Return & Exchange Policy

Return & Exchange Policy

Astra Grain Co. Ltd. — Kingdom of Saudi Arabia

We understand that you may need to exchange or return an item purchased from our online store. To ensure the best possible experience, we have a clear policy for returns and exchanges.


Conditions for Returns & Exchanges

  • You may exchange or return any product purchased from our online store within 48 hours of receipt (Jeddah only). Returns from other regions are not available.
  • The product must be in its original condition, completely unused, with all accessories, the original packaging, and outer wrap.
  • The item must be in good condition with no signs of damage.
  • You must provide the original invoice, or use the mobile number or email registered on the online store invoice.

How to Exchange or Return

  1. Contact Customer Service via email, phone, or WhatsApp at 0549604499 / 0549608822.
  2. A customer service agent will guide you on how to send the product back to us.
  3. Once we receive the item and confirm it meets the policy conditions, we will ship a replacement or refund your payment within 3–7 business days.

Exceptions

  • Items that have been used, show signs of damage, or were stored improperly cannot be exchanged or returned.
  • Items purchased from branches or third-party stores (not our online store) are not eligible.
  • Custom/special-order items are not eligible.
  • Defective items can only be exchanged/returned after inspection by our technical team to confirm a genuine defect.
  • Items that do not match the website description can only be exchanged/returned after providing evidence of the discrepancy.

Costs

  • The customer bears the shipping cost to return the product to us for exchanges or returns.
  • For exchanges, the customer also bears the shipping cost of the replacement item.
  • If the error is on our side (e.g., wrong item sent or defective item), we will cover the return shipping and the shipping of the correct/replacement item to you.

Notes

  • We recommend photographing the product before shipping it back to document its condition.
  • We reserve the right to decline any return or exchange request that does not meet the conditions of this policy.