Order Policy

Order Policy

Welcome to Itqan Store

Please read these terms and conditions carefully before ordering from (Itqan)

Your access to and use of our website (Itqan) constitutes your full acknowledgment and agreement to accept the terms and conditions set forth in this document (the "Agreement"). We reserve the right, at our sole discretion, to change these terms from time to time, and you should review these terms and conditions periodically. We are not obligated to contact, inform, or alert you of any changes to the terms and conditions. Your continued use of our websites and services constitutes your express acceptance of the terms and conditions in effect at the time of your use of the websites.

about us

1- The (Itqan) website is a website managed by the website administration and headquartered in the Kingdom of Saudi Arabia. We (Itqan) are an account/store specialized in detailing names with pure or plated silver and selling clothes.

2- (Itqan) location in Riyadh and we do not currently have any showroom that can receive customer visits.

3- (Itqan) is committed to the absolute confidentiality of its clients’ data, except in the event that the order is dedicated to someone, in which case (Itqan) has the right to disclose the data of the owner of the order if the person to whom it is dedicated requests this, as well as in official use.

Order Policy

1- To facilitate the customers of (Itqan) store, the store provides you with the opportunity to order through the official account of (Itqan) store via social networking sites in addition to the WhatsApp application.

2- After 24 hours have passed since submitting the order to the factory, it cannot be modified free of charge. If the customer wants to make a modification, each modification will be estimated accordingly.

3. After 24 hours of submitting the order to the factory, it cannot be cancelled.

4- The customer is obligated to pay the full amount, and no order will be shipped, no matter how important, before the full amount is transferred.

5- The customer can add his own requests as desired (pearls, zircon, etc.) at an additional cost, each addition being determined accordingly.

6- The order execution period ranges from one week to ten days (official working days excluding weekends and official holidays). The period may increase depending on the factory’s pressure.

7- In the event that a problem appears in the order during the preparation stage for special orders, such as if the fingerprint entered is not clear, the (Itqan) store has the right to suspend the order to receive it again, provided that the work period is resumed, which is from 7-10 days (official working days not including weekends and official holidays) from the date of the order suspension ending.

8- Itqan Store has the right to modify the design as it deems appropriate for the product, such as if the font is not sufficient for the product’s area or if the fingerprint is not clear in a specific part, as the store will modify the design without referring to the customer.

9- All (Itqan) products are packaged in a distinctive packaging for free, and if the customer requires special packaging, the cost will be estimated.

• Alerts

1. Gold or silver plating oxidizes and may change color - whether before or after use - depending on the humidity of the place. Itqan is committed to bearing the maintenance costs in such cases, and the shipping or delivery costs are borne by the customer.

2. It is not possible to change, cancel or exchange the order details after 24 hours have passed since the order was approved, provided that there is no delay on the part of (Itqan) in responding and communicating.

3. In the event that the delivery of the order is delayed beyond the specified date due to the pressure of orders, manufacturing conditions, or delays in resources, the customer has the choice between canceling the order and receiving a refund, or continuing the order without obligating (Itqan) to any financial or entitlement obligations arising from that.

4. If the product does not suit the customer after it has been executed (according to the work model shown in the image on the website), he has the right to cancel the order or modify it in accordance with the modification and cancellation policy, considering the customer’s responsibility and discharging (Itqan Store) from bearing any financial consequences.

• payment method

1- In case of receiving funds: The funds are received via one of the methods that will appear in the transfer confirmation when the customer places the request.

2- In case of sending money: Money for unavailable orders, cancelled orders, and amounts sent by mistake are sent to the customer once a month (the first week of every Gregorian month).

• Prices

The prices shown in the store are final, but this does not prevent them from changing during special offers and discounts.

• Compensation

1- If the store is delayed for more than 40 official working days, excluding weekends and official holidays, the store is obligated to compensate the customer with a store purchase coupon worth 50 riyals, sent via a text message to the customer’s mobile phone, in addition to his basic order.

2- In case of an error in the order (engraving the writing or the color of the metal), our customers have the right to keep the order, and the (Itqan) store is responsible for executing the order and returning the shipment free of charge within 7-10 official working days (not including weekends and official holidays). As for additions such as adding a gemstone or a heart, etc., they are compensated by returning the amount of the addition only.

3- In the event that the shipment is damaged, lost or spoiled in any way less than a week after the date of shipment, the customer will be compensated with a request similar to his request and given a coupon worth 50 riyals within a period of 7-10 official working days (not including weekends and official holidays).

Shipping Policy

1- After the shipment is delivered to the shipping company, the customer will communicate with that party via the tracking number. Any delay in the shipment or error in the address will be borne by the shipping company, and (Itqan) has nothing to do with this delay.

2- If the customer is late in receiving the shipment within a week from the date of its arrival in their city, it will be returned to the (Itqan) store again. If our customer wishes to reship it, he will bear the shipping costs again.

3. If a week passes from the date of shipping the product and it is not received, the (Itqan) store is not responsible for any damage that may occur to the shipment or the product.

4. If the customer does not write the shipping and address information in the required form, the customer shall bear any damages resulting from this.

Amendment, Replacement and Cancellation Policy

- Amendment: is the modification of the request by adding additions or modifying the design.

- Replacement: is replacing a request with another request.

Cancellation: Request to cancel the product and get a refund.

• Alerts

1. After the order is shipped to the customer, he is not entitled to exchange it or refund the money by canceling it in any way.

2. In the event of order cancellation, the amounts due will be returned, after the order is returned and received at our office, and the agreed-upon amount is deducted, and then the remaining amount will be transferred to the customer at the times specified for that (the first week of every Gregorian month)

3. After 24 hours of submitting the order to the factory, it cannot be cancelled.

4. After 24 hours of submitting the order to the factory, it cannot be modified free of charge. If the customer wishes to make any modifications, each modification will be assessed on its own merits.

5. No order can be modified after it is completed.

Maintenance Policy

(Itqan) is committed to maintaining its products for life, and the customer bears the cost resulting from any deficiency that requires addition from the factory, such as the loss of a ring stone, or the loss of a piece of the order, for example, or any costs resulting from use, as this cost is estimated according to each person’s ability. The following are the cases of the order during maintenance and the mechanisms for dealing with them:

Customer Service Policy

(Itqan) is committed to providing customer service as follows:

1. The dedicated number for customer service on WhatsApp (0578868491)

2. The specified times for contacting customer service are from Saturday to Thursday, from 1 pm to 11 pm.

3. WhatsApp messages are received through this number, and no audio, video, or other calls are received, in order to preserve the customer’s right to record the conversation.

4. If customer service does not respond, or the problem is not resolved within a maximum period of 4 business days, the customer can contact the management via email ([email protected])

• Alerts

Customer service has been activated for the customer's benefit and in the event that something happens that compromises the quality of the order or something else that the customer is not satisfied with, customer service is contacted, and in the event of no response, the administration's email is requested to deliver the complaint, and in the event of no response, the customer has the right to resort to the relevant official authorities.