Modifying requests and compensation
Compensation and Order Modification Policy:
Mowkly believes in the right of its customers to a satisfactory shopping experience and is committed to addressing product or order-related issues according to a clear and transparent compensation and modification policy.
Compensation Cases:
- Dead product received due to shipping or setup errors.
- Receipt of the wrong, incomplete, or incorrect quantity product.
No Compensation:
- Reporting the issue more than 48 hours after receiving the order.
- Failure to provide clear photos of the damaged product or shipment.
- Delays caused by the shipping company.
- Damage caused by weather conditions (e.g., heat).
Delivery delays due to:
- Customer non-response.
- Incorrect address.
- Delivery rescheduling by the customer or shipping company.
Conditions for Submitting a Compensation Request:
- The issue must be reported within 48 hours of receiving the order.
- Clear photos of the product and shipment must be attached to the request.
Compensation Mechanism:
- Damaged or Incomplete Products: Customers will be compensated for damaged or incomplete products with a voucher that does not have an expiration date.
Refunds:
- If the customer requests a refund instead of a voucher, electronic payment fees will be applied according to the return policy and the payment method used.
Sending a Replacement Product or Missing Quantity:
If the order is outside Riyadh, shipping fees will be calculated based on weight and city as outlined in the Shipping and Delivery Policy.
Note: Mowkly reserves the right to add or modify any exceptions based on the nature of the order or the issue.
Order Modification Policy:
- Modification: Orders can be modified if they are still in the warehouse and have not yet been shipped. Orders that have already been shipped are not modifiable.
- Exceptions: Orders paid through Tabby or Tamara services are not modifiable.
Financial Differences Resulting from Modifications:
- If there is a difference in the order value after modification, the difference will be compensated with a voucher with no expiry date.
- If the customer requests a cash refund, electronic payment fees will be applied according to the return policy and the payment method used.
- The customer is obligated to pay any financial differences resulting from modifications immediately to ensure the new order is approved and shipped or delivered.