Returns & Exchanges Policy

1. What we guarantee you

2. Canceling an order within 24 hours

• You may cancel within 24 hours of payment and before we purchase the product from the supplier, via WhatsApp or support@avloon.com.
• The amount is refunded to the original payment method less the non-refundable processing fees charged by the payment provider: 6% for cards, Apple Pay, Google Pay and mada, and 7.99% for Tamara (Terms and Conditions, Section 7).
• After 24 hours the product will already have been purchased specifically for you, so the order cannot be canceled; if you are unsure about the model, color or capacity, message us on WhatsApp before paying and we will help you.
• If we cancel the order ourselves (Terms and Conditions, Section 4), or delivery is delayed by more than 15 days beyond the stated delivery period for a reason not attributable to you and not due to force majeure (Shipping Policy, Section 8), we refund the full amount including the processing fees.

3. No returns for change of mind

• We buy every product specifically for you from the manufacturer or its authorized distributor after you pay, and we hold no stock; we state this on the product page and at checkout.
• For that reason we do not accept returns or exchanges for change of mind; returns and exchanges remain guaranteed in the cases set out in Sections 4, 5 and 6.
• Nothing in this policy affects any right granted to you by the consumer protection or e-commerce law of your country of residence that cannot be waived by agreement.

4. Error by the store

• Did we send a different product, or one that does not match the description? You choose between the correct product and a full refund with no deduction, including the processing fees, and we arrange the return shipping.
• If we discover a pricing error before shipping, we give you the choice between the correct price and cancellation with a full refund and no deduction (Terms and Conditions, Section 6).

5. Damage during shipping

• Did the box or the product arrive damaged or incomplete, or did the status show "Delivered" without you receiving it? Notify us within 3 days with photos of the box and the product (Section 8).
• We file the claim with FedEx ourselves, and we repair the product, replace it or refund its full value without waiting for the outcome of that claim (Shipping Policy, Section 7).

6. Manufacturing defect

• Did a manufacturing defect appear within 24 hours of delivery? We resolve it: we collect the product from your address and replace it or refund the full amount with no deduction, whichever you choose.
• After 24 hours and within the manufacturer's warranty period, we are your point of contact: we open and follow up on the warranty claim on your behalf with no processing fees (Terms and Conditions, Section 12); Apple devices are serviced at authorized service centers and we guide you to the nearest one, and faults in printers and cutting machines are usually resolved with a spare part or remote technical support without shipping the device.
• If the manufacturer then requires the device to be shipped to it internationally, we inform you of the cost in advance, which is at your expense, and we do not proceed without your approval.

7. What is not considered a defect

These cases are outside the warranty, and we help you with them through guidance or with paid spare parts:

• Damage from an electrical voltage other than the one stated on the product page or from an unsuitable adapter; we help you choose the adapter before ordering (Terms and Conditions, Section 11).
• Misuse, incorrect assembly, modification or accidents.
• Normal wear and tear, and consumables (filament, nozzles, blades, mats).
• Scratches on the packaging.
• Faults caused by materials or software from parties other than the manufacturer.

8. How to report

• Take photos of the box, the product and the defect, along with a short video.
• Send them with your order number via WhatsApp or support@avloon.com within the time limit in Section 5 or 6; after 24 hours, notify us at any time during the manufacturer's warranty period and we open the warranty claim on your behalf.
• For Apple devices: turn off "Find My" and remove the device from iCloud before sending it so that it is accepted immediately; we guide you through the steps on WhatsApp.
• Keep the product and the packaging until we close the case.
• Wait for our approval and return instructions before shipping any product, so that we can ensure it arrives safely and that you are compensated in full.

9. Special orders and pre-orders

• Special order (the "Order It For Me" service): purchased specifically for you according to your selection; you may cancel at any time before we purchase the product from the supplier and the amount is refunded less the processing fees (Section 2), and if the supplier changes the price or the product goes out of stock before we purchase it, we give you the choice between proceeding at the new price and a full refund with no deduction; there is no cancellation after it has been purchased from the supplier, and no return except under Sections 4, 5 and 6 (Terms and Conditions, Section 9).
• Pre-order: you may cancel it at any time before it is purchased from the supplier and the amount is refunded less the processing fees (Section 2); once purchased, it is treated as a regular order and cannot be canceled, and the delay provision in Section 2 applies to it.

10. Refused delivery and returned shipments

• Did you refuse delivery, or was the shipment returned to us for a reason attributable to you? We contact you first to resend it at the actual cost of resending.
• If you choose a refund, only the amounts specified in Section 11 are deducted, with an itemized statement; for special orders we refund whatever the supplier agrees to refund to us and show you the amount before issuing it.
• To avoid this, provide us with a complete address and a working mobile number (Shipping Policy, Section 5), and send your ID number within 48 hours if customs request it (Shipping Policy, Section 4).

11. Refunds

• We issue the refund to the original payment method within 14 calendar days of its approval, and Tamara refunds are issued through Tamara in accordance with its terms.
• We refund you the same amount in SAR; if your card is in another currency, the figure you see may differ slightly according to your bank's exchange rate on the day of the refund, which is beyond our control.
• No deduction applies in the cases under Section 2 (cancellation by the store and delay) and Sections 4, 5 and 6.
• For a cancellation or return attributable to you, only the following are deducted: the processing fees (Section 2), the actual outbound and return shipping costs as per the FedEx invoice, and any shipment-return or customs fees actually paid.

12. Exchanges

• We exchange a product sent in error, or a defective or damaged product (Sections 4, 5 and 6).
• No exchanges for change of mind (Section 3); to get the right model, message us on WhatsApp before paying.