Return and Exchange Policy

At Aqualite Center, we are committed to delivering the highest quality services and products, while fully respecting our clients’ rights, in compliance with the applicable laws and regulations of the Kingdom of Saudi Arabia. This policy reflects our dedication to transparency and clarity throughout the customer experience—from purchase to use—and outlines the rights related to product and service returns and exchanges to ensure full client satisfaction.

First: Return and Exchange Policy for Products and Supplies

.1 General Conditions for Returns and Exchanges

• Clients may return or exchange products within 14 days from the date of receiving the order.
• Products must be:

oUnopened

oUnused

oUndamaged in any way

• Products must be in their original condition, including:

oOriginal, intact packaging

oAll tags, instructions, and labels

oAny included accessories or tools

• Clients must present:

oThe original purchase invoice, or

oElectronic proof of the purchase (e.g., order number or payment receipt)

.2 Non-returnable or Non-exchangeable Products

• Opened or used nutritional supplements
• Products with expired shelf life or those damaged due to improper storage by the client
• Personal hygiene items that cannot be resold for health and safety reasons (e.g., single-use tools)
• Any product tampered with after delivery, such as removed branding, or damaged packaging

Note: According to the Saudi Food and Drug Authority regulations, health and nutritional products cannot be returned once opened, to ensure public safety.

.3 Return/Exchange Procedure

• Clients must contact customer service via [email or phone number] within 14 days of receiving the order to request a return or exchange.
• Upon approval:

o The client bears the cost of shipping the product back.

o In case of exchange, the client also bears the shipping cost of the replacement item.

• Once the returned product is received and inspected at our center, if it meets all conditions, the return/exchange will be processed.
• Refunds will be issued using the original payment method after verifying return eligibility.

.4Return/Exchange for Damaged or Defective Products

• If the product is received damaged or with a manufacturing defect, the client may return or exchange it within 14 days of delivery without any additional charges.
• In such cases, Aqualite will bear the cost of:

o Returning the defective item

o Shipping the replacement product

• A product will only be considered defective after being inspected by our team and verified as such (not due to misuse).

Second: Subscription Refund Policy for Programs and Services

.1 Basic Refund Conditions

• Clients may request a refund for nutrition services or therapeutic/fitness programs if cancellation occurs within 48 hours of payment.
• No refunds are granted after 48 hours, except for emergency medical cases (explained below).
• Cancellation requests must be submitted in writing via: support@aqualite.sa

.2 Cancelling or Rescheduling Individual Sessions

• The client must notify the center at least 4 hours prior to the session via phone: 0509095959
• In case of valid emergencies (e.g., medical), rescheduling may be done free of charge, subject to availability.
• If the client fails to attend or cancels late (less than 4 hours in advance), the session is considered fully consumed and non-refundable.

3.Partial Use of a Subscription

• If part of a treatment or training program has been used, no refund will be issued for the unused portion, even if the full program was not completed.

4.Medical Exceptions

If a valid medical report is provided showing the client cannot continue the program, a partial refund may be issued under these conditions:

• A fixed administrative fee of SAR 500 will be deducted.
• Used sessions will be charged at the full (non-discounted) price.
• The subscription must still be active at the time of the refund request.
• No refund is allowed if less than 15 days remain before the subscription expires.
• Promotional discounts will not be included in the refund.

5. Subscription Validity

• All programs/services are subject to specific validity periods disclosed at the time of purchase.
• Clients must use all sessions within the validity period.
• Freezing, extension, or rollover of unused sessions is not allowed during or after expiry.
• Once expired, no financial compensation or refund will be provided for unused services.

6.Refund Process

• Eligible refunds (if any) will be processed via bank transfer to the client’s registered account.
• Refunds are processed only after confirming that all return conditions are met.
• Refunds take 5–7 business days from official approval of the request.
• Administrative fees or other due charges will be deducted before transferring the refund.

Third: Additional Notes

.1 Non-Acceptance of Returns/Exchanges

• Requests for refunds or exchanges will not be accepted if the client exceeds the specified time period or fails to comply with any of the conditions stated in this policy.
  • Refunds will not be granted if the client refuses to receive the product or service after booking or purchase without a legitimate or documented reason.
  • In cases where incorrect or inaccurate information is provided during the booking or purchase process (such as contact details or bank account information), the center will not be responsible for any delay or failure in executing the service or refunding payments.
  • Transferring or assigning purchased services or programs to another person is strictly prohibited. Refund or transfer requests made by anyone other than the original purchaser will be declined.
  • The center reserves the right to refuse any refund or exchange request that does not comply with these terms or the approved sales policies..

2.Complaints Handling

• Clients may submit complaints in case of dissatisfaction via:

o Email: support@aqualite.sa

o Phone/WhatsApp: 0509095959

• Complaints will be handled seriously and in line with applicable Saudi regulations.
• The center reserves up to 5 business days to respond, and processing time may vary depending on the nature of the complaint.
• Filing a complaint does not guarantee a refund unless it meets all return policy terms.

3. Policy Updates & Regulatory Compliance

• The center reserves the right to update this policy at any time to comply with:

o Ministry of Commerce

o Ministry of Health

o Relevant regulatory authorities

• Changes take effect immediately upon publication on official platforms.
• Clients are responsible for reviewing updates. Continued use or purchases imply acceptance of changes.

4. Limitation of Liability

• The center shall not be held responsible for any delay or damage resulting from circumstances beyond its control, including but not limited to force majeure, technical failures, or logistical delays caused by third parties.
  • The unavailability of booking slots at the client’s preferred times, unsuitable available appointment times, operational crowding, or schedule adjustments due to public holidays, official vacations, or national events shall not be considered a reason for refund or compensation.
  • All programs have extended validity periods that allow clients to complete their sessions within the designated timeframe. Subscriptions may be extended for an additional month with an extra fee determined by the administration.
  • In the event of any violation of this policy’s terms by the client, the center reserves the right to cancel the service or subscription without refunding any amounts paid.

5.Contact Us

• For inquiries, complaints, please reach us via:

 Phone/WhatsApp: +966 50 909 5959

• For return/exchange requests, please reach us via:

 Email: support@aqualite.sa

• Business Hours: Sunday to Thursday – 9:00 AM to 10:00 PM