At Orka, we are committed to your complete satisfaction with our products. This policy is designed to guarantee your rights to exchange or return items in accordance with Saudi regulations, taking into account the nature of the consumer products we offer.
1. Products covered by the policy
Due to the nature of our products (wipes and hygiene products), exchanges and returns are limited to unopened or unused products, except in the case of a manufacturing defect or damage during shipping.
2. Exchange and return period
- Returns are accepted within 3 days of receipt.
- Exchange within 7 days of receipt date.
- Defective or damaged products must be reported within 3 days of receipt, with photos or a video showing the problem.
3. Application Acceptance Requirements
- The product must be in its original condition, with a sealed or tightly closed package.
- Provide the original purchase invoice or order number to prove the purchase status.
- Defective/damaged products are allowed to be returned even if the product has been partially opened to prove the defect.
4. Shipping fees
- If the return is at the customer's request and the product is undamaged: the customer bears the shipping costs.
- If the reason is a manufacturing defect or an error on the part of the store: the store will bear the full shipping costs.
- If the order is cancelled after shipment: the shipping fee will be deducted from the refund amount.
5. Expected time for refund
- Credit/Mada cards: 7–14 business days depending on the bank.
- Bank transfer: 3–5 business days.
- Installment companies (Tabby/Tamara): Approximately 5–10 working days depending on company procedures.
General Notes
- Orca Store is not responsible for product damage after receipt due to improper storage or use.
- If the conditions are not met, the product will be returned with the customer bearing the new shipping costs.
For any inquiries or exchange/return requests, please contact the Orca store customer service team.
