Return and Exchange Policy

Return & Exchange Policy

At Dezania, we strive to ensure customer satisfaction and the quality of our products while safeguarding our interests. This policy outlines the conditions and procedures related to returns and exchanges:

1. Conditions for Return & Exchange

Customers may submit a return or exchange request within 7 days from the date of receiving the order.
The product must be in its original condition, unused, with complete packaging, labels, and accessories.
The packaging must be fully intact without any damage or missing internal or external parts. Photos of the packaging must be provided for the return request to be accepted.
Exchanges are accepted only in cases of manufacturing defects or clear damage inconsistent with the specifications listed on the website.
In the event of a manufacturing defect or damage, the customer must notify Dezania within 24 hours of receiving the order, providing photos or videos showing the condition. Failure to report within this period will void the customer’s right to request a return or exchange based on the defect.
Exceptions: Customized or made-to-order products cannot be returned or exchanged.
Any damage, breakage, scratches, missing accessories, misuse, incorrect assembly, or negligence will void the customer’s right to return or exchange.

2. Request Procedure

Customers must contact our customer service team via WhatsApp or email, providing the order number, the reason for the request, and attaching photos if necessary.
Requests will be reviewed within 24 business hours, and the customer will be informed of the outcome.
Once approved, the customer will receive instructions for returning the product.
- In major cities, a courier may be sent for collection.
- In other areas, the customer must ship the product through an approved courier company or deliver it directly to our warehouse in Riyadh.
Upon receiving the product, a thorough inspection will be conducted to ensure compliance with the conditions. If the product does not meet the requirements, Dezania reserves the right to reject the request.

3. Shipping Costs

If the error or defect is from Dezania’s side: the company will cover all return shipping costs and resend the replacement (same product only).
If the return or exchange is requested for personal reasons (such as a change of mind or the product not fitting the space): the customer will bear all shipping costs (both ways), calculated based on the weight and size of the product.
If the inspection confirms that the product is not defective or that the damage was caused by misuse or incorrect assembly: the request will be rejected, and the customer will bear all shipping costs (both ways).

4. Refunds

Refunds will be processed using the same payment method as the original transaction.
Refund processing will begin after inspection is completed and will take no longer than 14 business days from the approval of the request.
Refunds do not include shipping fees (even under free shipping promotions), installation fees, or any other additional paid services.
If return conditions are not met, Dezania reserves the right to withhold refunds.

5. Order Cancellation

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

6. Dezania’s Rights & Policy Updates

Dezania reserves the right to reject any return or exchange request that does not meet the stated conditions.
Dezania may amend or update this policy at any time without prior notice. The version published on the website will always be considered the official reference for all customers, as the website is the platform through which the purchase is processed.
Dezania’s final decisions regarding the acceptance or rejection of requests are binding on both parties.

7. Important Notes

Minor color differences caused by lighting or display screens are not considered valid grounds for return, unless the difference is significant (e.g., receiving a red product instead of blue).
Every product made from natural stone, marble, or wood is unique by nature. Variations in shades, veins, and patterns should be considered distinctive features, not defects. These nuances are inherent characteristics of authentic natural materials, which set them apart from synthetic alternatives.
Customized or made-to-order products are strictly non-returnable and non-exchangeable.
If a product is shipped and the customer refuses to receive it or fails to respond to the courier, the shipping cost will be charged to the customer when the product is returned to Dezania’s warehouse.