Return and Exchange Policy for Home-Nava Store | Nava Al-Mutamyiza Trading Establishment

At Home-Nava, we care about your satisfaction and always strive to make your shopping experience convenient and secure. This policy is established to guarantee your rights and ours, in compliance with the E-commerce system in the Kingdom of Saudi Arabia.

First: Return and Exchange Period

You have the right to exchange or return any product within 7 days from the date of receipt, provided that it is in its original new condition, unused, and in its full packaging with all accessories.

• Note: The customer does not bear any restocking fees when returning products that meet the conditions.

Second: Sensitive and Food Products (Non-Returnable and Non-Exchangeable)

To maintain public health and safety, we apologize for not accepting returns or exchanges for the following categories once the original packaging is opened or used:

• All food products (Coffee, Cardamom, Coffee beans, and their derivatives).

• Tools that come into direct contact with food and beverages after use (Thermoses, Dallahs, Mugs, Thermal cups).

• Note: In case of a suspected manufacturing defect in sensitive products, please contact us within 7 days, attaching photos and a video explaining the issue, and the request will be evaluated separately.

Third: Returns at the Store's Expense

We bear the full costs of shipping and returns in the following cases:

1. Arrival of a damaged product or one with a manufacturing defect.

2. Arrival of a product completely different from what you ordered.

3. An error by the store in executing the order.

• We must be notified within 24-48 hours of receiving the order if the product arrives damaged, with clear photos of the damage and a copy of the invoice attached.

Fourth: Returns Based on Personal Preference

If you simply change your mind, we welcome your request, provided that:

• The product is in its original condition (unopened, unused).

• You bear the shipping costs (both ways) to return the product to us.

• Only the value of the product is refunded after its arrival and inspection.

Fifth: Cancellation Before and After Shipping

• Cancellation before shipping: You can cancel the order and receive a full refund.

• Cancellation after the shipping invoice is issued: If a cancellation is requested and the product has already been delivered to the shipping company, the product value will be refunded with the actual shipping costs deducted.

Sixth: Inspection of Returned Products

When the product reaches our warehouses, the quality team inspects it to ensure:

1. It has not been used (especially sensitive products).

2. The integrity of the accessories and the original box.

3. Labels have not been removed and the product has not been tampered with.

• If it is found that the product has been used or damaged due to misuse, we reserve the right to refuse the return and ship it back to you at your expense.

Seventh: Gifts and Promotional Accessories

If the returned product was accompanied by a gift or a promotional product, it must be returned with the original product. If it is not returned, the estimated value of the gift will be deducted from the refund amount.

Eighth: Refund Mechanism

• The amount is refunded via the same payment method you used.

• The time frame for the amount to appear depends on the policy of the bank or service provider (Tabby, Tamara, Zid) and usually ranges between 7 to 14 business days from the date of completing the inspection and approval procedures.

Ninth: Electrical Appliances Warranty

• All electrical appliances (Grinders, Roasters, Blenders) are covered by the agent's warranty for two years against manufacturing defects.

• After the 7-day period expires, you will be directed directly to the agent's authorized maintenance centers.

• The warranty does not cover misuse or breakage.

Tenth: Products Purchased During Offers

Products purchased with a discount or during offers are subject to the same policy, provided that the amount actually paid is refunded, not the current promotional price.

To Communicate and Submit Return Requests:

After you contact us and the return request is approved, we will provide you with a shipping label via email or WhatsApp. Please print it and deliver the product to the shipping company.

To ensure fast processing, please contact us via:

• Official Email: [email protected]

• Phone Number: 966553559089+

• Please provide us with the order number and clear photos of the product to speed up the process.

Policy Effective Date: March 01, 2026