Delivery & Refund Policy – MAND VCARD Platform
Effective Date: September 1, 2025
1) Definitions and Scope
- Physical Products: Items such as NFC cards/stickers and accessories.
- Digital Products/Services: Digital activation, paid subscriptions, and in-app features (In-App) or via the website.
- This policy applies to all orders placed through our website/app within Saudi Arabia and internationally (where applicable).
2) Delivery & Shipping
- Orders are shipped via authorized carriers. Estimated delivery times and costs are shown at checkout. Timelines may vary depending on city, carrier, and logistics conditions.
- The customer is responsible for providing the correct address. Delays or failed deliveries caused by incorrect addresses or failure to respond to the carrier may result in additional re-shipping charges.
- If the carrier fails to deliver and returns the package, the order may be re-shipped after settling additional shipping costs.
3) Order Cancellation (Before Shipping/Activation)
- Orders may be canceled before they are processed/shipped/activated and will be refunded according to this policy.
- Orders that have already been shipped or activated cannot be canceled.
4) Return Policy
- Returns are not accepted.
- To qualify for a refund, you must provide the order number, and the order must not have been processed, shipped, or delivered according to the tracking information.
5) Refunds & Replacements (If Applicable)
- Damaged on Delivery: Customers may request a replacement if the product arrives damaged, provided the issue is reported within 48 hours with clear photographic proof.
- Not Functioning as Expected: A replacement may be issued; however, refunds will not be provided in this case.
- After Activation (Digital/In-App): If a digital service (e.g., subscription or in-app feature) has been successfully activated but issues persist after contacting support and following troubleshooting, the customer may be eligible for a refund on a case-by-case basis. No pro-rata refunds are offered for active subscriptions after activation.
- If approved, refunds will be processed within 14 business days back to the original payment method, and the customer will be notified by email.
- Shipping Costs:
- If the issue/damage is from our side, MAND VCARD will cover replacement shipping.
- If caused by customer misuse/address errors/non-collection, the customer will bear additional shipping costs.
6) Warranty
- Customers are entitled to a replacement within 7 days of delivery if a manufacturing defect affects quality or performance.
7) Non-Refundable Items
- Sale/discounted items.
- Customized orders (e.g., printed names/logos/IDs).
- Digital/In-App services or subscriptions once activated.
- Gift cards or vouchers.
8) Multiple Orders / Partial Refunds
- For orders containing multiple products, only the affected items may be refunded or replaced.
- Partial refunds are processed to the original payment method according to this policy.
9) Late or Missing Refunds
- Please check your bank account and contact your credit card company, as posting times vary.
- If the issue persists, please contact our support team.
10) Bank Disputes & Chargebacks
- We encourage contacting us first for a quick resolution.
- Filing a chargeback without providing the required details may delay resolution until the dispute is closed by the bank or processor.
11) Fraud Prevention
- MAND VCARD reserves the right to hold or cancel any suspicious orders and may request additional verification to confirm identity/payment details.
12) Limited Liability
- MAND VCARD is not responsible for:
- Carrier delays or events beyond our control (e.g., weather, force majeure).
- Damage due to misuse or negligence after delivery.
- Any indirect or consequential losses resulting from use of the product/service.
13) Governing Law & Jurisdiction
- Governed by the laws of Saudi Arabia; disputes shall be resolved in the competent courts within the Kingdom.
14) Policy Updates
- The published website version is the official and effective version as of its posting date.
15) Support & Contact
- Email: support@mand.sa
- Support Hours: Sunday to Thursday (9:00 AM – 6:00 PM Riyadh Time, GMT+3)
