Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at asm@alsuroor.com. Please note that returns will need to be sent to the following address: Building No. 8356, Prince Naif Street cross 26th St., Al Shamaliyah, Al Khobar 34426-3005, Saudi Arabia 31952.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at asm@alsuroor.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Common Non-Returnable/Non-Refundable Items
1. Perishable Products
* Fresh food, groceries, and flowers.
* Items with short shelf life or expiration date.
2. Personal Care & Hygiene Products
* Health & personal care items (e.g., toothbrushes, razors).
* Beauty products, cosmetics, fragrances (if opened/used).
3. Digital Products & Subscriptions
*E-books, software downloads, digital music, video games.
* Gift cards (physical or electronic).
4. Customized or Personalized Items
* Engraved products, monogrammed clothing, made-to-order goods.
5. Intimate Apparel
*Underwear, lingerie, and other intimate wear (for hygiene reasons).
6. Hazardous Materials
* Flammable liquids or gases.
* Certain chemicals, paints, or batteries.
7. Opened/Used Electronics & Media
* Software, CDs, DVDs, or Blu-ray discs once opened.
* Downloaded or activated software keys.
8. Medical Supplies
* Thermometers, blood pressure monitors, etc. (due to contamination risk).
9. Gift Cards & Prepaid Cards
* ASM gift cards, third-party prepaid cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at asm@alsuroor.com.