Refund policy

At Platinum, we are committed to providing our customers with an exceptional experience in every detail. To ensure full transparency, we have outlined our return policy as follows:

1. Return Terms (For Shipped Orders):
• Returns can be made within 24 hours of receiving the order, provided that the original purchase invoice is attached to the return form.
• Refunds will be processed within 7 to 14 days from the date of the return invoice, and the customer will bear the shipping cost.
• If the product has a manufacturing defect, the customer is entitled to a return within 24 hours of receiving the order, and no shipping fee will be deducted.
• When handing the product to the shipping company, please ensure that the label provided by us is attached, and that the product is unused, in its original condition, and in its original packaging.
• If the product is not returned in its original packaging, a deduction of SAR 30 will be applied.
• If a returned product is received in a damaged, used, or otherwise non-compliant condition that does not meet our return policy requirements, we reserve the right to reject the return request and ship the product back to the customer. If the customer refuses to receive the product, Platinum shall bear no responsibility for the product or any consequences arising thereafter.
• If the customer fails to hand over the product to the shipping company within 24 hours, the return request will be canceled.

2. Return Terms (For In-Store Pickups):
• Products collected from the branch must be returned within 24 hours from the pickup date. The return request form must be completed through our website, and the product must be delivered on the same day.
• The product must be returned to the same branch it was collected from; returns to other branches are not allowed.
• The product must be unused, in its original condition, and in its original packaging.
• If the product is not returned in its original packaging, a deduction of SAR 30 will be applied.

3. Bank Account Information:
• When submitting a return request, please fill out the return form and provide the bank account details of the same customer listed on the purchase invoice (Name – Account Number – IBAN).
• Refunds cannot be transferred to a different bank account that is not listed on the original invoice.
• If the customer’s name or bank account differs, the refund will be made to the same card or account used for the purchase.
• The refund process may take 3 to 14 business days, depending on the bank’s policy.

4. Refund Method:
• If payment was made by credit card (Visa, MasterCard, American Express, etc.), the refund will be issued to the same card used for the purchase. The process may take 7 to 14 business days, depending on the bank’s policy.
• A 2% processing fee charged by the bank will be deducted from the refund amount.

5. Products Opened or Used at the Customer’s Home:
• Products that have been opened or used cannot be returned unless a manufacturing defect is found, and the return request is made within 24 hours of receiving the order.