Complaints Resolution Policy

Nasij Ward is committed to providing high-quality products and complying with the applicable Saudi Arabian E-Commerce and Consumer Protection regulations. This policy outlines the procedures for submitting and resolving complaints.

Nasij Ward – نسيج وردCommercial Registration No: 7051618481

1. Submitting a Complaint

Customers may submit a complaint if there is any issue related to the product or service received, within the timelines specified below.

Official communication channels:

Email: info@nasijward.com
Customer Service WhatsApp: 00966571556128

Required information:

Order number
Clear description of the complaint
Supporting photos (if applicable)

2. Response Time

Nasij Ward commits to reviewing and responding to complaints within a maximum of five (5) business days from the date the complaint is received, in accordance with Saudi E-Commerce regulations.

3. Accepted Complaints

Clear manufacturing defects
Product received does not match the specifications or description displayed on the website
Damage caused during shipping, provided it is reported within 48 hours of delivery

4. Non-Accepted Complaints

Minor variations in color or texture resulting from natural cotton characteristics or photography lighting
Damage caused by misuse or failure to follow care and washing instructions
Products that have been used or washed
Made-to-order or customized products once approved and delivered, particularly for B2B orders

5. Resolution Process

Upon review and verification of the complaint, Nasij Ward reserves the right, at its sole discretion and in accordance with applicable regulations, to take one of the following actions:

Replace the defective product
Repair the defect where feasible
Issue a partial or full refund, depending on the case

6. B2B Complaints

Complaints must be submitted within five (5) business days from the delivery date
Complaints will not be accepted after usage or washing
Any dispute shall be governed by the terms stated in the approved quotation or supply agreement

7. Final Response

Any written response issued by Nasij Ward via email or official WhatsApp shall be considered the final and binding response to the complaint.

8. Governing Law & Jurisdiction

This policy and any disputes arising from it shall be governed by the laws and regulations of the Kingdom of Saudi Arabia, and the competent courts of Saudi Arabia shall have exclusive jurisdiction.