Store Policies
Last updated: 31 August 2026. These Policies are available to the Customer at the time of ordering, and the version in force on the date an Order is placed applies to that Order.
1. Introduction and scope
1.1 These store policies (the "Policies") set out the operational procedures for order processing, delivery, returns, exchanges, refunds, repairs and warranty service that apply to purchases made through the website at itsluxury.com (the "Website"). In these Policies, the "Company" means the company identified in the Terms and Conditions published on the Website at /terms-and-conditions, trading as It's Luxury, and capitalised terms not defined in these Policies have the meanings given to them in the Terms and Conditions.
1.2 The Policies supplement the Terms and Conditions and the Privacy Policy published on the Website at /privacy-policy. In the event of any conflict between these Policies and the Terms and Conditions, the Terms and Conditions prevail.
1.3 The Company may amend these Policies from time to time by publishing the amended Policies on the Website. An amendment applies only to Orders placed after its publication.
1.4 Nothing in these Policies limits or excludes any right conferred on the Customer by the E-Commerce Law and the Consumer Protection Rules (as defined in the Terms and Conditions) or any other mandatory provision of the laws of the Kingdom of Saudi Arabia, and every provision of these Policies shall be read subject to such rights.
2. Order processing and cancellation
2.1 An Order constitutes an offer by the Customer to purchase the Products stated in it, and a contract of sale is concluded only when the Company sends the Order Confirmation. The Customer shall pay the full amount of the Order, including any delivery charge or other charge displayed at checkout before the Order is confirmed.
2.2 All Products sold by the Company are genuine, and the Company does not sell counterfeit goods. If any Product purchased from the Company is at any time found to be counterfeit, the Company shall refund one hundred per cent (100%) of the price paid.
2.3 Prices are displayed in Saudi Riyal (SAR). Where a price has been displayed in error, the Company shall notify the Customer before the Order proceeds, in accordance with the Terms and Conditions.
2.4 The Customer may cancel an Order at any time before it is dispatched by contacting Customer Care; the Company shall cancel it and refund the Customer in full. Where the Order has been dispatched, the Customer shall proceed under Clause 4.
2.5 Products that are engraved, personalised, altered or made or ordered specially to the Customer's instructions are made for the Customer and, save where the Product is defective (in which case Clause 6 applies), may not be returned or exchanged. The Company shall confirm the details of such an Order with the Customer before the work begins.
3. Delivery
3.1 The Company delivers throughout the Kingdom of Saudi Arabia. The delivery options and charges are:
| Delivery option | Delivery period | Charge |
|---|---|---|
| Standard delivery | 1 to 3 days | Free |
3.2 Notwithstanding the table in Clause 3.1, on Orders below SAR 200 a delivery charge of SAR 25 applies.
3.3 Delivery options and charges may change from time to time. The charge applicable to an Order is the charge displayed at checkout before the Order is confirmed, and that charge is binding on the Company.
3.4 The Company does not deliver on Fridays, and delivery periods are calculated accordingly. The delivery options available to the Customer's address, and the estimated delivery window, are displayed at checkout. Delivery timings are estimates, and delivery may take longer during promotional periods, peak seasons and public holidays. The Company or its driver may contact the Customer to agree a convenient delivery time. If no person is available to receive the Order at the address given, the Company shall arrange an alternative delivery or inform the Customer how the Order may be collected.
3.5 The Customer shall inspect the Order on receipt. If any Product is missing, damaged or not the Product ordered, the Customer shall notify Customer Care as soon as reasonably practicable, and the Company shall remedy the matter in accordance with Clauses 4 to 6. A failure to notify on receipt does not affect the Customer's rights under Clause 6.
4. Returns and exchanges
4.1 The Company offers free returns and exchanges within the following periods, which run from the day the Customer receives the Order or collects it from one of the Company's boutiques:
| Category | Return and refund | Exchange |
|---|---|---|
| Accessories | 14 days | 14 days |
| Leather goods | 1 day | 1 day |
| Watches & jewellery | 1 day | 1 day |
| Perfumes & earrings | Not returnable | Not exchangeable |
4.2 Perfumes and earrings are excluded from return and exchange for reasons of hygiene and consumer health. This exclusion does not apply to a defective Product, to which Clause 6 applies.
4.3 Conditions of return and exchange. To qualify for a refund or exchange under this Clause 4, the Product and everything supplied with it must be returned as follows:
- (a) in its original packaging, including box and dust-cover where applicable, with all price tags, brand and product labels and instructions still attached, and with any authenticity or warranty cards supplied with the Product;
- (b) unaltered, unused, undamaged and in fully sellable condition, in the state in which it was received from the Company or its courier;
- (c) together with any gift or promotional item supplied with the purchase, unopened, undamaged and with its own tags, labels and instructions intact; and
- (d) accompanied by the original proof of purchase or Order Confirmation.
4.4 The Company reserves the right to decline a return or exchange where the conditions in Clause 4.3 are not met, including where a part or accessory is missing or where a Product has been damaged by misuse or shows wear beyond normal handling. A decision under this Clause 4.4 does not affect the Customer's rights under Clause 6 in respect of a defective Product.
4.5 Procedure. To return or exchange a Product the Customer shall either (a) contact Customer Care, which shall arrange collection of the Product from the Customer's address in the Kingdom of Saudi Arabia, or (b) bring the Product to any of the Company's boutiques together with the Order Confirmation, where the boutique team shall apply the conditions in Clause 4.3.
4.6 For the avoidance of doubt, the periods in Clause 4.1 apply to returns and exchanges made otherwise than by reason of a defect. They do not limit, shorten or replace (a) the Customer's rights in respect of defective or non-conforming Products under Clause 6 and the E-Commerce Law and the Consumer Protection Rules, or (b) any mandatory right of return or withdrawal conferred on the Customer by law, each of which applies on its statutory conditions notwithstanding the expiry of any period, or any exclusion, in Clauses 4.1 and 4.2.
4.7 Where the E-Commerce Law confers on the Customer a right of withdrawal for a period longer than a period stated in Clause 4.1, or in respect of a category stated in Clause 4.1 as not returnable, that statutory right applies on its statutory conditions and is not reduced by these Policies.
5. Refunds
5.1 Upon receipt of the returned Product and confirmation that the conditions in Clause 4.3 are met, or upon acceptance of a return under Clause 6, the Company shall refund the full price of the Product within ten (10) Working Days of approval.
5.2 Refunds are made as follows:
- (a) payments by credit or debit card, including through the local debit card network, are refunded to the card used for the purchase;
- (b) where a refund cannot be made to the payment method used for the purchase, and in respect of cash-on-delivery payments, the refund is made as Store Credit or by bank transfer, as the Customer elects. The Company shall request the Customer's election before issuing the refund and, where a bank transfer is elected, the Customer shall provide the account details necessary to effect it;
- (c) instalment payments are refunded through the instalment provider, which shall adjust or cancel the Customer's instalment plan under its own terms; and
- (d) where payment was made partly with Store Credit, the Store Credit is refunded first and in full as Store Credit, and the balance is refunded to the other payment method used.
5.3 Store Credit issued under Clause 5.2 shall not expire and may be redeemed against any subsequent purchase, whether made on the Website or at any boutique operated by the Company. Store Credit is not exchangeable for cash save where the Company is required to do so by applicable law.
5.4 Where a refund by bank transfer cannot be completed because the Company has not received the Customer's bank details, Customer Care shall contact the Customer to obtain them, and the refund shall remain available to the Customer; the Company shall not treat an uncollected refund as forfeited.
5.5 Where a return does not meet the conditions in Clause 4.3 and is not accepted under Clause 6, the Company shall inform the Customer and return the Product to the Customer.
6. Defective Products
6.1 Where a Product is defective, does not conform to its description or specifications, or is not the Product ordered, the Customer may report it to Customer Care at any time, notwithstanding any period or exclusion in Clause 4, including the exclusion of perfumes and earrings and the periods for watches and jewellery. The Company shall examine the Product and, where the defect is established, the Customer is entitled, in accordance with the E-Commerce Law and the Consumer Protection Rules, to the repair of the Product, its replacement, or the refund of its price, without charge to the Customer. The conditions in Clause 4.3 apply to a defective Product only to the extent compatible with the nature of the defect; a Customer is not required to return a defective Product in unused condition.
6.2 Nothing in these Policies limits or excludes the Customer's rights under the E-Commerce Law and the Consumer Protection Rules or any other mandatory provision of the laws of the Kingdom of Saudi Arabia in respect of defective or non-conforming goods.
7. Warranty and authenticity
7.1 Certain Products carry a manufacturer's warranty. Where a manufacturer's warranty applies, this is stated on the product page and the warranty documents are delivered with the Order. A warranty claim is made under the manufacturer's terms, and Customer Care shall assist the Customer with the claim.
7.2 The original invoice or proof of purchase serves as the warranty card: the warranty is valid only for the party named on it, and it must be presented with each warranty or service request; where it is not presented, the Company may charge for inspection and repair at its prevailing service rates.
7.3 Unless the manufacturer's terms provide otherwise, the warranty does not cover: (a) consumable parts, such as watch batteries, or protective coatings and finishes designed to diminish with time and use, unless the failure is due to a defect in materials or workmanship; (b) damage resulting from accident, misuse, abuse, theft, fire, breakage or spillage of liquid; and (c) repair or alteration carried out by any person outside the Company's or the manufacturer's authorised workshop.
7.4 The manufacturer's warranty does not of itself entitle the Customer to the replacement or return of a Product. It is in addition to, and does not replace or limit, the Customer's rights under Clause 6.
8. Language
8.1 These Policies are published in English and in Arabic. In the event of any inconsistency or conflict between the two texts, the Arabic text shall prevail.
9. Contact and Customer Care
9.1 Customer Care is available every day from 09:00 to 22:00:
- Email: customercare@itsluxury.com
- Telephone: +965 1881188
- Post: United Luxury Corp, Building 279, King AbdulAziz Road, Sulaimaniah District, Riyadh 11578, Kingdom of Saudi Arabia, P.O. Box 75056
