Refund policy

Terms of Use and Return Policy

Returns

We do our best to ensure that your order arrives in excellent condition. However, we also recognize that in rare cases, unexpected issues may occur.
If your product arrives in poor condition, you may request an exchange within 3 days.
Products that arrive in good condition cannot be returned or exchanged, in order to maintain quality and ensure the safety of all customers.

This is in accordance with the regulations of the Ministry of Commerce, with the exception of perfumes and cosmetics due to their connection to human health, as stated on the Ministry’s official website:
https://mci.gov.sa/ar/guides/CustomerGuide/Pages/MCI_ReplacementCases.aspx

Return Request

To return any product, please complete the return request by logging into the "My Account" page on our website.
Make sure to clearly state the reason for return and provide as many details as possible.

You can also contact us via:
📧 Email: cs@molqi.com
📱 WhatsApp: 0504444568

Return and Exchange Policy

You may request a product exchange only in the following cases:

  1. If the product arrived damaged.

  2. If you received the wrong product/order.

  3. If a product you ordered was not delivered.

Important Return Instructions

  • Damaged Items:
    We will replace the product at no cost, including shipping, after confirming that the damage occurred during shipping.
    Please take at least 3 photos of the damaged product inside the box and send them to us at: cs@molqi.com

  • Missing Items:
    If an item is missing due to our error, we will ship it to you free of charge.
    Please send at least 3 photos of all received items in the box to cs@molqi.com

  • Wrong Items:
    If you receive the wrong item, we will replace it for free, including shipping.
    You must take at least 3 photos of the incorrect item and send them to cs@molqi.com within 48 hours of receiving the package.
    You must also return the incorrect item in order for us to send the correct one.

Shipping the Return

Products can be returned through our authorized shipping agent.
We will coordinate with the shipping company on your behalf to arrange pickup at your convenience.
However, you are responsible for proper packaging of the items. Any damage during return shipping due to improper packaging will be your responsibility.

Refund Method

If it is confirmed that the error was ours, you will receive a store credit or voucher equal to the value of the returned products.
Cash refunds are not available under any circumstances.

Steps to Request a Refund or Exchange

  • Requests will only be considered if we are notified within 24 hours of receiving the shipment.

  • Send 3 photos by email to our Customer Care Team:
    📧 cs@molqi.com
    📱 WhatsApp: 0504444568

Customer Service Hours:
📅 Saturday to Thursday
⏰ 9:00 AM – 6:00 PM
📍 Within Saudi Arabia

  • Always mention your invoice number in any communication.

  • The package must be returned to us within 1 day of receipt.

Disclaimer

For safety reasons, some products like perfumes or flammable items may not be eligible for express shipping in certain areas.
We are not responsible for undelivered packages due to local restrictions or policies.