Return and Exchange Policy

Return & Exchange Policy

At Dezania, we are committed to providing an exceptional shopping experience. Please review our return and exchange policy below:

Customers may request a return or exchange within 7 days from the date of receipt.
If the customer requests to keep the item stored in Dezania’s warehouse after purchase and chooses not to ship it immediately, the 7-day return period starts from the date of purchase — not from the shipping date.
Items must be in their original condition, unused, with all packaging, labels, and accessories intact.
Packaging must be complete and undamaged. Photos of the packaging must be provided for return approval.
Exchanges are accepted in cases of manufacturing defects or damage that contradicts the product specifications listed on the website.
For any defect or damage, the customer must report the issue within 24 hours of receipt, providing photos or videos. Failure to report within this timeframe voids the right to return or exchange due to defects.

Exceptions:

Customized or made-to-order items cannot be returned or exchanged.
Any damage, scratches, missing parts, misuse, or incorrect installation voids the right to return or exchange.

Contact customer support via WhatsApp or email with your order number, reason for the request, and photos when necessary.
Our team will review the request within 24 working hours.
Once approved, the customer will receive return instructions.
In major cities, a courier may be arranged for pickup. In other areas, the customer may be required to ship the item using an approved courier or deliver it directly to our warehouse in Riyadh.
Upon receiving the item, a thorough inspection will be conducted. Dezania reserves the right to reject any request that does not meet the conditions.

If there is an error or manufacturing defect from Dezania: the company covers all return and reshipping costs (for the same product only).
If the customer requests a return or exchange for personal reasons (such as change of mind or mismatch): the customer bears all shipping costs (both ways), depending on the product’s size and weight.
If inspection shows that the item is not defective or the issue is due to misuse or incorrect installation: the request will be rejected, and the customer will bear all shipping costs (both ways).
If a manufacturing defect exists and Dezania approves replacing the item with a defect-free alternative, but the customer refuses the replacement and insists on a return instead, the customer must cover the return shipping cost.

Refunds are issued using the original payment method.
Processing starts after the return inspection and may take up to 14 working days.
Refunds do not include shipping fees (even if shipping was free), installation fees, or any additional paid services.
If return conditions are not met, Dezania reserves the right to decline the refund.

Orders may be canceled within 12 hours of purchase if not yet shipped.
If the order has already been shipped, shipping costs will be deducted from the customer in case of cancellation.

Dezania reserves the right to reject any return or exchange request that does not meet the policy requirements.
Dezania may update or modify this policy at any time without prior notice. The version published on the website is the official and binding policy.
Dezania’s decisions regarding request approval or rejection are final and binding.

Minor color variations caused by lighting or display screens are not considered defects unless the difference is significant (e.g., receiving a red item instead of blue).
Natural materials such as stone, marble, and wood have unique variations in color, patterns, and veining. These natural characteristics are not considered defects.
Customized or modified products requested by the customer are non-returnable and non-exchangeable.
If the product has been shipped and the customer refuses to receive it or does not respond to the courier, the shipping cost will be charged to the customer when the item is returned to Dezania’s warehouse.