Terms and Conditions, Replacement and Return Policy, Warranty, Maintenance, and Privacy Policy

Al Shamasi for Bags

The official name of the establishment: [ Mohammed Ibrahim Al Shammasi Trading Establishment ]

Trade name: Al Shamasi Bags

Commercial Registration Number: [7002480791]

Tax ID Number: [300033735800003]

[RFHA6817]: National Address

Website: [ alshamasy.com ]

Customer service number: [966112940000]

Customer service email: [[email protected]]

Document validity date: [22/7/2026]

Version number: [1]

Introduction

In order to provide clear and reliable services to its customers, and to regulate the relationship between it and its customers, Al Shamasi Bags has prepared this document in accordance with the regulations and rules in force in the Kingdom of Saudi Arabia.

This document applies to sales transactions made through Al Shamasi Bags branches, and the provisions for electronic sales also apply to orders made through the website.

This document is part of the terms of sale and after-sales services, and no clause therein may be interpreted as detracting from the consumer's established statutory rights.

First: Definitions

For the purposes of this document, the following words and phrases shall have the meanings set forth opposite them unless the context requires otherwise:

1. Al Shamasi Bags or Establishment: The establishment that owns or operates the trade name “Al Shamasi Bags”.
2. Customer or consumer: Any natural or legal person who buys a product or benefits from one of the services of Al Shamasi Bags.
3. Product: Bags, their accessories, or any item that Al Shamasi Bags offers for sale.
4. Branch: Any showroom or retail outlet belonging to Al Shamsi Bags.
5. Online store: The website, application or any approved electronic platform through which Al Shamasi Bags sells its products.
6. Electronic order: A purchase that is made wholly or partially through an electronic means.
7. Manufacturing defect: A defect caused by materials or manufacturing, which appears during normal use of the product and is not caused by misuse, an external accident, or normal wear and tear.
8. Working day: Every official working day in the Kingdom of Saudi Arabia, excluding weekends and official holidays.

Second: General Provisions

1. These terms apply to sales transactions after they have been made clearly available to the customer in branches, on the online store, or through a link or QR code attached to the invoice.
2. The customer’s completion of the purchase after being provided with this document constitutes acceptance of the terms related to the purchase, without prejudice to his statutory rights.
3. The customer is obligated to provide correct and up-to-date information when fulfilling an order or opening a warranty, maintenance, or return request.
4. Prices shown are inclusive of VAT, unless otherwise stated.
5. Al Shamasi Bags issues an invoice for the purchase in accordance with regulatory requirements, and the customer must keep the invoice or order details to prove the purchase and benefit from after-sales services.
6. The purchase may be proven by a paper or electronic invoice, order number, or any other means by which the transaction can be verified in the Shamasi bag systems.
7. Images and colors displayed electronically are for illustrative purposes only. There may be a slight color difference due to monitor settings or lighting, provided that the delivered product is not substantially different from its description, color, or model as requested.
8. Al Shamasi Bags reserves the right to update this document in accordance with regulations or business requirements. Updates apply to purchases made after the date of publication and do not affect rights or warranties arising from prior purchases, unless the amendment is required for regulatory purposes or is more beneficial to the customer.
9. If any provision of this document conflicts with an applicable statutory provision, the statutory provision shall apply, and the remaining provisions of the document shall remain in force to the extent that they do not conflict with it.

Third: Exchange and return of purchases from branches

1. Exchange and return due to change of customer wishes

The customer has the right to request an exchange or return of the product within three calendar days from the date of purchase from the branch, according to the following conditions:

1. Provide a purchase invoice or any other verifiable, certified proof of purchase.
2. The product must be in its original condition and unused.
3. The product must be free from scratches, odors, dirt, or damage.
4. All cards, accessories, booklets, locks, keys and covers included with the product.
5. Re-package the product in its original condition.
6. If the product was sold as part of a set or collection, the entire set or collection must be returned; returns of any part of it individually are not accepted.
7. Return any gift, free product, or accessory that the customer received as part of the offer associated with the purchase, or credit it if it cannot be returned, as explained in the terms of the offer.

2. Discounted Products and Offers

Discounted products and offers are subject to the exchange and return policy announced at the time of purchase. In all cases, the terms of offers or discounts shall not affect the customer's rights regarding defective or non-conforming products.

3. Cases where exchange or return is not accepted due to change of preference

Exchanges or returns are not accepted due to a change of customer wishes in the following cases:

1. Using the product, carrying luggage in it, or traveling with it.
2. The product was scratched, dirty, smelled, or damaged after it was received.
3. One of the accessories, cards, or original packaging is missing.
4. Making modifications, printing, engraving, or customizations to the product based on the customer's request.
5. Purchase part of a set and then request to return another part separately.
6. The product was damaged, cut, or torn due to misuse or an external accident after receipt.

The above prohibitions do not apply to a product that is proven to have a manufacturing defect or to not conform to specifications or requirements.

4. Where to submit a refund request

The customer may submit a request for exchange or return at any of Al Shamasi Bags branches, and the request will be processed according to the approved operational and financial procedures.

An immediate refund may require contacting the branch where the purchase was made, especially if the refund is linked to the payment terminal or the branch's cash register itself.

5. Refund

1. The refund will be issued using the same payment method used in the purchase whenever possible.
2. If the original payment method cannot be used, a refund may be issued via bank transfer or an alternative method after the customer's approval and verification of their data.
3. Al Shamasi Bags begins the refund process after the product is accepted and the return request is approved.
4. The time it takes for the amount to appear in the customer’s account may vary depending on the bank, card company or payment service provider, and this time is beyond the control of Al Shamasi Bags after the refund order has been executed.

Fourth: Online shopping, shipping and delivery

1. Right to withdraw from an online purchase

Subject to the exceptions stipulated in the e-commerce regulations, the customer has the right to cancel the electronic purchase contract and return the product within seven days of the date of receipt, provided that:

1. The customer must not have used or benefited from the product.
2. Preserve the product, its accessories, labels, and packaging as much as possible.
3. Provide the order number or proof of purchase.
4. Return the entire set or collection if the product was sold as part of a set or collection.

The customer bears the direct costs of returning the product in cases of mere cancellation of purchase, unless Al Shamasi Bags declares that it will bear them or the two parties agree otherwise.

However, if the return is due to a defect in the product, damage during delivery, or sending a product different from the order, Al Shamasi Bags will bear the costs of return or replacement.

2. Exceptions to the right of withdrawal

The customer is not entitled to exercise the right of withdrawal in cases that are legally excluded, including products that were manufactured, modified, or customized at his request, unless the product is defective or does not conform to the agreed specifications.

3. Cancel order before shipment

The customer may request to cancel the order before it is handed over to the shipping company. Acceptance of the cancellation is subject to the order's processing status and whether it has actually been delivered to the carrier.

This does not affect the regular customer’s right to terminate the contract after receipt, provided that its conditions are met.

4. Delivery time

1. The estimated delivery time is shown when the order is placed.
2. Delivery time may vary depending on the city, product availability, shipping company conditions, and public holidays.
3. If Al Shamasi Bags delays delivery by more than fifteen days from the date of the contract or the agreed date, the customer may terminate the contract and recover what he paid, unless the delay is due to force majeure or a circumstance beyond his control in accordance with the regulations.
4. Al Shamasi Bags is committed to informing the customer when a substantial delay in delivery is expected.

5. Shipment safety

1. Al Shamasi Bags is responsible for delivering the product to the customer in accordance with the order and free from damage that occurs before delivery.
2. The customer should inspect the packaging and product upon receipt as much as possible.
3. The customer is advised to document the condition of the shipment and inform customer service immediately upon discovering any apparent damage or discrepancy in the product, in order to facilitate verification of the condition and preserve his rights.
4. The customer is obligated to inspect the packaging and product upon receipt and to notify Al Shamasi Bags within seven calendar days of receipt of any visible damage, shortage, or discrepancy in color, model, or order that can be detected through normal inspection. The customer must also provide Al Shamasi with any available photos or documents that help verify the condition. This timeframe does not apply to latent defects or manufacturing defects that cannot be detected through normal inspection; however, the customer must report any such defects as soon as they become apparent, without prejudice to their statutory rights.

Fifth: Defective or non-conforming products

1. Customer claims relating to a manufacturing defect or product not conforming to specifications are not subject to the three-day period allotted for changing preferences.
2. The customer has the right to submit the product for inspection if a defect appears that he believes to be a manufacturing defect during the warranty period or the statutory period applicable to the case.
3. Nonconformities include, for example:

Delivering a model different from the one requested.

Delivering a color or size different from what was ordered.

• Missing one of the essential parts or accessories.

• The presence of a manufacturing defect or damage prior to receipt.

• A fundamental difference between the product description and the delivered product.

1. The case is subject to technical examination, provided that the examination is not used as a means to disable the client's rights or reject the claim without a clear reason.
2. If a manufacturing defect or non-conformity is proven, the case will be handled according to the nature of the defect, statutory rights, and warranty terms, which may include:

Product repair.

• Replace the damaged part.

Replacing the product with a similar or equivalent product.

• Refund of the product's value when that is the treatment due according to the case and regulations.

Sixth: Warranty Policy

1. Warranty period

1. The warranty period varies depending on the brand and model, and the period is explained in the warranty card, purchase invoice, or product description in the online store.
2. The specified model lifespan is the primary reference for determining the warranty period.
3. The warranty period begins from the purchase date shown on the invoice, unless the product warranty card specifies a different date or mechanism that is compliant with regulations.

2. Standard Warranty Scope

The warranty covers defects in materials or workmanship that appear during normal use of the product, and may include, depending on the brand and model:

1. Wheels or tires.
2. The retractable or trolley handle.
3. Top and side handles.
4. Zippers.
5. Original built-in locks.
6. Genuine TSA locks.
7. Any other parts specified by the product warranty card.

Comprehensive warranty scope

1. Wheels or tires.
2. The retractable or trolley handle.
3. Top and side handles.
4. Zippers.
5. Original built-in locks.
6. Genuine TSA locks.
7. Any other parts specified by the product warranty card.
8. Broken or damaged bag due to air freight

The brand or model warranty card applies alongside this policy, provided that it does not include anything that detracts from the customer's statutory rights.

3. Cases not covered by the guarantee

The warranty does not cover malfunctions or damages resulting from:

1. Misuse, negligence, or using the product for a purpose other than that for which it was intended.
2. Loading the bag with weights exceeding its usual capacity.
3. Falls, impacts, excessive pressure, or dragging on unsuitable surfaces.
4. A cut, puncture, or tear caused by an external object.
5. Scratches, friction, discoloration, and signs of normal use and wear.
6. The product was exposed to unusual liquids, chemicals, or heat.
7. Attempting to forcibly open the lock, losing the key, or forgetting the PIN, unless the malfunction is due to a manufacturing defect.
8. Repair or modification by an unauthorized party, when the defect that is the subject of the claim is a result of that repair or modification.
9. Using non-original or unapproved spare parts may cause the malfunction.
10. The transparent protective plastic cover of the bag is considered a consumer accessory, unless it has been sold as a standalone product and has been found to have a manufacturing defect.
11. Loss or theft of the product.
12. Damage to the contents of the bag.

No exception may be applied if it is proven that the damage is originally due to a manufacturing defect covered by the warranty.

4. Damages to airlines, shipping and transportation companies

1. The general warranty does not cover damages that occur to the bag while it is in the custody of an airline, transport or shipping company after the customer has handed the bag over to them. The customer is responsible for claiming from the carrier according to its procedures and applicable regulations.
2. This exception does not apply to damaged orders shipped by Al Shamasi Bags to the customer before delivery is completed.
3. Some models may be covered by a special warranty that covers specific types of travel or aviation damage. This warranty applies only if explicitly stated on the model's warranty card or purchase invoice, and according to its terms and duration.

Seventh: Warranty and Maintenance Procedures

1. The product must be presented to one of Al Shamasi Bags branches or the designated after-sales service channel, with a purchase invoice or proof that the transaction can be verified.
2. All products are subject to technical inspection before the warranty is approved.
3. Receiving the product for maintenance does not constitute a prior acknowledgment that the defect is covered by the warranty.
4. If the defect is found to be covered by the warranty, the repair work or replacement of the covered part will be carried out without charging the customer the cost of spare parts or repair fees.
5. If the defect is found to be not covered by the warranty, the customer is notified of the estimated cost, and the paid repair does not begin until he approves it, provided that spare parts are available and Al Shamasi Bags agrees to receive the bag to carry out the repair.
6. Maintenance work typically takes approximately seven to fourteen working days, but the duration may be longer due to:

• Nature of the malfunction.

• The need for further examination.

Spare parts are available.

Importing the item from the supplier or manufacturer.

• Circumstances beyond our control.

1. The customer is notified of any substantial delay when correct contact information is available to them.
2. If the product cannot be repaired or a spare part provided, the case will be handled in accordance with the terms of the model warranty and statutory rights, which may include replacing the product with a similar or equivalent product, or providing appropriate statutory remedy for the case.
3. Repairing the product or replacing one of its parts does not start a new warranty period; the warranty continues until the end of its original term, unless the warranty card or regulations state otherwise.
4. If the product is completely replaced, the warranty period applicable to the replacement product is determined according to the warranty card and related regulations.

Eighth: Receiving and delivering maintenance products

1. Upon receiving the product for maintenance, the customer is issued a receipt or reference number that includes, as far as possible:

Product and brand description.

• Color and model.

• Description of the malfunction.

• The apparent condition of the product.

Accessories supplied with the product.

• Date of receipt.

• Registered contact information.

• Estimated maintenance duration.

2. The customer must empty the bag of all its contents and personal belongings before handing it over for maintenance.

3. Al Shamasi Bags is not responsible for any contents that have not been proven to have been received in the receipt document, unless it is proven that the establishment received them or that their loss or damage resulted from negligence or misconduct on its part.

4. The customer will be notified after the maintenance is completed using the mobile number or the registered means of communication.

5. The customer must receive the product within thirty days from the date of being notified of the completion of maintenance.

6. If the product is not received, Al Shamsi Bags may send reminder notices, move the product to a suitable storage location, take the necessary legal measures to preserve it, and claim any applicable legal costs.

7. The customer’s failure to receive the product within the specified period does not constitute an automatic waiver of ownership, and the product may not be destroyed, sold, or disposed of except in accordance with the procedures permitted by the regulations.

8. The customer must present the receipt or proof of identity or ownership of the product upon receiving it after maintenance.

Ninth: Privacy Policy and Protection of Personal Data

1. Control Point

[Full Regular Name of Establishment] is the controller of the personal data that it collects or processes for the purposes of sales, delivery, warranty, maintenance and customer service.

You can contact us regarding personal data and privacy through:

Email: [[email protected]]

Contact number: [966112940000]

National Address: [RFHA6817]

2. Data that umbrellas may collect for bags

The umbrellas for bags may collect the minimum required data, including:

1. Name.

2. Mobile phone number.

3. Email.

4. Delivery address, city and location required for order delivery.

5. Invoice details and tax identification number when required.

6. History and data of purchases, orders and products.

7. Warranty, maintenance, complaints and customer service information.

8. Product photos or defects provided by the customer.

9. The necessary payment reference data to prove the transaction, with bank card data being processed according to the mechanism of the approved payment service provider.

10. Website usage data, such as network connection address, device type, browser, and login logs.

11. Cookie data and similar measurement technologies.

12. Recordings of calls or customer service conversations, if the customer is notified of this.

13. Photographs of surveillance cameras in branches, where available, for security and safety purposes, property protection, and incident verification.

14. Customer preferences related to marketing messages.

3. Data Collection Methods

Data may be collected through:

1. The customer directly when purchasing, creating an order, or contacting customer service.

2. Branches and point-of-sale devices.

3. Online store and electronic forms.

4. Warranty, maintenance and return requests.

5. Payment, shipping and delivery companies as necessary to complete the service.

6. Cookies and website technologies.

7. Surveillance cameras located in branches, where applicable.

8. Authorized suppliers or service centers when processing a warranty claim related to the customer.

4. Mandatory and optional data

The data required for issuing an invoice, fulfilling an order, delivery, warranty, or maintenance is mandatory data for providing the requested service.

Marketing data and some non-essential cookies are optional, and refusing them does not affect the customer's right to purchase products or obtain basic services.

Failure to provide the bag umbrellas with the necessary data may result in the inability to fulfill the order, make delivery, verify the warranty, or communicate regarding maintenance.

5. Purposes and justifications for treatment

The data is used for the following purposes:

1. Executing the sales contract, preparing the order, and delivering it.

2. Issuing invoices and documenting financial transactions.

3. Collecting payments and implementing financial refunds.

4. Providing exchange and return services.

5. Providing warranty, maintenance and after-sales services.

6. Communicating with the customer regarding their order or product.

7. Handling complaints and inquiries.

8. Preventing fraud and protecting the security of systems and branches.

9. Improve products, services and customer experience using aggregated or anonymized data whenever possible.

10. Compliance with accounting, tax, judicial and regulatory requirements.

11. Sending offers and marketing messages after obtaining the necessary approval.

12. Directly pursuing or defending legal claims.

The treatment, depending on the case, is based on one or more of the following legal justifications:

Executing a contract in which the client is a party.

• Fulfilling a regulatory obligation.

• Customer approval.

· To achieve a legitimate interest for Al Shamasi Bags after fulfilling its regulatory requirements, without prejudice to the rights of the customer.

Protecting rights and interests or implementing judicial or security requirements in accordance with regulations.

6. Data sharing

Al Shamasi does not sell or rent out personal data bags.

The minimum amount of data required may be shared with:

1. Shipping and delivery companies.

2. Banks and payment service providers.

3. Hosting, technology and systems service providers.

4. Suppliers, agents and authorized service centers.

5. Messaging, communications and customer service providers.

6. Accountants, auditors, and legal advisors.

7. Governmental, judicial and regulatory bodies when there is a request or regulatory obligation.

8. Any party with whom the customer agrees to share his data for a clear and specific purpose.

When using a data processor, Al Shamasi Bags undertakes to take the necessary measures to ensure that the data is protected and used only for the agreed purpose.

7. Data transfer outside the Kingdom

Personal data is stored and processed at: [The country or location of the servers must be specified before the policy is published].

If providing the service requires the transfer or processing of personal data outside the Kingdom, this will only be done in accordance with the Personal Data Protection Law and the Regulation on the Transfer of Personal Data Outside the Kingdom, and after taking the necessary regulatory safeguards.

8. Data retention and destruction period

Al Shamasi for bags retains data only for the period necessary to achieve the purposes for which it was collected, or for the period imposed by regulations, according to the following standards:

1. Invoice and financial transaction data: throughout the accounting and tax retention period prescribed by law.

2. Warranty and Maintenance Data: Throughout the warranty period and the time required to address claims or disputes related to it.

3. Customer service and complaints data: for the time required to process the request and to prove the action taken.

4. Marketing data: until the customer withdraws their consent or the need for it ends.

5. CCTV recordings: For the duration necessary for security purposes and incident verification, then deleted unless it is necessary to retain them due to an incident or claim.

6. Site data and cookies: For the duration specified in the cookie notice.

After the purpose or legal retention period has ended, the data is destroyed in a secure manner that prevents its recovery, or elements that lead to the identification of its owner are removed.

9. Data Protection

Al Shamasi Bags takes appropriate administrative, organizational, and technical measures to protect personal data from:

Unauthorized access.

• Illicit use or disclosure.

Modification, loss, or damage.

• Leakage or breach.

Unauthorized copying or transmission.

In the event of a leak or unauthorized access, Al Shamasi Bags takes assessment, containment and notification measures in accordance with regulatory requirements.

10. Data subject rights

The customer, in accordance with the Personal Data Protection System and its regulations, has the following rights:

1. The right to know the legal justification and purpose for collecting and processing his data.

2. The right to access his personal data available at Al Shamasi Bags.

3. The right to request a copy of his data in a clear and legible format.

4. The right to request the correction, completion, or updating of his data.

5. The right to request the destruction of data whose purpose has ended, unless there is a legal justification for retaining it.

6. The right to withdraw consent when consent is the justification for the treatment, without this affecting the legitimacy of the previous treatment.

7. The right to file a complaint with Al Shamasi for bags or with the competent authority.

8. The right to claim compensation for damages in accordance with the provisions of the law.

These rights can be exercised through the privacy-focused email address or the communication channels outlined in this policy.

The application will be processed within a period not exceeding thirty days from the date of receipt, after verifying the identity of the applicant.

The period may be extended by no more than thirty additional days in the event of unexpected additional effort or multiple requests, provided that the customer is notified in advance of the reason for the extension.

11. Marketing Messages

1. Do not use contact information to send offers and marketing messages unless you have obtained the necessary approval.

2. Marketing approval is independent of approval to execute the purchase.

3. The customer has the right to unsubscribe from marketing messages at any time through the cancellation link, by replying with the specified word, or by contacting customer service.

4. Unsubscribing from marketing does not affect essential messages related to orders, invoices, warranty and maintenance.

12. Cookies

The online store may use cookies and similar technologies necessary to operate the site, save the shopping cart, improve performance, and measure usage.

Unnecessary analysis or advertising files are used according to the approvals and settings available to the client.

Tenth: Customer Service and Complaints

The customer can contact Al Shamasi Bags customer service regarding:

Exchange and return. 966112940000

Warranty and maintenance. 966112940000

Online orders and delivery. 966920001293

Refunds. 966920001293

Complaints and objections. 966920001293

Customer service number: [966112940000]

Email: [[email protected]]

working hours

From Saturday to Thursday:

• Morning period: from 8:00 AM to 1:00 PM.

• Evening period: from 4:00 PM to 9:00 PM.

Al Shamasi Bags seeks to address complaints within a reasonable timeframe, taking into account the nature of the complaint and the need for technical examination or referral to the bank, shipping company, or supplier.

Internal complaints procedures do not prevent the customer from resorting to the competent authorities or exercising the rights legally granted to him.

Eleventh: Applicable Law and Jurisdiction

1. This document is subject to and shall be interpreted in accordance with the laws of the Kingdom of Saudi Arabia.

2. Both parties seek to resolve any dispute amicably through customer service.

3. If an amicable settlement cannot be reached, jurisdiction lies with the competent authorities and courts in the Kingdom of Saudi Arabia.

4. This clause does not include any restriction on the customer’s right to submit a report or complaint to the competent government authorities.

Twelfth: Customer acknowledgment

The customer acknowledges that he had the opportunity to review the terms and conditions, exchange and return policy, warranty, maintenance and privacy policy of Al Shamsi Bags before or upon completing the purchase.

Completing the purchase constitutes acceptance of the terms and conditions associated with it, without prejudice to any statutory rights guaranteed to the customer under the applicable laws and regulations in the Kingdom of Saudi Arabia.