At Kraft, we are committed to a fair and transparent shopping experience. This policy applies to orders within Saudi Arabia and international orders. This policy does not affect your statutory rights.
First: Exchange and return periods
- Returns: Within two (2) days from the date of receipt.
- Replacement: Within three (3) days from the date of receipt.
Second: Conditions for accepting returns/exchanges
- The product must be unused, in its original packaging, and with all accessories/gifts, if any.
- The product is subject to inspection by the relevant department to verify the integrity of the packaging and the completeness of the contents before acceptance or rejection is issued.
- Any defects/damage visible upon receipt must be reported within 24–48 hours, accompanied by clear photos of the product, box, and shipping label.
- Consumer products that have been opened or used (such as candles/wax, raw materials, liquids, and chemicals) are not returnable or exchangeable unless the defect is manufacturing-related or there was an error in order processing .
- Custom, made-to-measure, or final sale promotional orders are non-refundable unless there is a manufacturing defect or an error in the order.
Third: Who bears the shipping costs?
- If the cause is a mistake by Kraft (e.g., wrong product, wrong quantity, proven manufacturing defect):
- Kraft covers the cost of round-trip shipping (domestic and international).
- If the reason is the customer's wish (e.g., change of mind/size/color/dislike):
- The customer bears the cost of shipping (round trip if necessary) + processing fees as shown below.
- Original shipping fees are non-refundable unless there is an error on Kraft's part.
Fourth: Fees imposed (processing/handling fees)
- A fee of 30 riyals or 5% of the value of returned products, whichever is higher , will be deducted when the return is due to the customer's request.
- Additional charges may apply to products that arrive in a non-resaleable condition (damaged packaging/accessories).
Fifth: Method and timeframe for refunds
- The amount will be refunded to the original payment method if possible, or via bank transfer if that is not possible.
- The refund process typically takes 5–10 business days after inspection and acceptance.
- No refunds will be issued before the product is received, inspected, and the order is approved.
Sixth: Steps for requesting a return or exchange
- Contact customer service via WhatsApp and provide us with: order number, customer name, reason for request (return/exchange), and photos if available.
- Our team will provide you with delivery instructions and a Return Authorisation Number (RMA) .
- Delivery is made via an approved shipping company or to the nearest warehouse as directed by customer service.
- The return/exchange request will be cancelled if the products are not delivered within 3 days of the return instructions being issued.
- Upon arrival of the products, inspection will take place within 2–3 working days , and then we will inform you of the result and the next steps.
Seventh: Shipping and Delivery Policy (Locally within Saudi Arabia)
- Fees: vary depending on the weight/size of the shipment and the city.
- Expected durations: 2–7 working days (may be affected by the operational pressure of shipping companies).
- Processing: Usually within 48 hours of order placement. We will notify you of any delays beyond our control.
Eighth: International shipping (orders outside Saudi Arabia)
We provide international shipping through certified logistics partners.
Estimated shipping times: Usually 5–10 business days depending on the country and customs procedures (may be longer during peak seasons/inspections).
Customs duties and taxes:
- The customer bears any fees/taxes/customs tariffs or remote area capacity charges imposed by the receiving country.
- Kraft does not control customs decisions or clearance times .
Who bears the cost of international shipping?
- If the reason for the return/exchange is a defect in the product or an error by Kraft in the products received : Kraft bears the cost of international shipping (return mailing, and any re-mailing of the replacement product).
- In all other cases (such as change of mind, incorrect/incomplete address, non-receipt/rejection of shipment):
- The customer bears the cost of international shipping back and forth (if necessary) + any customs duties/taxes/re-clearance fees, which are non-refundable.
- In the event of refusal or neglect to receive the shipment and its automatic return to the sender, the amount (if due) will be refunded after deducting : round-trip shipping fees + any additional charges incurred on the shipment.
Address integrity and compliance:
- The customer is responsible for the accuracy of the address/address language/phone number and any documents required by customs.
- Some materials may be prohibited in certain countries; the customer should check that importation is permitted before ordering.
Ninth: Cancellation before shipment
- The order can be cancelled before it is forwarded to the shipping company without charge.
- If cancellation occurs after shipment, the above fees and shipping policy applies (depending on the reason).
Tenth: Important additional notes
- One replacement is allowed per order (unless the reason is a recurring manufacturing defect).
- The order may be refused if the returns are repeated in a manner that violates fair use.
- Please pack the returned products tightly and in a way that prevents damage during transport.
- Additional services (such as cash on delivery, if applicable) are non-refundable unless the reason is a mistake by Kraft.
For inquiries: Kraft Customer Service (WhatsApp): Click here
Please provide us with the order number, the reason for contacting us, and photos of the product if needed. We will be happy to assist you.
This policy was last updated on November 9, 2025. We reserve the right to update the terms in accordance with best practices and relevant legislation.
