Refund policy

Return & Replacement Policy

Effective Date: 29 April 2025

At Falaj.store, customer satisfaction is our priority. If you receive a product that is incorrect, damaged, defective, or faulty, we're here to help.

Replacement Eligibility

Eligible Products

You are eligible for a replacement if the product you receive is:

  • Incorrect

  • Damaged during delivery

  • Broken

  • Defective or faulty

Please note that we do not offer replacements for change of mind, incorrect ordering, or personal preference.

Replacement Timeframe

  • You can report an issue within 30 days of receiving your order.

  • Replacement requests made within 7 days of delivery will be processed free of charge.

  • Requests submitted after 7 days (but within 30 days) may be subject to additional replacement or shipping charges.

How to Request a Replacement

To request a replacement:

  1. Contact our customer support team within the eligible timeframe.

  2. Share your order number along with a clear unboxing video or video showing the issue.

  3. Our team will review your request and guide you through the next steps.

If your claim is approved, we may:

  • Arrange a pickup and deliver a replacement, or

  • Ask you to return the product in its original packaging, including all accessories, before a replacement is dispatched.

Approved replacements are typically processed within 5–14 business days, depending on your location and product availability.

Important Conditions

To be eligible for a replacement:

  • The product must be returned in its original packaging with all included accessories.

  • The product must not show signs of misuse, unauthorized repair, or intentional damage.

  • We reserve the right to reject claims that do not meet the eligibility requirements.

Refund Policy

At this time, Falaj.store does not offer refunds. We only provide replacements for eligible products that arrive incorrect, damaged, broken, or defective.

Need Help?

If you have any questions regarding your order or need assistance with a replacement request, please contact our customer support team. We're always happy to assist you.