Customer Service

Exchange and refund policy

At Nazeel Platform, we strive to ensure your satisfaction with every purchase. If you need to exchange or return an item, please review our policy below.

Eligibility Criteria for Exchanges and Returns:

1. Undelivered Shipments: If your shipment is undelivered for any reason, such as the prison refusing to receive it, you will not be refunded the delivery charge. Only the product charges will be refunded.
2. Wrong Products Received: In the event that the prisoner receives the wrong products, and it is determined to be our mistake, we will refund both the delivery and product charges to you.
3. Incorrect Information Provided: If you provided incorrect prison location, receiver, or sender information, resulting in failed delivery, you will take full responsibility. In such cases, there will be no refund of the delivery charge or the items.

Process for Exchanges and Returns:

1. Contact Customer Support: To initiate an exchange or return, please contact our customer support team. Provide your order details and reason for exchange or return. Customer care contact information:
   
   • Call center :19992
   • Social Media: @SPL_Care
   • Email : Care@SPLonline.com.sa
   • Web: https://splonline.com.sa/customer-service/
   • Chatbot : WhatsAPP ( +966112898888 )
2. Return Authorization: Our customer support team will provide you with a return authorization number and instructions on how to proceed with your exchange or return.