Return & Exchange Policy
At Reefi, we strive to provide our customers with an easy and convenient shopping experience, and we hope you enjoy everything our website has to offer. We guarantee our customers' complete satisfaction with our products. If you are not fully satisfied, you have the right to exchange or return your items in accordance with the following terms.
Terms & Conditions for Returns and Exchanges:
Eligible Period: Customers have the right to request a return or exchange within a maximum of 7 days from the date of delivery. For safety and hygiene reasons, products from the "Serena" brand are strictly excluded from returns and exchanges to protect your children.
Product Condition: The product must be in its original condition, unused, and in its original packaging.
Sealed Packaging: Products cannot be returned or exchanged once the outer packaging or seal has been opened.
Exchange Processing: The replacement product will be dispatched only after we receive the exchanged item back from the shipping company and verify its condition.
Standard Fee: A standard fee of 30 SAR applies to return and exchange requests.
Free Shipping Adjustment: If the original order qualified for free shipping (by exceeding the free shipping threshold), and the total order value drops below that threshold after a return or modification, the standard shipping fee will be deducted from the refund amount.
Online Orders: Orders placed online through the online store cannot be returned or exchanged at Reefi physical branches.
In-Store Purchases: Items purchased from physical branches cannot be returned or exchanged through the online store.
Customized Items: Embroidery and customized orders cannot be exchanged, returned, or canceled under any circumstances.
Full Order Returns: In the event of a full order return, both the return fee and the original shipping fee will be deducted from the total refunded amount.
Online Store Return & Exchange Procedure:
Return Procedure:
After contacting our customer service and filling out the return request via:
Email: help@two.sa
WhatsApp: +966539912222
We will issue and send you a shipping label. You must then hand over the product along with the label to the shipping company. The refund will be processed within a maximum of 14 business days after we receive the item and verify its safety and original condition.
Exchange Procedure:
After contacting our customer service and filling out the exchange request via:
Email: help@two.sa
WhatsApp: +966539912222
We will send you a shipping waybill number. You must then hand over the product to the shipping company. The replacement product will be shipped out once we receive the original item and ensure it is in its original, undamaged condition.
Order Modification and Cancellation Policy:
Fulfillment Errors: In the unlikely event of an error in fulfilling your order on our part, you have the right to request a modification within a maximum of 7 days from the date of delivery.
Order Status: Customers can modify or cancel an order only if its status is "New". If the order status has changed to "Ready" or "In Transit", it cannot be modified or canceled. In this case, the customer can choose to return or exchange the product after receiving it, subject to the standard return and exchange conditions.
Unclaimed or Non-Received Orders:
Reefi guarantees that your products will arrive as quickly as possible. However, if a customer refuses to receive the order or fails to respond to the shipping company's delivery attempts, the customer will bear the return shipping cost of 30 SAR, which will be deducted accordingly.
Return & Exchange Policy for Reefi Physical Branches:
Eligible Period: Customers can return or exchange products within a maximum of 7 days from the date of purchase. Discounted/Sale items are excluded: they are eligible for a 1-day return and a 3-day exchange only.
Packaging Condition: Products cannot be returned or exchanged if the outer packaging has been opened.
Location: Returns and exchanges can be processed at any of our physical branches.
Receipt Requirement: The original purchase invoice/receipt must be presented to complete any return or exchange transaction in-store.