Introduction

At Aqualite Sports Hydrotherapy Center, we are committed to providing the best services and products in accordance with the highest quality standards while respecting our customers’ rights under the applicable regulations in the Kingdom of Saudi Arabia. This policy is based on the decisions of the Ministry of Commerce to ensure that customer rights are protected at all stages of purchasing our products or using our services.

First: Product and Equipment Return & Exchange

1. General Conditions for Returns and Exchanges:

• Customers have the right to return or exchange products and equipment within 14 days of receiving the order, provided that the products are unopened, unused, and undamaged.
• Products must be in their original condition, with all packaging and original labels intact.
• Customers must provide a purchase invoice or any document proving the purchase.

2. Non-Returnable or Non-Exchangeable Products:

• Opened or used dietary supplements or any other products.
• Products with expired validity or those that have been damaged due to improper storage conditions.
• Health-related or safety-sensitive products and equipment that cannot be resold.
• Any product that has been modified or tampered with after purchase, such as removed labels or altered components.

3. Return or Exchange Process:

• Customers must contact Customer Service via [email or phone] within 14 days of receiving the order to request a return or exchange.
• If the return is approved, the customer bears the shipping costs for returning the product.
• If exchanging a product, the customer bears the shipping costs for the replacement product.
• Once the returned product reaches our center, it will be inspected, and if it meets the criteria, the return or exchange will be processed.
• Refunds will be issued using the original payment method after verifying compliance with return conditions.

4. Returns or Exchanges for Defective or Damaged Products:

• If the product arrives damaged or has a manufacturing defect, the customer has the right to return or exchange it within 14 days at no additional cost.
• If the defect or damage is confirmed, the center will cover the shipping cost for returning and replacing the defective product.

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Second: Service Subscription Refunds

1. Basic Refund Conditions:

• Customers can request a refund for nutrition center services if the booking is canceled at least 24 hours before the scheduled appointment.
• If cancellation occurs less than 24 hours before the session or training, the customer is not entitled to a refund.
• If cancellation is due to emergency or legitimate reasons, the session may be rescheduled based on availability.

2. Booking Cancellation or Modification:

• Customers must notify the center via [email or phone] at least 24 hours before the scheduled appointment to cancel or modify their booking.
• If a customer fails to attend or cancels late, the full payment will be non-refundable.

3. Refund for Partial Use of Services:

• If a customer has used part of their treatment or fitness sessions, they may request a refund based on the standard session price, deducting the amount already used.
• The request must be made within 14 days of payment; after this period, no refund requests will be accepted.
• An administrative fee of 250 SAR will apply to program subscribers requesting a refund.
• Any applied discounts or offers will not be included in the refunded amount.
• Refund calculations will be based on the number of unused sessions or training sessions only.

4. Subscription Validity Period:

• All service subscriptions have a set validity period, and customers must use their sessions within this timeframe.
• After 14 days from the payment date, customers cannot request a refund, even for unused sessions.
• If the 14-day period has passed, no refund or compensation for unused sessions will be provided.
• The validity period is determined at the time of purchase or service registration, and customers cannot claim refunds or compensation after the validity period expires.

5. Refund Processing:

• Refunds will be issued via bank transfer to the customer’s designated account after verifying eligibility.
• Refunds are only processed if the conditions, such as the 14-day period and subscription validity, are met.
• The refund process may take 5 to 7 business days from the approval date.
• Administrative fees (if applicable) will be deducted before issuing the refund.

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Third: Additional Notes

1. Non-Acceptance of Returns or Exchanges:

• Returns or exchanges will not be accepted if the return period has expired or if the conditions outlined in this policy are not met.
• Refunds are not provided if the customer refuses to receive the product or service after booking or purchase.

2. Handling Customer Complaints:

• If a customer is dissatisfied with the service or product, they may submit a complaint through the center’s available communication channels.
• Complaints and claims will be reviewed in accordance with the regulations and policies of the Kingdom of Saudi Arabia, and we will address them as quickly as possible.

3. Compliance with Regulations:

• The center reserves the right to modify or update this policy at any time to align with changes in laws and regulations issued by the Ministry of Commerce or other relevant authorities.
• Customers are encouraged to stay updated with policy changes to ensure full compliance.

Contact Us

For any inquiries, refund or exchange requests, please contact Customer Service at:

• Email: [Support@aqualite.sa]
• Phone: [966509095959]