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Return and Exchange Policy

Exchange and Return Policy


This exchange and return policy applies to all orders placed through the Sharbt online store via the Salla platform. It covers the following products: cold beverages, ice cream, hot beverages, natural products, matcha, and bases, as listed on the Sharbt website.



Definitions

Unless the context requires otherwise, the following terms shall have the meanings indicated:


Food Products / Order:

Includes all beverages (cold or hot), such as ice cream, matcha, and natural base ingredients, whether frozen or ready for consumption.


Customer / Buyer:

Any natural or legal person who purchases a product from Sharbt via the Salla platform.


Company:

Sharbt Company.


Exchange:

Replacing a defective product with an identical or similar product, as requested by the customer and approved by customer service.


Return:

Returning the product to the factory and refunding the paid amount after meeting the specified conditions.


Shipping Company:

Any shipping and delivery service contracted by Sharbt.



Exchange and Return Terms Before Order Shipment



  1. The customer/buyer cannot exchange the product after order confirmation at any time.
  2. The customer/buyer may return the product after order confirmation and before shipment, with a full refund issued to the same payment method used.



Exchange and Return Terms After Order Shipment



  1. The customer/buyer may return the product if it is defective or does not match the order. This must be reported within 12 hours of receipt, with photos attached showing the issue.
  2. The customer/buyer may return the product in its intact condition. This must be reported within 12 hours of receipt, with a photo showing its good condition.
  3. The customer/buyer cannot return the product after opening its packaging, using it, or in any other way that indicates usage.
  4. No return requests will be accepted after 12 hours of delivery. Failure to submit a request within this period forfeits the customer’s right to return.



Responsibility for Return Shipping Costs



  1. If the error is on the company’s side (defective product, expired date, wrong product), the product will be replaced or refunded at no cost to the customer.
  2. If the product is correct and the issue is unrelated to its quality, or if the customer cancels after shipment, the customer bears the cost of shipping and delivery (both ways, if applicable).



Steps for Exchange and Return



  1. Contact customer service within 12 hours of receiving the product via one of the following:
  1. Provide the support team with the following information:
  • Order number: ()
  • Description of the issue: ()
  • Photos of the product showing damage or condition: ()
  1. After reviewing the request, a response will be provided within 48 working hours, specifying the appropriate action (exchange, return, or rejection).



Refund Process



  1. If the return request is approved, the refund will be issued to the original payment method within 7–14 business days, depending on the bank or service provider’s policy.
  2. The customer will be notified once the refund process begins and provided with details via Salla platform, email, or SMS.



General Provisions



  1. Any issue must be reported within 12 hours of receipt through customer service channels.
  2. Returns are not accepted for opened, used, or improperly stored products, as indicated on the packaging.
  3. Product exchanges are not permitted; the policy allows for returns only.
  4. The original invoice must be attached with any exchange or return request.
  5. This policy is applied in accordance with the E-Commerce Law and the Consumer Protection Law of the Kingdom of Saudi Arabia.