Dear customer, we at Sheeel.com & Tawseel eCommerce Group believe that customer service is the corner stone of our entire business. We try our best to avoid any issues that may arise during your shopping experience with us, therefore we made sure that all our policies are transparent and simple to understand and if you need any clarification please do not hesitate to contact us directly.
Return & Exchange Policy
- You have the right to return or exchange items purchased from Taw9eel.com, a division of Tawseel General Trading W.L.L. within 14 calendar days of purchase under the following conditions:
- Returned or exchanged items must have a manufacturing defect that cannot be repaired without compromising the items quality, fake, fiddle or does not match the specifications stated on Sheeel.com.
- Returned items must be in their original packaging with all its original content, including, but not limited to, accessories and manuals.
- Returned items (unless defective, fake or fiddle) must be in resellable condition.
- Food (unless expired at time of delivery) and personal products such as, but not limited to, swimwear, underwear, newspapers, magazines, shaving equipment and hygiene products are not eligible for returns.
- Items bought during promotions or on discount are not eligible for refunds.
- You have the right to receive your refund against returned items in the same form of payment made at time of original purchase. For example, if you bought items in cash you will receive your refund in cash.
- You have the right to receive your refund in full. We will not deduct any kind of transactions fees, such as visa/mastercard/knet fees or processing fees, from your refund amount.
- You have the right to receive your refund within 10 calendar days of your original request.
- You have the right to exchange items purchased within 14 calendar days of purchase. Exchanged items must be in their original sealed packaging. We will offer you the value of the item with instore credit that will be valid for 6 months.
How to Process your Return or Exchange - Customers in Kuwait
- If you would like to return or exchange an eligible item within 48 hours of purchase, you can contact our customer service center and we will arrange for pickup from your address stated in your invoice. When we collect your item, please provide us the original invoice at time of purchase.
- If you would like to return or exchange an eligible item more than 48 hours after your purchase, please return item with the original invoice to Warsha.com (our authorized service center) at one of their following locations:
- Shuwaikh, Industrial Zone, iCity Building, Behind Al Seyassah Building.
- Avenues Mall, inside iCity.
- Eqailah, Next to the Gate Mall.
- Please allow us 10 business days to asses your return or exchange request.
How to Process your Return or Exchange - Customers in the Kingdom of Saudi Arabia
- If you would like to return or exchange an eligible item, you can contact our customer service center and we will arrange for pickup from your address stated in your invoice. When we collect your item, please provide us the original invoice at time of purchase.
- Please allow us 10 business days to assess your return or exchange request.
- Only items that specify a warranty provider and a warranty time frame on the item product page at time of purchase are eligible for warranty.
- Warranties do not cover faults caused by misuse, physical damage, water damage, software viruses or the use of operating systems, programs or accessories that are not genuine and/or not approved by manufacturer.
- To benefit from any existing warranty, please provide the original invoice to the specified service center detailed below.
- If you were not satisfied with the response of any of the service centers, please get in touch with us and we will make sure you get the treatment you deserve.
- Sheeel.com ships orders to Saudi Arabia via SAMSA Express and in Kuwait by Company's own delivery network and, from time to time, we will use 3rd party logistics partners.
- Once you have received the order, we (or our logistics partner) will ask you for your electronic or physical signature. Your signature will be a confirmation that you have received all items purchased in the order.
- If you are not present at the specified delivery address, we (or our logistics partner) can deliver the order to any person at the specified address and their signature on the order will be a confirmation that you have received all items purchased in the order.
- If we (or our logistics partner) reach your address and fail to deliver the order, please contact our customer service department to arrange an alternative delivery time. We will not be responsible for any orders that are not delivered within a period of 30 days after the day of purchase.
How to Contact Us
We are available to serve you and reply to your queries 24 hours a day, everyday including holidays. Here is how you can contact us: