Return policy

⦁ How do I start the return or exchange process?

   To start the return or exchange process, simply contact our customer service. All you need is your Samama receipt and order number. If you don't know the order number, you can usually find it in the list of orders in your Samama account on your Samama website. If you can't find it, you can contact us via customer service.

Ability/eligibility for the return process

   Before contacting our customer service, please follow these guidelines to make sure your order is eligible for return:

   - Returned items must be unopened.

   - Returned items must be returned in perfect condition, with the original packaging and all accompanying paperwork.

   - Returned items should not show obvious signs of use or wear.

   - Due to health and safety reasons, the following items cannot be returned or exchanged:

     - Swimwear

     - Lingerie

     - Women's underwear

     - Hair Accessories

     - Cosmetics

     - Earrings

     - Candles, oud, incense or any products derived from them

     - Perishable items such as liquids, glass, etc.

     - Products sold as sets (meaning a purchase consisting of several items and sold as a whole) cannot be exchanged or refunded individually.

     - Toys for babies and toys for private personal use.

   - After contacting us, an investigation case will be opened in coordination with the merchant. Upon acceptance of the return request by the merchant, we will process the return and issue a refund.

   - All refunds will be disbursed according to the following schedule:

       - Bank account (QNB to QNB) 48 hours

       - Bank account (from QNB to another bank): 3-10 business days

       - Debit/credit card: 3-10 business days

      - PayLetter: 3-10 business days

   - Refunds for products purchased at promotional prices are based on the same purchase price.

   Healthcare products:

- All healthcare products ordered from the platform can be returned within 7 (seven) days from the date of delivery.

- Ineligibility for return: Products will not be eligible for return in the following cases:

- If the item has been opened, partially used, or deformed.

- If the product is damaged by water or stored in improper conditions.

- If the product packaging, packing box, or seal has been tampered with.

- If it is stated on the product details page that the product is non-returnable.

- If the accessories or free gifts that came with the product are missing.

- If the product does not have a serial number, UPC code or barcode label, which was present at the time the products were received by the delivery agent.

- If the damage or defect is not covered by the manufacturer's warranty.

- If the product is without its original packaging and free accessories/gifts.

- If the product is damaged due to improper use.

- Please note that the decision to accept the return of health products is subject to the business partner's professional judgment. Therefore, it is highly recommended to check the delivery package carefully before accepting it from the delivery agent.

Products related to personal care, childcare, food and nutrition, essential healthcare products related to Covid including but not limited to masks and gloves, sexual health products including but not limited to condoms and pregnancy/fertility kits, any other product such as but not limited to baby diapers, health drinks, nutritional supplements, medical meters, glucose strips, medical monitoring devices, etc: are generally non-returnable. Notwithstanding anything else to the contrary, said products may be returned if they are found to be defective, deficient, counterfeit, do not conform to the attributes or features as advertised or are delivered after a delay.

Flowers and a balloon:

The following items are non-refundable:

- Flowers: We cannot accept returns on damaged items due to their perishable nature.

- Balloons: Due to their delicate nature, we cannot accept returns or exchanges of balloons.

electronics:

- Return eligibility:

- Our return policy applies to all eligible electronic products purchased through the platform.

- To be eligible for return, the item must be in its original condition, including all packaging materials, manual and accessories.

- Returns are not accepted for items that have been damaged, altered or tampered with after delivery.

- Return Period:

- You can initiate the return of the item within 7 (seven) days from the date of delivery.

- After 7 (seven) days, the item will be considered a final sale and will not be eligible for return.

- Return Procedures:

- For any after-sales requirements, including repairs, maintenance and warranty claims, customers should directly contact the Trade Partner's store or authorized service center for the purchased electronics.

- We can assist you by providing information and facilitating contact with the relevant authorized service center, but we are not obligated to pick up the item and deliver it to the Trading Partner's store once the delivery is completed.

- Users are responsible for following the return procedures and directions provided by the business partner store or authorized service center.

- Warranty:

- Warranty coverage for electronics is covered by the trade partner's store or manufacturer, as specified in the product description or documentation.

- Customers should refer to the warranty terms and conditions provided by the trade partner store or manufacturer for details on coverage, duration, and any applicable limitations or exclusions.

Help us:

- We will make every effort to help you contact the Trade Partner's store or authorized service center for after-sales requirements.

- We will provide you with relevant information and facilitate communication between you and the Trade Partner Store/Authorized Center to address any concerns or warranty claims.

- Please note that our responsibility is limited to providing information and facilitating communication for after-sales requirements. Specifically defined terms and conditions for repairs, maintenance and warranty claims are under the care of the trade partner's store or manufacturer.

Valid reasons to return the item:

- All decisions regarding returns will be at the discretion of Samama in accordance with Samama's internal return policy, and this decision will be final and binding.

- Samama cannot guarantee the quality of products delivered by third-party merchants. If you believe that your item may be subject to a manufacturing defect, you can contact us at any time, and we will be happy to provide the necessary assistance. To return the item, the customer must fulfill one of the categories listed below:

- The item you have has a manufacturing defect. A manufacturing defect is damage caused by an error by the merchant. Examples of manufacturing issues include defects in materials, design, and/or workmanship.

- Your existing item is damaged (i.e., physically destroyed or broken) / defective (e.g., unable to operate).

- Your existing item is incomplete (i.e., missing elements and/or extensions).

- The item you have is incorrect (i.e. wrong product/size/color, counterfeit, or expired).

- The item you have does not match the product description or image (i.e. the item is not as advertised).

- Your existing item is not suitable (i.e., the size is not appropriate).

- Samama reserves the right to immediately suspend or terminate any refund without prior notice if the refund violates the terms and conditions of this return policy or in case of suspicious activities, misrepresentation by the customer, and fraudulent activities.

- You agree to indemnify Samama for any and all claims, suits, obligations, judgments, losses and damages arising out of or in connection with any claim or suit relating to this Return Policy.

- We reserve the right to modify or update this return policy at any time.

- If you have any questions or need further assistance with our return policy, feel free to contact our customer service team.