Return & Refund Policy

Welcome to BANKO. We are committed to providing a clear, transparent, and organized shopping experience. Please read the following Return & Exchange Policy carefully.

Important

Acknowledgment and Acceptance

By using the website, placing any order, or benefiting from any service, promotion, shipping, delivery, or related feature, the customer expressly, irrevocably, and legally acknowledges and agrees to this Return & Exchange Policy, as well as all applicable Terms & Conditions and related policies.

The customer further acknowledges that failure to read, review, or understand this policy shall not affect its legal validity or relieve the customer of any obligations arising from it.

Electronic Consent

The customer expressly, irrevocably, and legally acknowledges that, before completing any order, they electronically accepted the Terms & Conditions and the Gift Policy by selecting the designated consent checkbox prior to proceeding with payment.

Such electronic acceptance constitutes a legally binding acknowledgment that the customer has read, understood, and fully agreed to all policies, terms, and conditions, including but not limited to the Gift Policy, Shopping Voucher Policy, operational fees, bank payment processing fees, order cancellation conditions, refund procedures, and all provisions contained in this policy.

Accordingly, the customer shall have no right thereafter to object or claim that they were unaware of or had not reviewed any of these policies or conditions.

Submitting a return or exchange request, whether through Customer Service or via the website, constitutes the customer's acknowledgment that they have read, understood, and fully accepted this Return & Exchange Policy without reservation.

Request Submission Period

Customers may submit a return or exchange request within 24 hours only from the time the order is received.
Requests submitted after the expiration of the 24-hour period will not be accepted.

How to Submit a Return or Exchange Request

If the customer wishes to submit a return or exchange request within the specified period, they must contact Customer Service through the official WhatsApp account or submit the request through the website, providing the following:

A clear photo of the product.
A clear video showing the product's condition.
A detailed explanation of the reason for the request.
Any additional documents or information requested by Customer Service or Store Management.

Upon receipt, the request will be reviewed by Store Management, which will make the final decision.

Conditions for Acceptance

The following conditions must be met:

The product must remain in its original condition.
The product's external packaging or original seal must not have been opened, depending on the nature of the product and Store Management's determination.
The request must comply with all requirements stated in this policy.

Important

If a monetary refund is approved, any operational fees or payment processing fees charged at the time of purchase shall not be refunded, as these fees are collected by operational service providers or financial institutions. Such fees are disclosed to the customer during checkout.

Return & Exchange Fees

If the request is approved, the customer shall bear the shipping and handling fees for the return or exchange, amounting to SAR 75.

Delivery to the Shipping Company

The customer must hand over the product to the shipping company within two (2) days from the date of notification that the request has been approved.
Failure to do so entitles the Store to reject the request permanently.

If the Error Is Caused by the Store

If the customer receives:

A product different from the one ordered; or
A product with a visible defect or fault;

they must contact Customer Service through the official WhatsApp account within 24 hours of receiving the order and provide:

A clear video of the product.
A clear photo of the product.
A copy of the invoice.
A copy of the shipping waybill.
A photo of the outer shipping carton showing its condition upon delivery.

The request will then be submitted to Store Management for review.

Important

If it is confirmed that the error was caused by the Store, the customer received the wrong product, or the product contains a verified defect, the Store shall bear the cost of replacement or any other appropriate remedy.

However, if the review confirms that the product is correct and free from defects, the Store reserves the right to reject the request, and the customer shall bear any applicable costs.

Refused or Unclaimed Shipments

If the customer refuses delivery without a valid reason under this policy or fails to receive the shipment resulting in its return, the Store reserves the right to deduct operational fees, shipping costs, return shipping charges, and any additional costs incurred before refunding the remaining balance, if any.

Product Return Processing Time

Returned products are processed through the shipping company within approximately 15 to 30 business days.

Refund Processing Time

If a refund is approved:

Refunds are processed within 15 to 35 business days.
Fridays and Saturdays are excluded.
Processing time depends on the customer's payment provider or financial institution.
If the refund is delayed due to incomplete or incorrect banking information provided by the customer, the processing period begins only after the correct information has been received and confirmed.

Fraud Prevention & Abuse

If the Store suspects fraud, abuse of this Return & Exchange Policy, or the submission of false or misleading information or documents, it reserves the right to take all appropriate actions to protect its interests, including legal action where necessary.

Exceptions

Returns, exchanges, or compensation claims shall not be accepted in the following cases:

Orders or products purchased under promotional campaigns or marketing offers, including free gift promotions, products supplied in exchange for shipping fees only, or promotions such as "Purchase and Receive a Shopping Voucher," shopping credit, or any additional promotional benefit linked to the purchase value.
Products whose original packaging or seal has been opened, depending on the product type and Store Management's determination.
Products that have been used, altered, damaged, or modified after delivery.
Products that are not in their original condition at the time the request is submitted.
Minor variations in colors or visual details resulting from display settings, photography, or manufacturing batches shall not constitute grounds for return or exchange unless a substantial and verified error by the Store exists.
Requests submitted after the expiration of the 24-hour period.
Requests for which the required documents, photos, or videos have not been provided within the specified period.
Requests that cannot be verified due to incomplete information or insufficient evidence.
Requests where the customer fails to deliver the product to the shipping company within the specified period after approval.
Requests where Store Management determines that the product is in its original condition and free from defects.
Any request that violates this Return & Exchange Policy.

Store Management's decisions regarding return and exchange requests shall be based on the evidence submitted and the actual condition of the product at the time of review.