Refund policy

Thank you for choosing Lozojah store for purchasing your favorite products. We are happy to serve you and appreciate your trust in us. We understand that you may sometimes change your mind after completing a purchase, which is why we at Lozojah ensure that cancellation, return, and exchange procedures are clear and seamless.

Order Status Change Fees

When a customer requests to change the order status, whether by cancellation or return, fees are calculated based on the payment method as follows:

• 4% of the total invoice value when paying via Apple Pay, Mada, Visa, or bank transfer.
• 10% of the total invoice value when paying via Tabby or Tamara.

Order Cancellation Policy

The customer can cancel the order and receive a refund after deducting payment fees only if the order status is New.

An additional fee of 34.5 SAR will be charged in the following cases:

• When the invoice has been issued and the order status is "Ready" or "In Delivery".
• When the shipment is not received due to any reason attributed to the customer (such as: incorrect address, wrong phone number, no response to the shipping company, or any similar reason).
• When shipping fees were paid by the store due to offers or discount codes.

Return and Exchange Process

To facilitate the return or exchange process, please adhere to the following:

Returns

• You must contact us first before returning the product.
• The customer has the right to return the product within 3 days from the date of receipt.
• The product must be in its original condition and intact without any changes.
• The customer bears all shipping costs.
• The product value will be refunded within a maximum of 5 business days.

Exchanges

• The customer has the right to exchange the product for another before the shipment is sent.
• If the shipment has been sent, exchange is possible within 14 business days from the date of receipt.
• The customer bears all shipping costs and any price difference if applicable.

Defective or Non-Conforming Products

• The customer has the right to return or exchange within 14 days.
• You must provide us with proof of shipping costs (tracking number, shipping company name, cost value).
• The full amount will be refunded in this case.

Cases Where Return or Exchange is Not Accepted

Return or exchange is not accepted in the following cases:

• After 3 days from the date of receipt for returns, or 14 days for exchanges.
• If the product has changed from its original condition for any reason.
• If the product has been opened.
• Products that were ordered specifically according to specifications determined by the customer.