Refund policy

Exchange and Return Policy

At Carina, your comfort is our trust. Because our products are uniquely delicate and carefully designed for you, and out of our commitment to the highest health and safety standards, we have established a clear and flexible exchange and return policy to ensure you a safe and exceptional shopping experience.

 

 

1- Exchange and Return Period

  • You may request an exchange or return within 7 days from the date of receiving the order.

  • After 7 days, we cannot accept any exchange or return requests.

 

 

2- Conditions for Accepting Returns

  • Items must be in their original condition, unused, and accompanied by the original packaging and invoice.

  • Keeping Carina’s Label Card is a mandatory requirement for returns.

  • If the product reaches the warehouse in a condition different from how it was originally delivered, it will be rejected and returned to the customer, who will bear a fee of forward shipping .

  • For multi-product offers, all products purchased under the offer must be returned together.

 

 

3- Non-Returnable or Non-Exchangeable Products

For your safety, and due to the sensitivity of these products and our commitment to maintaining required health standards, the following categories cannot be exchanged or returned:

  • Underwear and lingerie (bras, panties, teddies, shapewear such as corsets and bodysuits, etc.).

  • Swimwear.

  • Towels of all types.

  • Embroidered orders cannot be exchanged, returned, or even canceled.

  • Silk products can only be exchanged or returned if delivered damaged or incorrect.

  • Discounted items or special offers.

  • Beauty and personal care products such as perfumes, sprays, oils, scrubs, and Carina Beauty sets.

 

 

4- Warranty for Damaged or Missing Products

  • If a product arrives damaged:

     Contact customer service within 24 hours with photos/videos showing the issue. The request will be reviewed within 2 working days, and upon approval, the product will be exchanged or refunded within 5–7 working days.

  • If the wrong product is received:

     It will be returned within 7–10 working days for inspection, and the correct product will be sent within a maximum of 5 working days.

  • If the order is lost before delivery:

     A replacement will be sent within a maximum of 3 working days.

  • If the order is incomplete:

     Contact customer service within 24 hours, and the missing product will be sent within a maximum of 6 working days.

 

 

5- Shipping and Return Fees

  • The first return within Saudi Arabia is equal to shipping cost

  • For repeated returns or failure to receive a shipment from the courier, an additional fee of 29 SAR (excluding VAT) will be charged.

  • Shipping fees and cash-on-delivery charges are non-refundable, unless the product is damaged or incorrect.

 

 

6- International Orders

  • Exchange and return policy is only available within the Kingdom of Saudi Arabia.

  • Orders shipped outside the Kingdom cannot be exchanged or returned.

 

 

7- Gifts and Gift Vouchers

  • Gifts can be exchanged with a gift receipt but cannot be refunded in cash.

  • Gift vouchers are non-refundable.

 

 

8- Refund Processing Time

  • For cash-on-delivery payments, refunds will be transferred to the customer’s bank account.

  • Refunds usually take 10–14 working days using the original payment method.

  • For Mada card customers, refunds may take up to an additional 4 weeks depending on Mada network and issuing bank policies.

  • For inquiries or to follow up on exchange/return requests, please contact our customer service team through our official channels.

 

 

9- Order Cancellation

  • Orders can be canceled within 1 hour only of purchase by contacting customer service.

  • After 1 hour, the regular exchange and return policy will apply.