Refund & Returns Policy

1. Introduction

At TAJELLE, we are committed to providing high-quality products and a reliable, exceptional shopping experience. If you are not fully satisfied with your purchase, we offer a clear and fair Return and Refund Policy in accordance with applicable laws and regulations.

Please read this Policy carefully before submitting any return or refund request.

Nothing in this Policy shall affect any statutory or legal consumer rights granted under the laws and regulations of the Kingdom of Saudi Arabia or the customer’s country of residence where such rights cannot legally be waived or restricted.

2. Order Cancellation Before Shipment

• Customers may request cancellation of an order and receive a full refund if order preparation or shipment has not yet begun.
• Once order processing has commenced or the order has been handed over to the shipping carrier, cancellation may no longer be possible, and the return and refund provisions of this Policy shall apply.

3. Return Eligibility

Customers may request a return within fourteen (14) days from the date of delivery, provided that all of the following conditions are met:

• The product is returned in its original condition as received.
• The product has not been used, worn, damaged, altered, or modified.
• All accessories, original packaging, labels, and tags are intact and included.
• Proof of purchase or the order number is provided.
• Prior approval has been obtained from Customer Support before returning the product.

TAJELLE reserves the right to reject any return request that does not satisfy the above conditions.

4. Non-Returnable Products

The following products are not eligible for return or refund unless they are defective or incorrectly supplied:

• Products customized, personalized, modified, or made to customer specifications.
• Discounted products sold as part of final clearance sales or promotions expressly designated as final sale.
• Electronic gift cards or digital vouchers.
• Products that have been used, worn, or damaged after delivery.
• Products that, due to health, hygiene, or personal-use considerations, cannot be returned once opened or used.

5. Damaged, Defective, or Incorrect Products

If a product is received damaged, defective, or different from the item ordered, customers must contact Customer Support at support@tajelle.com within seventy-two (72) hours of delivery and provide:

• The order number.
• Clear photographs of the product.
• Photographs of the outer packaging (where possible).
• A brief description of the issue.

Upon review and verification, TAJELLE may, at its discretion, offer one of the following remedies:

• Replacement of the product.
• Reshipment of the correct product.
• A full refund of the amount paid.
• Any other reasonable solution deemed appropriate based on the circumstances.

6. Return Shipping Costs

TAJELLE will bear the return shipping costs in the following cases:

• An incorrect product was delivered due to an error by the Store.
• A confirmed manufacturing defect exists.
• The product was damaged during transit.

Customers are responsible for return shipping costs in the following situations:

• Change of mind after receiving the product.
• The customer no longer wants the product despite it matching the description and specifications.
• An incorrect or incomplete shipping address was provided.
• Refusal to accept delivery without fault on the part of the Store.
• Failure to collect the shipment or cooperate with the carrier to complete delivery.

In such cases, actual shipping charges, return shipping fees, and any logistics costs incurred by the Store may be deducted from the refund amount.

7. Special Provisions for International Returns

Due to variations in international shipping costs, the cost of returning certain products may exceed the value of the product itself, particularly for low-value items or international orders.

Accordingly, customers are strongly advised to:

Contact Customer Support at support@tajelle.com and obtain return authorization and instructions before sending any returned product.

The Store shall not be responsible for any costs, fees, or expenses incurred by customers who return products without prior approval or without following the authorized return instructions.

Where return shipping costs are clearly disproportionate to the product value, TAJELLE may, at its reasonable discretion and without limiting any mandatory consumer rights, offer alternative solutions, including:

• Product replacement.
• Partial or full compensation.
• Refund without requiring return of the product.
• Any other appropriate resolution based on the circumstances.

8. Customs Duties and Taxes

• Certain international shipments may be subject to customs duties, taxes, import fees, or similar charges imposed by authorities in the destination country.
• Unless expressly stated otherwise during checkout, customers are solely responsible for paying any such duties, taxes, or governmental charges.
• These charges are not included in the product price or shipping fees paid to TAJELLE and cannot be refunded by TAJELLE once paid to the relevant authorities.

9. Refund Processing

Once the returned product (where applicable) has been received, inspected, and approved, the refund will be issued to the original payment method used for the purchase.

Refunds are generally processed within:

• Three (3) to ten (10) business days for bank cards and electronic payment gateways.
• The processing timelines established by the applicable payment service provider.

Please note that certain banks or financial institutions may require additional time to reflect the refunded amount in the customer’s account, which is beyond TAJELLE’s control.

10. Lost Shipments

If a shipment is significantly delayed or declared lost by the shipping carrier, TAJELLE will initiate an investigation with the carrier.

If the shipment is confirmed as lost, TAJELLE may, depending on the circumstances:

• Reship the order.
• Issue a refund.
• Provide an alternative suitable resolution.

Such actions are subject to the outcome of the carrier’s investigation and procedures.

11. Refused Deliveries and Unclaimed Shipments

If delivery cannot be completed or is refused due to:

• An incorrect or incomplete shipping address.
• Failure of the customer to respond to the shipping carrier.
• Failure to collect the shipment within the carrier’s designated timeframe.
• Refusal of delivery without fault on the part of the Store.

The following amounts may be deducted from any refund:

• Original shipping charges.
• Return shipping fees (if applicable).
• Non-refundable customs, import, or logistics charges.
• Any actual costs incurred by the Store as a result.

Any remaining refundable balance, if applicable, will be issued after the shipment is returned and inspected.

Under no circumstances shall the total deductions exceed the actual costs incurred by the Store in connection with shipping, return shipping, customs, or related logistics expenses.

12. How to Request a Return or Refund

To submit a return or refund request, please contact Customer Support through the official communication channels available on our website and provide:

• Order number.
• Full name.
• Email address used for the order.
• Reason for the return or refund request.
• Supporting photographs where applicable.

Requests will be reviewed, and a response will be provided within a reasonable timeframe.

13. Prevention of Abuse

TAJELLE reserves the right to refuse or restrict return and refund requests where there is evidence of abuse of this Policy, fraudulent activity, submission of false information, or improper use of products, without prejudice to any statutory consumer rights.

14. Policy Updates

• TAJELLE reserves the right to modify or update this Policy at any time to comply with legal, regulatory, or operational requirements.
• Any amendments will not affect orders concluded before the publication date of the updated Policy unless otherwise required by law.

15. Contact Us

If you have any questions regarding this Refund & Return Policy, please contact our Customer Support Team at support@tajelle.com or through the “Contact Us” page and the official communication channels published on the TAJELLE website.

Last Updated: June 2026