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Complaints and Suggestions

Complaints and Suggestions Policy for Home-Nava Store | Nava Al-Mutamayizah Trading Establishment

At Home-Nava, we value your trust and always strive to meet your expectations. Your feedback and complaints are the compass with which we develop our services; therefore, we have established a clear and transparent mechanism for handling them in a way that guarantees your rights and respects your time.

First: Official Communication Channels

We receive all complaints and suggestions via:

Second: Data Required for Fast Processing

To enable us to assist you quickly, please provide the following data when filing a complaint:

  • Order Number.

  • Full Name.

  • Accurate description of the problem.

  • Illustrative photos or videos (if any).

Third: Initial Response Time

We confirm receipt of your complaint within a maximum of 24 to 48 business hours from the time it arrives.

Fourth: Final Processing Period

We aim to resolve all complaints within a period ranging from 3 to 5 business days. In the event that the complaint requires the intervention of external parties (such as shipping companies or the agent), the period may extend slightly, and we will keep you in constant contact with every update.

Fifth: Handling Shipping and Delivery Complaints

In the event that the shipment is delayed or arrives damaged, we coordinate directly with the shipping company and follow up on the order until it arrives or compensate you according to the announced return policy.

Sixth: Handling Quality and Product Complaints

If your complaint is related to product quality, it is referred to the quality team for inspection. In the event that a manufacturing defect is proven, the product is replaced or its value is refunded immediately.

Seventh: Suggestions and Development

We welcome all suggestions that contribute to improving Home-Nava. All ideas are studied by the management, and we are keen to appreciate our customers with constructive initiatives.

Eighth: Confidentiality and Privacy

We are committed to maintaining the confidentiality of your data and the content of the complaint and not circulating it outside the scope of the team specialized in solving it.

Ninth: Customer Obligations

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 excessive language.

Tenth: Escalating the Complaint

If you are not satisfied with the provided solution, you have the right to request the escalation of the complaint to senior management to review it again and take the appropriate decision.

Eleventh: Approved Language

Arabic is the official language approved for receiving and processing all complaints and correspondence.

Twelfth: Legal Reference

In the event that a solution satisfying both parties cannot be reached, the complaint is subject to the rules and laws in force in the Kingdom of Saudi Arabia.

 

Policy Effective Date: March 01, 2026