Return and Exchange Policy

We work diligently to provide our customers with an easy and convenient shopping experience, and we hope you enjoy everything our website has to offer.

Reefi guarantees complete customer satisfaction with our products. In the event that a customer is not satisfied, they have the right to request an exchange or a return.

Terms and Conditions for Returns and Exchanges

Eligible Period: Customers have the right to request a return or exchange for our products within a maximum of 7 days from the date of receipt, excluding products from the "Serena" brand to ensure the safety and health of your children.
Product Condition: The product must be in its original received condition and packaging.
Sealed Packaging: Products cannot be returned or exchanged once the outer packaging or seal has been opened.
Exchange Processing: The replacement product will be shipped only after we receive the returned item from the shipping company.
Service Fee: A fee of 30 SAR will be charged for return and exchange transactions.
Free Shipping Adjustment: If the customer originally received free shipping for exceeding the free shipping threshold, and the total value of their order falls below this threshold after an amendment/return, the shipping fee will be deducted and charged to the customer.
Online Orders: Orders purchased online cannot be exchanged or returned at Reefi retail branches.
In-Store Purchases: Products purchased from retail branches cannot be exchanged or returned through the online store.
Customized Items: Customized embroidery orders cannot be exchanged, returned, or canceled.
Full Order Returns: In the event of a full order return, both the return service fee and the original shipping fee will be deducted from the refunded amount.

Online Store Return & Exchange Procedures

1. Return Procedure:

After contacting customer service and filling out the return request via:

Email: help@two.sa

WhatsApp: +966 53 991 2222

We will send you a shipping label (waybill). You must then hand over the product along with the label to the shipping company.

The refund will be processed within a maximum of 14 business days after we receive and verify the safety and condition of the product.

2. Exchange Procedure:

After contacting customer service and filling out the exchange request via:

Email: help@two.sa

WhatsApp: +966 53 991 2222

We will send you a shipping label (waybill). You must then hand over the product to the shipping company.

The replacement product will be dispatched after we receive the returned item from the shipping company and verify its pristine condition.

Order Modification & Cancellation Policy

Error in Execution: In the event of an error on our part in executing the customer's order, the customer has the right to request a modification to the product within a maximum of 7 days from the date of receipt.

Order Status: Customers can modify or cancel an order only if its status is "New". If the order status has progressed beyond that (e.g., "Ready" or "In Transit"), it cannot be modified or canceled. In this case, the customer may exchange or return the product in accordance with our return and exchange terms.

Unclaimed / Unreceived Orders

Reefi guarantees that your products will reach you as quickly as possible. However, if the customer decides not to receive the order or fails to respond to the shipping company's delivery attempts, the customer will bear the return shipping cost of 30 SAR.

Return & Exchange Policy for Reefi Retail Branches (In-Store)

Eligible Period: Customers have the right to return or exchange products within a maximum of 7 days from the date of purchase. For discounted/sale items, the limit is 1 day for returns and 3 days for exchanges only.

Packaging: Products cannot be returned or exchanged once the outer packaging has been opened.

Location: Returns and exchanges can be processed at any of our retail branches.

Proof of Purchase: The original invoice must be presented to complete any return or exchange transaction.