Refund policy

RETURN AND REFUND POLICY – FAKHAMA ENGRAVED

Last Updated: [17/05/2026]

At Fakhama Engraved, we want you to love your personalized pen. Because each pen is custom‑engraved with the name or text you provide, we have a limited return policy for change‑of‑mind returns – but we fully stand behind the quality of our work. Please read this policy carefully.

1. NON‑RETURNABLE ITEMS (Change of Mind)

Under Article 13 of the Saudi E‑Commerce Law, the 7‑day cancellation right does not apply to:

  • Products made to your specifications or clearly personalized – this includes all engraved pens with custom name stamping.

Therefore, we do not accept returns or exchanges if you simply change your mind, choose the wrong name, or decide you don't like the engraving style after the order has been processed.

Please double‑check the spelling, name format, and any special characters before placing your order. Once we begin engraving (typically within [24 hours] of order placement), we cannot cancel or modify your order.

2. RETURN ELIGIBILITY (Defective / Wrong Product)

We do accept returns and offer refunds or replacements in the following situations:



Issue Eligible? What We Will Do
Manufacturing defect (pen does not write, clip breaks, barrel cracks under normal use) ✅ Yes Replace or refund
Engraving error caused by us (e.g., we engraved "Ahmed" when you submitted "Ahmad") ✅ Yes Replace or refund
Wrong product sent (e.g., you ordered a gold pen, received a silver pen) ✅ Yes Replace or refund
Damage during delivery (package arrives crushed, pen visibly broken) ✅ Yes Replace or refund
Change of mind (you no longer want the pen, found a cheaper option, or misspelled the name yourself) ❌ No Not eligible

3. RETURN TIMEFRAME

If your issue qualifies under Section 2 above, you must:

  • Notify us within [2 days] of receiving your order (date of delivery as per rider confirmation).

  • Return the product within [7 days] of receiving your return authorization.

Returns requested after [7 days] may be accepted at our sole discretion but are not guaranteed.

4. HOW TO REQUEST A RETURN

  1. Contact us via WhatsApp or email at:

    • WhatsApp: +966567097607 

    • Email: growmore.admin@gmail.com

  2. Provide the following information:

    • Your order number

    • A clear photo or short video showing the defect, damage, or engraving error

    • A brief description of the issue

  3. Wait for our approval. We will respond within [2 business days] with return instructions.

  4. Do not ship the product back until you receive our approval and return address.

5. RETURN SHIPPING COSTS



Reason for Return Who Pays Return Shipping?
Defective product (our fault) We pay (we will provide a prepaid shipping label or arrange rider pickup)
Engraving error by us We pay
Wrong product sent by us We pay
Damage during delivery We pay
Change of mind (not eligible) N/A – returns not accepted

For eligible returns, you will not be charged any additional fees. We use our own delivery rider for pickup within major cities in KSA.

6. REFUND PROCESS AND TIMING

If you request a refund (instead of a replacement):

  1. Once we receive the returned product and inspect it (or receive clear photo/video evidence), we will approve your refund.

  2. Refunds will be issued to your original payment method (bank transfers).

  3. Refund processing time: [7 to 14 business days] from the date of approval.

    • The exact timing depends on your bank or payment provider. We will notify you via WhatsApp when the refund is initiated.

Important: If you paid via Tabby or Tamara, the refund will be processed through their platform. Please contact them directly if you do not see the refund within [14 days].

7. EXCHANGE OPTIONS

We offer free exchanges for defective or wrong‑product issues. You may:

  • Exchange for the exact same product (corrected engraving if our error)

  • Exchange for a different pen model of equal value (subject to availability)

  • Exchange for a gift voucher of the same value (valid for [6 months])

Exchanges follow the same return process as above. We will ship the replacement product to you at no additional cost after receiving the returned item.

We do not offer exchanges for change‑of‑mind reasons.

8. DAMAGED OR DEFECTIVE PRODUCT HANDLING

Upon delivery: Please inspect your package immediately. If you notice visible damage to the box or pen:

  • Take photos before opening (showing the damaged packaging)

  • Do not throw away the original packaging

  • Contact us within [24 hours] of delivery via WhatsApp

If the pen has a manufacturing defect that appears after normal use (e.g., the ink stops flowing after [2 weeks]), please contact us with a short video showing the issue. We will evaluate and, if confirmed as a defect, offer a replacement even beyond the [7‑day] return window – up to [30 days] from delivery.

Force majeure: Damage caused by dropping, water, improper storage, or normal wear and tear is not covered.

9. CUSTOMER CONFIDENCE GUARANTEE

We want you to feel confident gifting Fakhama Engraved pens to your loved ones. That is why we offer:

  • Hassle‑free defect resolution – we trust our customers. If you send clear evidence, we will not ask unnecessary questions.

  • Rider pickup for eligible returns – you do not need to visit a post office.

  • Full refund or replacement – your choice.

If you are ever unhappy with a legitimate quality issue, we will make it right. Just reach out.

10. CONTACT INFORMATION

For all return, refund, or exchange requests, please contact:

Fakhama Engraved – Customer Support

  • WhatsApp (fastest): +966567097607 

  • Email: growmore.admin@gmail.com

  • Business hours: Sunday–Thursday, [9 AM to 6 PM KSA time]

Please include your order number in every message so we can assist you quickly.

This Return and Refund Policy is established in compliance with the Saudi E-Commerce Law and is designed to protect both you (the consumer) and us (the seller).