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At NAFA CENTER, we value your trust and always strive to meet your expectations - Your feedback and complaints are the compass that guides the development of our services - Therefore, we have established a clear and transparent mechanism for handling them to ensure your rights are protected and your time is respected.
I. Official Communication Channels
To contact us and submit complaints or suggestions, please use the contact information (Email and Phone Number) displayed at the bottom of this page (Store Footer).
II. Required Information for Faster Processing
To help us assist you quickly, please provide the following details when submitting a complaint:
Order Number.
Full Name.
An accurate description of the issue.
Illustrative photos or videos (if available).
III. Response & Resolution Times
Initial Acknowledgment: We confirm receipt of your complaint within a maximum of 24–48 business hours.
Final Resolution: We aim to resolve all complaints within 3 to 5 business days.
(Note: If the complaint requires intervention from external parties, such as shipping companies or agents, the duration may extend slightly, and we will keep you updated).
IV. Handling Specific Complaints
Shipping & Delivery Complaints: In case of delays or damaged arrivals, we coordinate directly with the shipping company and follow up until the order is received or you are compensated according to our published Return Policy.
Quality & Product Complaints: If the complaint relates to product quality, it is referred to our quality team for inspection. If a manufacturing defect is proven, the product will be replaced or its value refunded immediately.
V. Suggestions & Development
We welcome all suggestions that contribute to improving NAFA CENTER.
All ideas are studied by management, and we make sure to appreciate our customers who provide constructive initiatives.
VI. Confidentiality & Customer Obligations
Confidentiality: We are committed to maintaining the confidentiality of your data and the content of the complaint, and we do not circulate it outside the specialized team.
Customer Commitment: We appreciate your cooperation in providing correct information and using appropriate language. The store reserves the right to ignore any complaint that includes verbal abuse or inappropriate discourse.
VII. Escalation & Legal Framework
Escalation: If you are not satisfied with the proposed solution, you have the right to request the escalation of the complaint to senior management for review and a final decision.
Approved Language: Arabic is the official language approved for receiving and processing all complaints and correspondence.
Legal Jurisdiction: In the event that a mutually satisfactory solution cannot be reached, the complaint is subject to the laws and regulations of the Kingdom of Saudi Arabia.
Policy Effective Date: March 01 2026