Refund policy
REFUND & RETURN POLICY
1. Right of Return
We offer a 14-day return period, meaning you have 14 days from the date you receive your order to request a return.
To be eligible for a return, the item must:
-
be unused, unworn, and in the same condition as received;
-
include all original tags, labels, accessories, and packaging;
-
be accompanied by proof of purchase, such as an order confirmation or receipt.
Returns that do not meet these conditions may be refused.
2. Return Procedure
To initiate a return, please contact us at:
E-mail: care.alhilal@gmail.com
In your request, please provide:
-
Order number;
-
Full name;
-
Reason for the return;
-
Photos of the product (if applicable).
Once your request has been reviewed and approved, we will provide detailed instructions regarding the return process and the return address.
Please note that items returned without prior authorization will not be accepted.
3. Our Role as an Intermediary
Al Hilal Store operates as an intermediary between Customers and independent third-party suppliers.
Products available through our Store are shipped directly by suppliers from their warehouses. As part of our customer service, we assist Customers with returns, refunds, and complaints; however, the physical handling and processing of returned products may be performed by the supplier or designated fulfillment partner.
4. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive:
-
a damaged item,
-
a defective product,
-
an incorrect item,
-
or an incomplete order,
please contact us within 48 hours of delivery at:
We may request photographs or additional information to assess the issue and provide an appropriate solution.
Depending on the circumstances, we may offer:
-
a replacement product;
-
a partial refund;
-
a full refund;
-
another suitable resolution.
5. Non-Returnable Items
The following products cannot be returned or refunded unless required by applicable law:
Customized or Personalized Products
Products made according to customer specifications or personalized at the customer's request are non-refundable.
Examples include:
-
jerseys with custom names or numbers;
-
products with custom printing;
-
specially ordered items made to customer requirements.
Example:
-
"SMITH – 10" printed on a jersey.
Other Non-Returnable Products
We also do not accept returns for:
-
gift cards;
-
clearance or final-sale products;
-
perishable goods;
-
personal care items that have been opened or used;
-
hazardous materials, flammable liquids, or gases.
If you are unsure whether your item qualifies for a return, please contact us before purchasing.
6. Exchanges
We currently do not offer direct exchanges.
If you would like a different size, color, or product, you may return the eligible item and place a new order once the return has been approved.
7. European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to withdraw from the purchase contract within 14 days of receiving the goods, without providing any reason.
To exercise this right:
-
notify us within 14 days of receiving the item;
-
return the item in its original condition, unused, unworn, with tags attached and in original packaging.
This statutory right does not apply to personalized or custom-made products, as permitted under applicable consumer protection laws.
8. Return Shipping Costs
Unless the return is due to our error, a defective product, or an incorrect item being delivered, the Customer is responsible for return shipping costs.
Original shipping costs are non-refundable unless otherwise required by law.
We strongly recommend using a tracked shipping service, as we cannot be responsible for returns lost during transit.
9. Refunds
Once the returned item has been received and inspected, we will notify you of the outcome of your refund request.
If approved, the refund will be issued to the original payment method used for the purchase.
Refunds are generally processed within 10 business days after approval, although processing times may vary depending on your payment provider or financial institution.
If more than 15 business days have passed since your refund was approved and you have not received the funds, please contact:
10. Contact Information
For all return, refund, complaint, or exchange inquiries, please contact:
Customer Support: care.alhilal@gmail.com
We aim to respond to all inquiries within 24–48 business hours.