Because we at Al Qafari Group are committed to providing a distinctive and flexible experience in every detail, from the date of purchase until delivery, we have ensured the provision of an exchange or return policy in order to achieve complete satisfaction for our customers, as follows:

1. Exchange and return period

• The customer has the right to return the product within 24 hours or exchange the product within 4 days from the date of receiving the product.
• The product must be in its original condition with its original packaging, without any modification or installation.
• If a product is exchanged, the exchange must be for an amount no less than the invoice value, and this is a one-time occurrence. Furthermore, the exchange waives the customer's right to a refund thereafter.

2. Replacement Conditions

• Replacement period: within 4 days from the date of arrival of the product or 48 hours before the installation appointment in the case of requesting installation service.
• Products that are neither exchangeable nor returnable:

Carpets for weddings, parties, and events.

Custom orders, carpets, rugs, vinyl, cut grass, woven and made-to-order

3. Return procedures

• If paying by bank transfer or credit card:
  • The refund will be processed via bank transfer within a period of 7 to 24 working days, according to the bank's policy.
  • The money order must be in the name of the invoice holder.
• If paying using services such as "Tabby" or "Tamara": the refund will be processed within 1-3 hours of product inspection.

4. Return or exchange after inspection

• In all cases, the company reserves the right to refuse a return or exchange after examining the product, if it is found to be inconsistent with the return conditions (such as product use or damage).

5. Shipping fees

• The customer bears the shipping fees (round trip) in the following cases:
  1. Replacement or return is due to the customer's wish and not due to defects or differences in the product.
  2. Exchange or return after the shipping label has been issued.

• Shipping costs:
  • If the order contains one item and weighs less than or equal to 30 kilograms, the cost is 48 riyals.
  • If the order contains more than one item or the weight of the item is more than 30 kilograms, the cost will vary according to the shipping company's policy.

6. Storage fees

• The period for reserving goods in the invoice is 60 days from the date of purchase.
• If the customer is late in receiving the product for more than two months, a storage fee of 5% of the invoice value for each month will be charged for up to 6 months.
• After 6 months, the company is no longer responsible for the contents of the invoice.

7. Operating fees

• Administrative fees of 10% will be deducted from the refund amount, calculated from the invoice date.

8. In the event of a manufacturing defect in the carpet, the customer has the right to request a refund, within a period not exceeding 14 days from the date of receiving the invoice.

9. Technical error

The company is committed to providing accurate information regarding products, prices, and available quantities. In the event of any technical error or system malfunction resulting in a discrepancy between the displayed price or quantity of a product, the company reserves the right to cancel the order and notify the customer accordingly, refunding the full amount paid to the same payment method without any additional obligations.

To request an exchange or return

At Al Qafari, we strive to provide a seamless return experience for our customers, and customer satisfaction and service are our priority.

To submit a return or exchange request, please fill out the required information in the form below.

Click here ( Return and Exchange Form )