Exchange and Return Policy

Customer satisfaction is our goal and we guarantee that your order will arrive in excellent condition and not exposed to heat. This is what we strive for at Sweet Lips Store. Due to the nature of the products we sell and our keenness to serve you, products can be returned in the following two cases only:

If the product arrives damaged. (It is required to photograph the condition of the product before opening the package in case of a leak.)
In the event that a product arrives that does not conform to the order.
If the product is returned to our warehouse and the customer does not receive it due to non-response to the delivery representative within the estimated 5-working-day delivery period, the amount will be refunded with a deduction of 55 riyals for preparation and delivery, or your order will be shipped again with a payment of 55 riyals.

Exchange and return terms:

The customer has the right to request a return of the damaged product within 3 days from the date of receipt. The customer does not have the right to request a return after this period has expired.
The customer has the right to request a refund if the order was sent to a city different from the customer's address and the destination is not changed to the correct address within 10 days or more.

Replacement and refund method:

Please contact our customer service staff via social media channels or send a message via WhatsApp.

To serve you faster and better, please provide us with your order number, a description of the problem, and pictures of the product.

If your return is accepted, we will send you a return shipping policy outside Riyadh or send a representative to you in Riyadh, along with instructions on how and where to ship your shipment. Items sent to us without first requesting a return/exchange will not be accepted.

Are there any fees for returns or exchanges?

Sweet Lips store bears all fees if the product arrives to the customer damaged (photography is required) provided that the full exchange and return conditions are met.

The customer shall bear the full cost of the order shipping and return fees, which shall be deducted from the value of the returned/exchanged product in both cases:

Return or exchange a product that is undamaged and in its original condition.
Not responding to the shipping company representative.

Product exchange/return and refund period:

Our team works hard to satisfy you, and in some cases the exchange/return process may take from 1-10 business days.

We will notify you once we receive and inspect the product(s) and confirm its condition, and we will inform you whether your refund is approved. If approved, your money will be automatically refunded using your original payment method.

Please remember that it may take some time for your bank or credit card company to process and send your refund.

If more than 15 business days have passed since we approved your return/exchange, please contact us via social media.

We strive for your satisfaction