This Policy applies to all orders placed through the bizarr platform. To protect the rights of customers and stores, this Policy has been established to regulate the return and exchange process according to the classification of each product, in compliance with the E-Commerce Law and the Consumer Protection Law applicable in the Kingdom of Saudi Arabia.

1.  Definitions

Platform: Refers to bizarr electronic platform, including its website and associated applications.

Buyer: Any natural or legal person who purchases a product through the Platform

User: Any person who utilizes the platform, whether as an artisan, supplier, or buyer.

Exchange: Replacing a defective or non-compliant product with a similar or equivalent product, as permitted by this Policy.

Products: Handcrafted works or raw materials offered for sale on the platform.

Orders: A transaction by which a buyer purchases products through the platform.

Return: Returning a product and obtaining a refund in accordance with the terms of this Policy.

Shipping Company: Any courier or delivery company contracted by the Platform.

Agreement: Refers to the terms and conditions set forth in this document.

2.  Product Classifications

Products available on the Platform are classified into three categories, each subject to distinct return and exchange terms as outlined herein:

1. Custom-made products: Products made to specific customer specifications, such as engraved names or selected materials/colors.
2. Made-to-order products (without customization): Products manufactured upon order but not customized per customer preferences.
3. Ready-to-ship products: Products pre-manufactured, stored, and shipped immediately after order confirmation.

3. Return and Exchange Provisions by Classification

3.1.  Custom-made products

Customers may not return, or exchange agreed upon custom-made product under any circumstances.

Return or exchange shall be permitted solely in the event of proven manufacturing defect, the claim must be submitted within 24 hours of receipt of the product, accompanied by supporting photographic evidence, and communicated through the approved Support Channel.

Any request submitted after 24 hours of receipt shall be deemed null and void, and the Customer shall forfeit the right to return or exchange the product.

Customers may not return agreed upon product without customization.

Exchange is allowed within 24 hours of receipt if the Customer elects to return or exchange the product for personal preference.

Return or exchange is allowed for proven manufacturing defects, The claim must be submitted within 24 hours of receipt of the product, accompanied by supporting photographic evidence, and communicated through the approved Support Channel.

Any request submitted after 24 hours of receipt shall be deemed null and void.

Customers may return an unused, unopened product within 72 hours of receipt.

Customers may exchange the product within 72 hours if they elect to do so for personal preference.

Return or exchange for proven defects is allowed within 24 hours of receipt, with photos attached.

Any request submitted after 72 hours of receipt shall be deemed null and void.

4.1.  If the error is on the Platform’s side (defective product, expired product, or incorrect item), replacement or refund shall be provided at no cost to the Customer.

4.2.  If the product is free from defect and the issue is unrelated to quality, or if the Customer cancels after shipping, the Customer shall bear the shipping costs (round-trip, if applicable).

5.1. Contact Customer Service within 24 hours of receiving the product via the approved Support Channels:

WhatsApp: 920032720

Email: contact@bizarr.sa

5.2. Provide the following information to the Support Team:

Order number

Description of the issue

Photos of the product (if defective or damaged)

5.3. After reviewing the request, a response will be provided within 2 working days specifying the appropriate action (exchange – return – request rejection).

6.  Refund Procedures

6.1.  If the return request is approved, the amount shall be refunded to the original payment method within 7–14 working days, depending on the bank or payment service provider policy.

6.2.  Refunds shall be subject to verification and approval by the Platform.

6.3.  The Customer shall be notified once the refund process begins, with details provided via the Platform, email, or SMS.

7.  General Provisions

7.1. Any defects, non-conformities or discrepancies must be reported within 12 hours of receiving the product, through the approved Support Channels.

7.2. Returns of opened, used, or improperly stored products shall not be accepted.

7.3. Original invoices must be attached to any return or exchange request.

7.4. The Platform reserves the right to amend this Policy at any time. Any amendments shall be effective upon publication on the Platform.

7.5. This Policy shall be interpreted and enforced in accordance with the laws of the Kingdom of Saudi Arabia.