Return and Exchange Policy

1. Return and Exchange Period

The customer can request a return or exchange of the product within seven (7) calendar days, as follows:

• For purchases from alsamah branches, the purchase date is considered the first day.

• For online orders, the date on which the customer receives the order is considered the first day.

• The return or exchange request must be submitted by the end of the seventh day.

• The period includes holidays and weekends as they are counted in calendar days.

Example: If the product was purchased or the online order was received on September 1, the return or exchange request can be submitted until the end of September 7.

2. Conditions for Accepting Returns or Exchanges

To accept the product for return or exchange, it must be:

• unused, unworn, and unwashed.

• in its original condition and appearance and suitable for resale.

• free from stains, odors, damage, or alterations.

• accompanied by all original tags, labels, and accessories.

• inside its original packaging or wrapping and in the condition it was sold.

• accompanied by the purchase invoice, order number, or any verifiable proof of purchase.

• submitted for return or exchange within the time frame specified in this policy.

The company has the right to inspect the product before final approval of the return or exchange. The request may be denied if the product does not meet the above conditions, and the reason for the denial will be explained to the customer.

3. Socks and Underwear

For health and safety reasons, socks or underwear cannot be returned or exchanged unless:

• The original packaging must remain sealed and unopened.

• The original packaging closure must remain intact and must not have been removed, torn, or altered.

• The product must remain in its original condition and appearance.

• The product must meet the remaining return or exchange conditions stated in this policy.

This exception does not prevent the processing of the product if it is proven to be defective, damaged, or does not conform to the order or advertised description, in accordance with applicable law and this policy.

4. Discounted Products and Promotional Offers

Discounted products and promotional items are subject to the same return and exchange conditions stated in this policy.

When returning part of an order related to a multi-item discount, bundle offer, or promotional offer, alsamah has the right to recalculate the discount value and the refunded amount according to the terms of the offer.

If the offer included a free or promotional product related to the returned product, the free product must also be returned in its original condition. If it is not returned, its declared value or the value of the associated discount may be deducted from the refunded amount.

5. Exchanges

Exchanges are subject to the availability of the requested product.

• If the price of the replacement product is equal to the price of the original product, the exchange is made without paying an additional amount.

• If the price of the replacement product is higher, the customer pays the price difference.

• If the price of the replacement product is lower, the price difference is refunded to the customer according to the approved refund method.

• If the requested replacement product is not available, the customer may choose another product or request a refund for the original product, if it meets the return conditions.

• A new period for return or exchange does not start due to the exchange of the product, and the period remains calculated from the date of purchase of the original product or its receipt, except for rights related to the existence of a defect in the replacement product or its non-conformity to the order.

6. Refunds

Upon approval of the return:

• The price of the product actually paid by the customer is refunded after accounting for any discounts or offers related to the purchase.

• The amount is refunded through the original payment method whenever possible.

• For cash-on-delivery orders, the amount is refunded in cash or through a bank transfer, electronic transfer, or another refund method agreed upon with the customer.

• Store credit is not issued instead of the refunded amount.

• The refund process begins after the product is received, inspected, and the return is approved.

• Approved refunds will normally be processed within seven (7) business days after the return is approved.

• The bank or payment service provider may require additional time to reflect the amount in the customer's account, which is beyond alsamah's control.

Original delivery fees are not refunded when the return is due to a change of mind by the customer, after the delivery has been completed correctly.

7. Gifts

Gifted products may be exchanged only and are not eligible for a cash refund.

The following is required for gift exchanges:

• Providing the gift receipt or verifiable proof of purchase.

• The product must meet all exchange conditions stated in this policy.

• A request for exchange must be submitted within the original seven-day period, starting from the date of purchase of the gift from the branch or the date of receipt if purchased online.

The gift can be exchanged:

• For another product of the same price; or

• For a higher-priced product, with the customer paying the price difference.

If a lower-priced product is chosen, the price difference is not refunded in cash or as store credit.

Gift conditions do not affect legal rights related to a defective, damaged, or non-conforming product.

8. Gift Cards

Gift cards are final-sale items.

• They cannot be returned or exchanged.

• Their value cannot be refunded in cash.

• The remaining balance cannot be converted to cash.

• alsamah is not responsible for lost or stolen gift cards after delivery, unless negligence is proven on alsamah's part or required by applicable law.

These provisions apply unless the applicable Iraqi law requires otherwise.

9. Returning or Exchanging Online Orders

To request the return or exchange of a product purchased from the website, the customer must contact customer service within seven days and provide the following information:

• Order number.

• The customer’s name and phone number used in the order.

• Name of the product to be returned or exchanged.

• Reason for the return or exchange request.

• Clear photos or videos in case of defect, damage, missing item, or discrepancy from the order.

After registering the request, customer service will provide the customer with instructions for returning the product or delivering it for inspection.

Registering the request does not constitute final approval for the return or exchange before receiving the product and verifying its condition and compliance with the terms of this policy.

10. Return and Exchange Fees for Online Orders

If the return or exchange is due to a change of mind by the customer, or choosing an inappropriate size or color, or for any reason not attributable to a proven error on the part of the company:

• The customer bears the costs of returning the product.

• The customer bears the costs of delivering the replacement product, if any.

• Original delivery charges are not refunded after the delivery has been completed correctly.

• Return fees due may be deducted from the amount to be refunded to the customer.

The company bears the return and redelivery fees when it is proven that:

• The product sent is not the product ordered.

• The size or color sent does not match the order.

• The product arrived damaged or defective.

• The order is incomplete due to an error on the part of the company.

• The product does not materially match the description or specifications stated.

11. Defective, Damaged, or Non-Conforming Products

Please notify the brand's customer service as soon as possible upon discovering that the product is defective, damaged, incomplete, or does not match the order, and provide photographs or videos that clarify the condition whenever possible.

The product is inspected to determine the nature of the problem. If a defect, damage, or error is found that is not due to misuse, negligence, or improper handling or storage by the customer, the request will be processed through repair, replacement, or refund, depending on the nature of the case and applicable law.

The seven-day period or any condition in this policy does not cancel or restrict a mandatory right granted to the customer under Iraqi law regarding a product:

• Defective or unsafe.

• Damaged upon receipt.

• Not in conformity with the specifications or the advertised description.

• Not matching the product that was ordered.

• Incomplete due to an error on the part of alsamah.

12. Proof of Purchase

Accepted means of proof of purchase include, as applicable:

• Original purchase invoice.

• Electronic order number.

• Order confirmation message.

• Verifiable payment record.

• Gift receipt.

Acceptance of any alternative proof is subject to the ability to verify the purchase transaction, its date, the product, and its price.

13. Cases in Which a Return or Exchange May Be Refused

A return or exchange request may be denied if:

• The seven-day period has expired, without prejudice to legal rights related to defects or non-conformity.

• The product has been used, worn, or washed.

• The product has been damaged due to misuse, negligence, or improper handling or storage.

• The product has stains, odors, or alterations.

• The original tags or labels have been removed.

• Any packaging or original closure required to remain sealed under this policy has been opened, removed, or damaged.

• The product was not accompanied by its accessories or original packaging.

• It was not possible to provide verifiable proof of purchase.

• The proof of purchase was found to be forged or incorrect.

• There is reasonable evidence of fraud or abuse of the return and exchange policy.

If a request is refused, the customer will be informed of the reason.

14. Communication and Complaints

To request a return or exchange, or to report a problem with an online order, please contact the alsamah Customer Service:

WhatsApp: +9647819931111

Email: returns@alsamah.iq

Please provide the customer service team with the order number or proof of purchase, case details, and any required photographs or videos if available.

15. General Provisions

• This policy applies only to purchases made from alsamah within the Republic of Iraq.

• This policy is interpreted and applied in accordance with the applicable Iraqi laws, including the Consumer Protection Law No. (1) of 2010 and the Electronic Commerce Regulation No. (4) of 2025.

• If any provision in this policy conflicts with a mandatory legal right granted to the customer, the mandatory legal provision shall prevail.

• alsamah may update this policy as needed to accommodate operational or legal changes.

• The version of the policy published at the time of purchase shall apply, unless the law requires the application of a different or more protective provision for the customer.

• This policy forms part of the sales terms approved by alsamah.

Last updated: 29 August 2026