Orders, returns and exchanges policy

Printed and Electronic Books

Printed and electronic books are non-returnable and non-exchangeable.
All orders for printed books placed through our website are prepared and handed over to the shipping carrier on the following business day.
Orders placed on Thursday after 4:00 PM or at any time on Friday will be prepared and handed over to the shipping carrier on Sunday.

To ensure the highest level of service and transparency for our customers, the following policy outlines the terms governing refunds and exchanges for digital products, taking into account the nature of digital codes, their electronic delivery, activation, and use.

1. Scope of This Policy

This policy applies to all digital codes and digital products purchased through Dar Al Jadawel Store, including, but not limited to:

E-book access codes
Educational platform access codes
Digital licenses
Other electronically delivered digital products

2. Refund Policy

As digital codes are delivered electronically and may be used immediately upon receipt, digital products are generally non-refundable once the code has been delivered to the customer, provided that the code is valid and functional.

A refund may only be considered where it is verified that the delivered code is defective, invalid, or unusable.

Any refund request will be subject to verification of the order and the status of the relevant code.

3. Exchange Policy

A customer may request a replacement code in any of the following circumstances:

The code is defective or cannot be activated, following verification of its status.
The customer receives a code for a product, edition, or level different from the one purchased.
An error by Dar Al Jadawel results in the incorrect product or code being delivered.

Replacement codes will only be issued after the order details and code status have been reviewed and the customer’s eligibility for replacement has been confirmed.

4. Codes Showing as “Used” or “Previously Activated”

If a customer receives a message indicating that a code has already been used or previously activated, the customer must contact Customer Service and provide a clear screenshot of the error message, together with any relevant details regarding the issue.

Dar Al Jadawel will investigate the status of the code and, where necessary, contact the relevant publisher or platform provider to verify the code history and determine the appropriate course of action.

Please note that an activation error does not necessarily mean that the code is invalid. Activation issues may arise due to the activation process, the account being used, or the relevant educational platform.

5. Activated Codes

Once a digital code has been successfully activated, linked to a customer account, or used to access digital content, the product will be considered consumed and cannot be refunded or exchanged.

This applies because the digital product becomes associated with the account on which it was activated and can no longer be treated as unused.

6. Customer Responsibilities

Customers are responsible for:

Confirming that they have selected the correct book, product, edition, or level before completing the purchase.
Activating the code using the correct account.
Keeping the code confidential and secure.
Not sharing the code with any other person.
Following the activation and usage instructions provided by the publisher or educational platform.

Dar Al Jadawel shall not be responsible for any code that is lost, disclosed, shared, or used by another party after it has been successfully delivered to the customer.

7. Activation Issues

If a customer experiences any difficulty when activating a digital code, they should avoid repeatedly attempting to activate the code or sharing it with any other person.

The customer should contact Customer Service and provide a description of the issue, together with a screenshot of the error message where available.

Our support team will investigate the matter and assist the customer in completing the activation process. Where necessary, the case may be referred to the relevant publisher or platform provider for further investigation.

8. Processing Time for Exchange Requests

Exchange requests are processed once the relevant order details and code status have been verified.

In some cases, Dar Al Jadawel may need to contact the publisher or platform provider to confirm the status or usage history of the code.

Accordingly, processing times may vary depending on the nature and complexity of the issue.

9. Cases Not Eligible for Refund or Exchange

Refund or exchange requests will not be accepted in the following circumstances:

The code has been successfully activated or used.
The customer activates or enters the code using an incorrect account.
The customer shares the code with another person after receiving it.
The customer loses the code after it has been delivered.
The customer changes their mind after receiving a valid digital code.
The customer purchases an incorrect or unsuitable product, edition, or level as a result of their own selection, unless the error was caused by Dar Al Jadawel.

10. Proof of Purchase

Customers requesting an exchange, refund review, or assistance with a digital code must provide the relevant order number and any additional information reasonably required to verify the purchase.

Failure to provide sufficient proof of purchase may prevent Dar Al Jadawel from processing the request.

11. General Terms

Dar Al Jadawel Publishing and Distribution reserves the right to verify the status, validity, activation history, and usage of any digital code with the relevant publisher, platform provider, or service provider before approving any refund or exchange request.

All digital codes sold through Dar Al Jadawel Store are genuine and are supplied in accordance with the applicable terms and conditions of the relevant publisher or platform provider.

By completing the purchase of a digital product, the customer acknowledges that they have read, understood, and agreed to this Digital Products Refund and Exchange Policy.