Red Lace Eye Mask

At (Shosy), customer satisfaction is our top priority for products purchased through our website. If you wish to return or exchange a product, please be aware of the following terms and conditions: 

-       Products such as lingerie and intimate apparel and items containing underwear components—including but not limited to: bras, underwear, shapewear, swimwear, costumes, accessories, socks, stockings, and home slippers—cannot be returned or exchanged to ensure customer safety and in compliance with regulations set by the Ministry of Commerce.

-       For products eligible for return or exchange (excluding those mentioned above), items must be in their original condition, with their brand-specific packaging, price tags, and original invoice. Products must be unused, undamaged, unwashed, unscented, and free from cosmetic or dirt marks.

-       Customers must provide a photo of the product they wish to return or exchange, along with the reason for their request. 

-       Returns or exchanges will be refused if the product fails quality or safety checks upon inspection. 

-       If a non-returnable product is sent back for a return, it will be shipped back to the customer, and the shipping fees will be charged. Delivery of such products will be completed within 14 business days. Refusal to accept the returned shipment absolves us of any further obligation to return it unless the customer agrees to pay the additional shipping fees. 

-       Customers may request one free exchange. For additional exchanges, extra shipping charges will apply. 

-       If a defective product is received, it may be exchanged, but shipping costs will not be refunded unless the customer proves the defect

-       Products eligible for return must be sent back within 14 days of receipt. 

-       For exchanges, requests must be submitted within 14 days of delivery, with product collection completed within 14 business days. 

-       Discounted items can be exchanged if they meet the exchange criteria but cannot be returned for a refund. 

-       If the product was purchased as part of a multi-item promotion, all items included in the promotion must be returned if a refund is requested. If partial returns result in the order value dropping below the free shipping threshold (SAR 299), shipping fees will be deducted from the refund. 

-       If a free gift was included in the purchase, it must also be returned along with the product to process a return.

-       Failure to comply with courier instructions for product returns or exchanges within 14 days will result in the request being canceled.

-       For products purchased as a gift, they cannot be refunded or exchanged after payment. However, the recipient may request a gift credit voucher valid for 3 months from the date of the gift. 

Return and Exchange Process

Send the following details via email to info@shosy.com:

- Order number. 

- Product codes for items to be returned/exchanged. 

- Reason for return/exchange for each item. 

- Pickup address. 

Once eligibility is confirmed, our courier service will contact you to complete the process. 

Refund Policy

-    Refunds will be processed after the returned products are received and inspected. Delivery fees will not be refunded unless the product is defective or incorrect. 

-       Refunds will be processed within 10–14 business days for prepaid and cash-on-delivery orders once the warehouse confirms the product's condition. 

-       For payments made via credit or debit cards, the refund may take additional time to reflect in your account, subject to your bank's policies. We are not responsible for delays caused by the issuing bank. 

Order Cancellation

-       Customers may cancel orders within 1 hour of purchase by contacting our customer service team at info@shosy.com 

-        If payment was made via credit card, the refund will be processed within 14 business days, but delays may occur due to bank processing times.