In order to provide the best customer service, your products can be returned within 2 days and exchanged within 5 days from the date the customer receives the order.
Food, medicines, health products, litter boxes, cages, carrier bags, accessories, clothing, and anything placed on the animal's body are excluded from exchange and return.
Terms of exchange or return:
1/ Contact us through one of the communication channels
2/ The product must be in its original packaging and condition.
3/ The customer returns the order to the store via the shipping company or himself. If the store provides a method of exchange and return, the customer bears the shipping and return costs.
4/ If the order has free delivery and the customer requests to return or replace it, the free delivery will be considered void and the customer will bear the delivery cost, which will be deducted from the order value according to the value announced on the website.
5/ Free shipping from the store does not require the store to bear the costs of shipping for replacement and return.
6/ If the customer requests to cancel, return or replace the order, this does not include the cost of shipping and delivery, as you pay for the delivery of the order.
In the event that a product is missing or the wrong product is received in the order, the first and most appropriate option is to refund the customer, or send a replacement if available (with the return of the wrong product).
In the event that a shipment arrives in an unsound or damaged condition, Lana Store is not responsible for any damages or losses caused by the shipping company, given that the shipment left in good condition. The carrier will be contacted to request compensation for the damage, given that the shipping company is the intermediary between the customer and the store, and the shipping policy is in the customer's name. In the event that you wish to exchange or return for any other reason, Lana Store is not responsible for any shipping costs incurred as a result.
If the customer receives a free credit or a free voucher, he/she is not entitled to convert the credit to cash.
Lana Store will refund the amounts in the form of a cash balance in the customer's account in the store once the returned shipments arrive at the store, or it will resend the amount to the customer's account within a period of no less than one week after communicating with the customer and obtaining his information clearly.
If the customer purchases products using Visa or MasterCard and wishes to receive a refund, compensation will be provided by returning the payment to the same Visa or MasterCard used to purchase. The refund period is subject to the policy of the bank (or electronic payment intermediary) providing the service.
(Also, the customer will be deducted from the electronic payment costs of 3 riyals for each payment transaction + 2% of the total amount), for example, if the customer wishes to cancel his order worth 200 riyals, 3 riyals + 4 riyals = 7 riyals will be deducted.
If the returned or exchanged order has a reduced shipping cost, the original shipping cost will be deducted, not the reduced price.
