Return & Exchange Policy

Customer satisfaction has always been our top priority.
Our main goal is to ensure that orders are delivered to our customers safely and within the specified time frame.

“One Mall” Store Guarantee
“One Mall” ensures that all products are new, unused, and undamaged. However, if any product arrives damaged, please notify us within 7 days of receipt. The One Mall team will replace the product at no cost.

Return or Exchange Conditions

• Any product can be returned within 7 days from the delivery date, except for excluded items, provided the products are in their original condition and packaging, including all accessories and s delivered with the original shipment, such as manuals and instructions.

• If a product is received with a defect, visible damage, or an error (wrong color, size, or item), you must inform us within 7 days of delivery.

• All products (except excluded items) can be exchanged if returned unused and in their original condition within 7 days of delivery. Original packaging, instruction manuals, and all included accessories must be returned.

• Requests for exchanges or returns are subject to the condition of the product upon receipt, after inspection by the relevant department, and processing will follow the product’s condition.

• For items like coffee or tea tumblers, the product should only be tested with hot water before use.

• The customer is responsible for shipping costs if they want to change the color or change their preference; the shipping cost will be deducted from the order value.

• No additional fees are paid to any other party, except for international shipments, which may incur additional customs fees per country.

• If a product is out of stock after the order is completed, One Mall reserves the right not to ship the product and to refund the amount after contacting the customer.

• Delivery takes 3–7 business days nationwide, and 3–5 business days within Riyadh, starting from the shipping date. Delivery may be longer during holidays, national events, or promotional periods.

• If the customer wants to exchange the product for another item, size, or color, shipping fees will apply to the new order. If approved, the One Mall team will provide details. Products must be unused and comply with the above conditions.

Refund Process and Timeline

• Requests are processed within 5 days once the return shipment is received. Refunds will be issued via the original payment method.

• Credit card refunds take 7–14 business days depending on the customer’s bank.

• If a bank refund fails, the One Mall team will contact the customer to provide bank details for manual transfer.

• Installment orders (Tabby – Tamara) will be refunded to the installment account; the installment provider will settle the request within 72 hours of the return.

Excluded Products

• Products used by the customer, determined after inspection by One Mall.

• Products damaged due to misuse, as determined by One Mall’s inspection.

• Personal care products related to hygiene and health (personal care and hair care products).

• Products purchased with a discount coupon or voucher; exchange is only possible for the same value or higher, under the stated conditions.

General Conditions

• The customer may cancel their order by contacting One Mall customer service before the order is shipped.

• Once the order is shipped to the delivery company, it cannot be canceled or modified. Changes are only possible after the customer receives the shipment, according to the stated conditions.

• The return shipment must be sent back to One Mall’s warehouse to process the request, whether for cancellation or reshipment.

• If the customer’s address is outside the courier’s coverage, the shipment must be collected from the nearest courier office. Coverage areas are determined by the courier and cannot be altered.

Return and Exchange Steps

• Submit a return or exchange request through One Mall customer service.

• A return shipping label will be sent to the email registered with the order.

• Print the label and deliver the product to the courier, ensuring it is well-protected and packaged to avoid shipping damage.

• The request will be processed upon receipt at our warehouse, provided it meets the conditions.

• Customers can deliver products to One Mall’s warehouse within 72 hours of receipt, provided the product is unused. Refunds will be issued via the original payment method.

Return/Exchange Timeframe Policy

• Returns and exchanges must be made within 7 days of purchase.

Return/Exchange Policy

• Returns/exchanges must be in full factory packaging, including labels and external carton seals.

• All accessories and gifts received with the product must be returned in their original packaging.

• Opened products with a manufacturing defect can be exchanged for the same item if accompanied by a technical report from an authorized service center in Saudi Arabia.

• For unopened products returned in original condition, shipping fees will be deducted, and the original invoice must be attached.

• If hidden damage is discovered after delivery, the customer must notify the company within 24 hours; otherwise, the company is not responsible for compensation or return.

Return/Exchange Locations and Procedures

• Returns or exchanges are only processed through the online store by contacting One Mall customer service and meeting the conditions outlined above.

Return Methods

• Customers may choose a refund or exchange for another product.

• Refunds for credit card or bank check payments will be processed through the customer’s bank account within 14 business days. The customer must follow up with their bank branch.

Exceptions Not Covered

• Damages resulting from misuse.

• Mismatched serial numbers, original cartons, colors, or appearance compared to the purchase invoice.

• All software and device drivers.

• Inks.

• Previously activated internet packages with the products.

Privacy Notice

• One Mall is not responsible for loss of customer data during return or exchange.

• One Mall is not responsible for personal information stored on the customer’s device.

• The customer is fully responsible for transferring personal data or settings to a new device if needed.

Other Terms and Conditions

• Customers may store purchased items for up to 15 days from the purchase date.

• If delivery is delayed beyond 15 days, storage at One Mall may be requested for a fee of 10% of the total product value per day.

• Returning a product due to manufacturer defect, damage during delivery, or incorrect delivery incurs no additional shipping or bank transfer fees.

• For installment orders via Tabby, if canceled during standard delivery, the customer bears a 2% fee of the order value.