ALSOON RETURN EXCHANGE AND REFUND POLICY
At Alsoon, we want you to shop confidently. This policy applies to purchases made directly through alsoon.com and explains how to request a return, exchange or refund.
You may request a return or exchange within seven calendar days following receipt of your product, provided it has not been used and meets the conditions below.
The request must be submitted within this period; collection may take place later by arrangement with our customer service team. The same conditions apply to discounted products.
This period does not limit your rights concerning defective products, incorrect items or warranty claims.
To qualify, the product must:
• Be unused, clean and undamaged.
• Include all supplied parts, accessories, manuals and promotional items.
• Have its original packaging and protective materials, where available, and be packed securely for transport.
Opening the packaging solely to inspect the product does not automatically prevent a return, provided the product remains unused and undamaged.
Products used for exercise, modified by the customer or damaged through misuse are not eligible for change-of-mind returns.
Products manufactured or customised to your specifications are excluded from change-of-mind returns, except where defective or inconsistent with the agreed specifications.
For treadmills, exercise bikes, ellipticals, rowing machines, benches and gym equipment, please check the published dimensions, user-weight limit, intended use and access requirements before ordering.
This policy does not provide a home trial period. Using the equipment for exercise makes it ineligible for a change-of-mind return.
Assembly or installation alone does not automatically prevent the return of unused equipment. We will assess its condition and arrange any necessary safe dismantling and collection. Please contact us before dismantling or shipping large equipment.
For change-of-mind returns, any applicable dismantling and collection costs will be explained before arrangements are made. Completed installation services are not refundable where the service was correctly performed and the return is solely due to a change of mind.
If our product information was incorrect, we will handle the resulting return as an Alsoon error.
If you receive a defective product, an incorrect item, a product that differs from the agreed specifications or an item damaged during delivery, contact us promptly with your order number and available photos or videos.
After verification, we will arrange the appropriate return, replacement, repair or refund in accordance with applicable consumer rights. Alsoon will bear the necessary transport and service costs where the issue is attributable to the product, delivery or an Alsoon error.
Please report visible delivery damage preferably within 48 hours to help us investigate quickly. This request does not remove your rights concerning hidden defects or warranty claims.
Opening, installation or the absence of the original carton does not by itself invalidate a valid defect or warranty claim.
For change-of-mind returns:
• The customer bears the actual return transport costs and any necessary dismantling costs disclosed in advance.
• Separately charged original delivery fees are not refundable once delivery has been correctly completed.
• If the order included free delivery, we will not retrospectively charge the original delivery cost.
• For exchanges, the customer also bears the disclosed delivery cost of the replacement product and pays or receives any product-price difference.
Alsoon does not charge a fixed percentage for administration, restocking or opening packaging.
For verified defective, incorrect or delivery-damaged products, Alsoon covers the necessary collection and replacement-delivery costs. Where a refund is due, it includes the affected product’s purchase price and delivery or installation charges attributable to that product.
You may cancel your order without charge before dispatch by contacting customer service.
If the order has already been dispatched, we will explain the actual applicable transport costs before processing a change-of-mind cancellation.
If Alsoon cancels an order because it cannot fulfil it, we will refund all amounts paid for the cancelled order without deductions.
Your statutory rights concerning delayed delivery remain unaffected.
Contact us through:
Phone: +966562003251
WhatsApp: +966541691028
Email: [email protected]
Provide your order number, the product details and the reason for your request. For faults or damage, please provide photos or videos where possible.
Our team will explain eligibility, any applicable costs and collection arrangements. Please coordinate with us before sending products back.
If you submit an eligible request within the seven-day period, a later collection date arranged by Alsoon will not invalidate it.
We will complete the return inspection and notify you of the outcome within five working days after receiving the returned product.
If approved, we will initiate the refund within seven working days after approval. For cancellations before dispatch, we will initiate the refund within seven working days after confirming cancellation.
Refunds are made through the original payment method. Where cash payment was accepted, the refund will be transferred to a verified bank account belonging to the purchaser.
Tabby, Tamara and other instalment purchases will be refunded through the relevant provider, which will adjust the payment schedule under its procedures. Alsoon will not add an instalment-refund administrative fee.
The time required for the refund to appear in your account depends on your bank or payment provider. Any applicable deductions will be explained in an itemised breakdown.
If a return is rejected, we will explain the reason and supporting findings and arrange the product’s return to you.
Faults reported after the change-of-mind return period will be handled under the applicable warranty and consumer-protection requirements.
Warranty details are provided with the product or in Alsoon’s warranty information. No warranty term will reduce mandatory rights under Saudi law.
