Refund Policy

Items can be returned or exchanged within 14 days of receipt if the product is defective. If 14 days have passed since purchase, unfortunately, we cannot offer a refund or exchange.

To be eligible for a return, the item must be unused and in the same condition as when you received it. It must also be in its original packaging. Used, damaged, or altered products may not be eligible for return.

The customer will need to contact our customer service department on 00966539181020  or fill out a return request form  to begin the return process. 

Additional items that are non-returnable:

• Gift cards
• Products without proof of purchase or invoice.
• Personal hygiene products
• Any item that is not in its original condition, damaged or incomplete for reasons not due to an error by the Hotpack KSA team.

Refunds  (if applicable):
Once we receive and inspect your return, we will email you to confirm receipt of your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and the credit will be automatically applied to your credit card or original payment method within 14–21 business days (excluding cash on delivery) from the date of cancellation (business days do not include Fridays or public holidays) . Please note that if your initial payment was made via cash on delivery, the refund may take up to 25 days to process.   

Late or Missing Refunds (if applicable):
If you haven't received a refund yet, first double-check your bank account.
Then contact your credit card company; it may take some time before your refund is officially posted.
After that, contact your bank. There is often a processing time before a refund is posted.
If you have done all of this and still haven't received your refund, please contact us at  webstore.sa@hotpackglobal.com

Items in promotion (if applicable)
can only be redeemed at their regular price; unfortunately, discounted items cannot be redeemed.

Exchanges  (if applicable)
: We only exchange items if they are defective or damaged. If you need to exchange for the same item, please email us at webstore.sa@hotpackglobal.com.

shipping

The customer will need to pay a shipping fee ( SAR 30)  for any product return. (This excludes damaged, defective, or incorrect products delivered by the souqdouliya KSA team.) Alternatively, you can send the item to souqdowliya Eastern Province intlmarket dammam al anud saudi Arabia

If you receive a refund, the cost of the return shipping fee will be deducted from your refund.

The time it may take for the exchanged products to reach you may vary depending on where you live.

Gifts:
If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive gift credit for the value of your return. Once we receive the returned item, a gift certificate will be sent to you.

If the item was not marked as a gift at the time of purchase, or the gift donor shipped it to the student to give to you later, we will send a refund to the gift donor and they will be notified of your return