At Santé Natural Juices Store, we are committed to providing products that are safe, accurate, and consistent with the customer’s order. We also aim to handle all cancellation, modification, exchange, and return requests clearly and in accordance with the applicable laws and regulations of the Kingdom of Saudi Arabia, while taking into account the nature of juices and beverages as food products that may be affected by storage and transportation conditions.
Customers may request to modify or cancel an order before it enters the preparation stage by contacting customer service as soon as possible.
Once the order reaches any of the following stages, the store may already have incurred preparation, shipping, and operational costs:
If the customer requests a modification or cancellation after the order enters any of these stages, the request will be subject to the possibility of stopping, retrieving, or redirecting the shipment through the shipping company.
The actual shipping, preparation, and operational costs will be deducted from the refundable amount, with a minimum charge of SAR 30. The cost may increase depending on the city, the shipment status, and the actual costs of stopping, retrieving, or redirecting the shipment.
The customer will be informed of the applicable amount before the modification or cancellation is approved.
No costs will be deducted from the customer if the cancellation or modification results from an error by Santé Store or the store’s inability to fulfil the order.
An exchange or return request must be submitted within no more than two days from the date of receiving the order.
The customer must keep the invoice, order number, or proof of purchase until the request has been reviewed.
To be eligible for exchange or return, the product must:
Approval is subject to inspection of the products and verification of their condition and suitability for resale, taking into account their nature as food products.
Due to the nature of juices and beverages as food products, they cannot be exchanged or returned in the following cases:
This does not apply to products that are delivered damaged, defective, expired, or different from the order placed.
The customer may request to exchange a product for another product of the same or higher value, provided that any price difference is paid and all exchange conditions set out in this policy are met.
If the exchange is requested based on the customer’s preference and is not due to an error by Santé Store, the customer will bear the cost of collecting the original product and shipping the replacement.
Actual shipping and operational costs will apply, with a minimum charge of SAR 30, and may increase depending on the city and the actual costs incurred.
If the exchange is required because the product is damaged, defective, or incorrect, Santé Store will bear all exchange and shipping costs.
If the customer receives a damaged product, a leaking or broken product, or a product that is different from the item ordered, customer service must be contacted within 24 hours of delivery.
After reviewing the report and verifying the case, Santé Store may take the appropriate action, which may include:
Santé Store will bear all shipping and replacement costs if it is confirmed that the product is damaged, defective, or does not match the order.
A product not matching a customer’s personal taste or flavour preference is not considered a product defect, provided that the product:
Opened or used products cannot be exchanged or returned due to taste preferences or personal preference.
Products purchased during promotions or discounts remain subject to the same safety, quality, and product-matching guarantees.
The exchange or return of non-defective products purchased under a special offer may be restricted if the terms of the offer were clearly displayed before the order was completed.
If part of an order connected to a promotional offer or conditional discount is returned:
Promotional terms do not affect the customer’s right to receive compensation or a remedy if the product is damaged, defective, or does not match the order.
If an exchange or return request is made based on the customer’s preference and is not caused by an error by Santé Store, the customer will bear the following costs:
Actual shipping and operational costs will be deducted from the refundable amount, with a minimum charge of SAR 30. The amount may increase depending on the city, shipment status, and actual costs incurred.
If the customer received free delivery as part of a promotion, the store has the right to deduct the actual shipping cost it incurred if the return is accepted for a reason not caused by Santé Store.
The customer will not bear any shipping costs if the exchange or return is due to damage, a product defect, or an order preparation error by Santé Store.
If the customer refuses to accept the order without any error on the part of Santé Store, or if delivery fails due to any of the following reasons:
The shipment will be returned to the store according to the shipping company’s procedures. Once the products are received and inspected, the refundable amount will be reviewed.
Actual shipping, return, and operational costs will be deducted from the refundable amount, with a minimum charge of SAR 30. The amount may increase depending on the city and shipment status.
If the products cannot be returned to stock due to their nature as food products, transportation or storage conditions, or the length of time spent outside the store’s warehouses, the case will be reviewed and the customer will be informed of the outcome.
After final approval of the return request and after the products have been received and inspected by the store, the refundable amount will be returned to the original payment method used for the order.
Refunds will not be made in cash or to a different account from the original payment method unless this is not possible and the customer’s information has been verified.
To submit a request, please contact the customer service team through the following channels:
WhatsApp:
Telephone:
+966920013312
Email:
Requests are usually reviewed and answered within one to three business days.
At Santé Natural Juices, we always strive to provide a reliable and transparent shopping experience, and our customer service team is pleased to assist you.
