Exchange and Return Policy

1. When There Is a Manufacturing Defect

Purchased from a Karaz Linen Showroom

The customer may exchange or return a product that has a manufacturing defect or damage, provided that the product is packaged, in its original condition, unused, and accompanied by the purchase invoice, within 3 days of the purchase date.

Purchased from the Karaz Linen Online Store

The customer may exchange or return a product that has a manufacturing defect or damage, provided that the product is packaged and in its original condition, within 3 days of the date it was received.

After Karaz Linen receives the product and confirms that it meets the conditions, the customer may choose one of the following options:

• Refund: The product value will be refunded by bank transfer within 7–14 business days.
• Replacement: The damaged product may be replaced with any new product of the same value within 24 hours.

Notes

• The customer bears no shipping charges when the reason for the exchange or return is damage or a manufacturing defect.
• The customer must select another product within 48 hours from the date Karaz Linen receives the damaged product.
• If the customer delays selecting a replacement until the approved return period—calculated from the original purchase date—has ended, the customer may no longer request a refund and may only proceed with an exchange under the submitted request.

2. Exchange or Return Without a Manufacturing Defect

Purchased from a Karaz Linen Showroom

The customer may exchange or return the product, provided that it is packaged, in its original condition, unused, and accompanied by the purchase invoice, within 3 days of the product purchase date.

Purchased from the Karaz Linen Online Store

The customer may exchange or return a product that has no manufacturing defect or damage, provided that it is packaged and in its original condition, within 7 days from the date the customer receives it.

After Karaz Linen receives the product and confirms that it meets the conditions, the customer may choose one of the following options:

• Refund: The product value will be refunded by bank transfer within 7–14 business days.
• Replacement: The product may be replaced with another product of the same value within 48 hours.

Notes

• The customer bears a shipping charge of SAR 29 when requesting an exchange or return, except for mattresses.
• The customer must follow the provided shipping instructions. If the product is received damaged because those instructions were not followed, it will be returned to the customer, the customer will bear the shipping charges, and the exchange or return request will not be accepted.
• When a product is exchanged at a showroom or through the online store, the original purchase date is used to calculate the exchange or return period—not the date the replacement product is received—unless the exchange resulted from a manufacturing defect or an error by Karaz Linen.
• If the customer delays selecting a replacement until the approved return period—calculated from the original purchase date—has ended, the customer may no longer request a refund and may only proceed with an exchange under the submitted request.

3. Mattress Exchanges and Returns

• Mattresses may be exchanged or returned within 7 days from the date of receipt.
• The mattress must remain in its original condition and factory packaging, and the plastic bag covering the mattress must not have been removed.
• Shipping charges for mattress exchanges and returns start at SAR 200 and may be higher, as determined by the shipping company.
• Custom-made mattresses cannot be exchanged or returned.

4. Items Excluded from This Policy

• Towels and bathrobes that are no longer in their factory packaging, for health and hygiene reasons.
• Sleeping pillows that have been removed from their plastic compression bags.
• Products showing signs of use and/or products that are not in the same original condition as at the time of purchase.
• Final-clearance items.