Consumer rights and obligations policy for shipping and delivery
Dkhoun Bahrain Store
This policy is in line with the e-commerce system and its executive regulations in the Kingdom of Saudi Arabia, and aims to clarify the rights and obligations of the consumer with regard to shipping and delivery.
First: Shipping data
The customer must ensure the accuracy of all data entered when completing the order, including:
- full name.
- The correct mobile number.
- Email.
- National address or detailed delivery address.
The customer is responsible for the accuracy of the data entered, and Dkhoun Bahrain store shall not bear any delay or additional costs resulting from entering incorrect data or requesting its modification after the order has been shipped.
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Second: Consumer Rights
Consumer rights
The customer has the right to know all shipping details before completing the purchase, including shipping fees, expected delivery time, and the shipping company used.
The customer has the right to receive the product in the condition agreed upon and matching the description displayed in the store, without damage or shortage.
The customer is entitled to obtain a shipment tracking number, when available from the shipping company, to monitor the order status.
The customer has the right to contact customer service to inquire about the order status or to file a complaint related to shipping or delays.
In the event of a delayed or lost shipment by the shipping company, the customer has the right to request verification of the shipment status and to take appropriate action in coordination with the shipping company in accordance with the store's policy.
The customer has the right to refuse to receive the shipment if it is clearly damaged upon delivery, provided that the condition is documented and customer service is notified immediately.
The customer has the right to request an exchange or return in accordance with the exchange and return policy adopted by Dakhoon Bahrain store.
The consumer has the right to:
- Ship the order after it has been confirmed and the payment procedures have been completed, or confirm payment upon receipt requests.
- Obtain a shipment tracking number when available.
- Receiving the product in accordance with the order and in its correct condition.
- Notify him of any delay beyond the store's control.
- Contact customer service if you have any questions or complaints.
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Third: Consumer duties
The consumer is obligated to do the following:
- Entering correct and complete data.
- Make sure the mobile number and address are correct.
- Respond to the shipping company when contacted.
- Receiving the shipment within the specified period.
- Check the shipment upon receipt. If there is any damage, shortage, or difference in the product, customer service must be notified within 24 hours, attaching photos that illustrate the problem.
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Fourth: Shipping time
- Within Riyadh city: 24 to 48 hours.
- Other cities in the Kingdom of Saudi Arabia: 1 to 4 working days.
Shipments may be delayed during seasons, promotions, holidays, or due to circumstances beyond the control of the store or shipping company.
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Fifth: Shipping fees
Shipping fees are clearly displayed before the purchase is completed, and the store may offer free shipping according to the advertised terms.
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Sixth: Cash on delivery
Dakhoon Bahrain store provides a cash on delivery service in accordance with the approved terms.
When a customer chooses the cash on delivery service and then refuses to receive the order or does not receive it after it has been shipped and returns it to the store, the customer bears the actual fees charged by the shipping company, which are:
- 23 Saudi Riyals shipping fee.
- 23 Saudi Riyals return shipping fee.
For a total of 46 Saudi Riyals.
These fees are deducted from any amounts due to the customer or required to be paid before any future orders are accepted, as they are actual fees charged by the shipping company and not fees imposed by the store.
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Seventh: The shipping company's responsibility
After the order is handed over to the shipping company, the transfer process becomes subject to its procedures, and Dakhoon Bahrain store continues to follow up on the shipment and coordinate with the shipping company until it reaches the customer.
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Eighth: Receiving a damaged or non-conforming shipment
If the customer receives a damaged shipment or a product that does not match the order, the situation must be documented with photos or video and customer service must be contacted within 24 hours of receipt.
In the event that a manufacturing defect, shipping damage, or an error on the part of the store is proven, Dukhoon Bahrain store will bear the costs of replacement or reshipment.
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Ninth: Refunds
Upon approval of the refund request, the amount will be refunded to the same payment method used in the purchase. The refund process may take 7 to 14 business days depending on the policy of the bank or payment service provider.
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Tenth: Complaints
If a solution cannot be reached with customer service, the consumer has the right to file a complaint with the Ministry of Commerce through the Commercial Complaint application or the official approved channels.
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Contact customer service
Mobile / WhatsApp / Call:
+966 50 841 1133
e-mail:
Or through the official accounts of Dakhoun Bahrain store on social media platforms.