Frequently Asked Questions:
What is the replacement or refund period at Watad?
You can request an exchange or return within 7 days of receiving the product . If there is a manufacturing defect, please report it within 48 hours of receipt.
What are the conditions for accepting a return or exchange?
- The product must be in its original condition, unused, unassembled, and with all packaging and cartons.
- The original invoice must be attached with the application.
- Some specialty products, such as bedding, pillows, and towels, cannot be returned for hygiene reasons.
Can the product be exchanged for a different color or size?
We do not offer direct color or size exchanges. If you require a different color or size, you can return the original product and purchase a new one .
Who bears the shipping costs for returns?
- If the return is due to a manufacturing defect or an error by Watad, Watad will bear the shipping costs.
- In other cases, the customer bears the shipping fees.
How will the amount paid be refunded?
- Credit/Debit Cards: Refunds will be processed within 7–14 business days depending on the bank.
- Cash on Delivery: Refund via bank transfer or purchase credit (voucher).
- Discount Vouchers: Redeem as a purchase credit of the same value.
Can I return upholstered products or pillows?
Unfortunately, some products, such as bedding, pillows, sheets, and towels, cannot be returned for hygiene reasons, unless there is a proven manufacturing defect.
What do I do if my product arrives damaged?
Please contact customer service within 48 hours of receipt . The product will be inspected and processed according to the policy: repair, replacement, or refund.
Can orders be returned from all regions of Saudi Arabia?
Yes, return and exchange services are available throughout the Kingdom of Saudi Arabia, whether via home delivery or return to a nearby store.
Can I assemble the furniture myself or do I have to have it assembled by Twad?
- Most products can be installed yourself using the included instructions, but some large or detailed products require installation by our team to ensure quality.
Can furniture be returned if it doesn't fit the space in the house?
- Furniture can only be exchanged or returned if it is unused, unassembled, and in excellent condition within 7 days. If the product has been assembled, it can only be returned if there is a manufacturing defect.
Is the return policy different for custom furniture?
- Yes, custom-designed or bespoke products cannot be returned or exchanged unless there is a proven manufacturing defect.
Can products that have been stored or transported for a long time before use be returned?
- The customer must keep the product in its original condition. Any prolonged or improper storage will be the customer's responsibility, and the warranty will not cover it unless there is a manufacturing defect.
What is the procedure if my product arrives with a missing part or missing spare parts?
- Please report within 48 hours of receipt. The missing item will be sent or the product will be replaced, depending on the condition.
Does the warranty cover damage from daily use?
- The warranty covers manufacturing defects only, not damage resulting from misuse or neglect.
How do I deal with slight color or style differences between the product and the images on the website?
- Slight color variation due to lighting or monitor settings is normal and is not a reason for return. Unless the color or style is significantly different from what you ordered, an exchange request may be submitted.
