Industry in the Kingdom of Saudi Arabia.

When you receive the package in a damaged condition or not working properly, you can then return the shipment to us in the same condition in which you received it and in the same original packaging. As soon as we receive the item, we will check it, make sure the shipping company and warehouse deliver the product to you in proper condition and return the pictures. If there is a defect or damage in it, we will immediately start the procedures to return your money to you, whether it’s paid for the commodity or paid to ship the commodity, and then deliver it to you.
In this case, you can return the item in the same condition and packaging in which you received it and send it to us. As soon as we receive the item, we will immediately start the procedures to return all the money you paid or exchange the product and deliver the requested product.

Of course, you can return that item that you no longer want to buy, we understand the buyer’s right to get exactly what he wants from the goods he wants in addition to the case:

In relinquishing his opinion regarding the purchase of a commodity. In this case, all you have to do is contact us to cancel your order and we will give you a full refund.

If you have received the item, you will be able to return it within 7 days from the date you received it, provided that the item is not:
1- It is included in the list of items that cannot be returned.
2-The product is not included with a label indicating that the merchandise cannot be returned.
3-The product must be returned in the same condition in which it was received with its cover.

You can return any of the clothes or accessories that you purchased within a period of 7 days from receiving them, provided that they are in the same condition in which you received them and within their box, and this commodity shall not be:
1-It is included in the list of items that cannot be returned. 2-The merchandise is not included with a label showing that this merchandise cannot be returned. 3-The merchandise must be returned in the same condition in which it was received with its packaging.
1-When the seller state that the commodity cannot be returned after it has been sold. 2-All goods that fall under the following categories: Underwear – Lingerie – Socks – Computer programs – DVDs and Blu-rays – Pre-purchase cards and subscriptions – Cosmetics and perfumes. In addition to all expendable goods set out in the consumer rights in relation to the return of sold goods.
Under normal circumstances, the shipping agent will contact you within three to seven working days from the date you request the return of the item, but in some cases, it may take up to two weeks for the shipping service provider to receive the item from you.
In the event of some circumstances that prevented you from returning the item within 7 days from the date of receipt, please contact customer service because all complaints submitted in this case are studied independently. In general, all goods that are approved for return must be subject to consumer protection laws and regulations.
According to the instructions of the Central Bank and the Saudi Ministry of Commerce, and after receiving the return through the Quality Control Department, the product must be in its original condition, packaged, and salable so that it has not been opened or destroyed even if it is apparent, knowing that the period of receipt of funds varies from one person to another according to the requirements of the bank. You are dealing with, sometimes it takes a month to get your money back.
Additional fees such as shipping and others, if any, are non-refundable.
At the moment, you cannot directly contact the shipping service provider to schedule an appointment to deliver the item to the representative, but you can specify the time that suits you with the representative when they contact you.
Dokkaner enables you to get your money back in full if the item’s cover is complete in terms of the label and notes on it only. If you lose this packaging, please are requested to contact our customer service team.
You must make sure that the cover is not opened or damaged, and that it is in the same condition that you received it in.
Until now, the return of goods is only done once the website receives the returned goods through one of its approved shipping service providers. The representative of the service provider will contact you to set an appointment to receive the item you wish to return within three to seven working days of your request to return the item.
There is no return fee if the product is in good condition or as it was sent.
Shipping expenses have been deducted in the event of a return before receipt and after the start of the shipping process, also the return amount is deducted in the event that the product is returned for a reason related to the customer “provided that the product is within the categories that are legally allowed to be returned”. The shipping amount is not returnable after shipment even if the customer has refused to receive the product.
It is necessary to return the entire offer and all the goods that were obtained with the offer, otherwise the return process will not be completed.

Orders:

Upon completion of the order procedures, your data will be sent for confirmation and the order number for tracking will be shared via the email registered in it.
We will not be able to complete your order if one of the following happens:
– Check order – Invalid phone number.
– Our team was unable to contact you on the numbers given to us.
– The product is not available in stock, but you will be notified of the problem before canceling the order.
– The order will not be completed if you choose a city name and enter an incorrect address while completing the purchase.
– Payment is pending, however, some transactions may be kept by the payment system in case there is any problem.
– Failure to obtain correct and accurate data when filling in the data, may harm the process of completing the application.
– In the event of a duplicate request in the same time period, our team will ask you to confirm the second-order, otherwise, we will take the initiative and cancel it.
Please note when we are unable to complete the order, it will be canceled automatically, and you will receive an email to let you know.
By e-mail or contacting customer service to cancel the order. Soon one-click cancellation will be provided Cancellation is allowed for 24 hours after ordering without giving any reasons.
The cancellation decision must be made before the shipment is dispatched. Once shipped, the shipping fees are non-refundable.

Shipping:

The main cities are delivered approximately from one to five business days Jeddah, Riyadh, Dammam, Makkah, Medina for other cities, it takes three to nine business days to deliver the order, or according to what is stipulated in the item description. If the order contains a pre-booked item, the delivery of the entire order is subject to the availability of the pre-booked item within its announced delivery period. The customer has the right to cancel any order that exceeds the stipulated delivery days The request may be delayed due to force majeure conditions such as weather factors or natural disasters.
Self-receipt service is provided to customers if the customer wants to receive the order himself through our warehouses or through shipping companies.