Delivery & Returns Policy

Last Updated: 26/11/2024

Delivery Policy

This policy outlines the delivery methods, timeframes, and charges applicable to orders placed through our website. It serves as a guide to our standard practices regarding products delivery and does not create legally enforceable rights or obligations.

Delivery Timeframe

• Order Processing: Orders placed before 1:00 PM from Sunday to Thursday qualify for free delivery and will be processed within 1-3 business days for metro cities.
• Non-Metro Deliveries: Deliveries to non-metro cities may require additional transit time of approximately 3-7 working days. These timelines are estimates and may vary due to location, logistical constraints, or unforeseen circumstances such as weather conditions or regulatory delays. While we strive to deliver within the estimated timeframe, we cannot guarantee delivery dates for locations outside major cities.
• Delivery Days: Please note that deliveries are not available on Fridays and Saturdays.

Delivery Methods and Associated Costs

• Standard Delivery: We offer free standard shipping/delivery for addresses within KSA with two primary options:
  • Home Delivery: Orders are delivered directly to your address in certain serviceable locations.
  • Pick-up Point: For areas where home delivery is unavailable, customers may collect their orders from the nearest designated pick-up location typically serviced by couriers.

Order Tracking

Once your order is ready for dispatch, you will receive an email update regarding its status.

Delivery Issues

If you encounter any issues with your delivery, please contact our customer service at +966533531809. We will not be liable for any errors in the delivery address provided by you or for any subsequent change of address not notified and acknowledged by us prior to dispatch.

Returns Policy

With the Shark Ninja money-back guarantee, you can return products you aren't 100% satisfied with within 7 days of receiving your order. Refunds will be processed to the original payment method within 7-15 business days after the returned item is received and inspected.

Return Eligibility

• Return Period: Returns are acceptable within 7 days of receipt for items purchased from www.ninjakitchensa.com. Beyond this period, items are non-returnable unless covered by warranty*.
• *Warranty Coverage: For issues arising after the 7-day period but within the warranty period (e.g., defects or malfunctions), customers may still be eligible for repair or replacement under warranty terms, rather than a return. Please refer to the warranty information provided with your product for further details.
• Condition of Items: Returned items must be in their original condition with all accessories, unused, and in the original packaging.
• Inspection: All returns are subject to inspection. The company will act per the above policies, and the company's decision will be final.
• Final Decision: All returns are subject to inspection, and Shark Ninja reserves the right to make the final decision on all return and refund requests based on the above policies.

How to Initiate a Return

• For Guest Customers:
  1. Contact Us: Reach out to our customer service team at +966 533531809 or email customercare.sharkninja@akigroup.com with your Order ID. Our team will assist you with the rest of the process.
  2. Prepare Your Item: Pack your item securely in the original packaging. Ensure all accessories, manuals, and free gifts, if applicable, are included.
  3. Shipping: Once your return is authorized, we will arrange for a courier to collect the return with the AWB. Customers are responsible for return shipping costs unless the return is due to a defect or an error on our part.
• For Logged-In Users:
  1. Log in to your account.
  2. Navigate to the "My Account" section.
  3. Go to "Orders & Returns."
  4. Select the order to return and click "RETURN" at the top of the page to follow the return process.
  5. Once submitted, you’ll receive a confirmation with the RETURN ID. Upon authorization, the business will arrange for a courier to collect the return with the AWB.

Refund

• Refunds will be processed within 7-15 business days after receiving and inspecting the returned Products. Refunds will be credited to the original payment method.
• Returns and refunds will not be considered in the following cases:
  • The Product has been used and/or is no longer in the same condition as it was delivered.
  • The return request is initiated after the 7-day return period, unless otherwise covered by the Warranty or applicable regulations in the KSA.
  • Products that have been customized at your special request.
• For returns upon request, our third-party logistics company will collect the return from your order location.
• As a consumer, you have certain legal rights regarding faulty or misdescribed goods. These rights remain unaffected by this policy. For further information about your legal rights, contact your local authority trading standards department or consumer advice bureau.