Return, Exchange and Refund Policy

At ReelStores, we want you to shop with confidence. Please review the following terms carefully before submitting a return, exchange, or refund request.

1. Exchange Eligibility

Products may be exchanged provided that they:

Are unused and in their original condition.
Remain unopened and inside their original packaging.
Include all original accessories, labels, and components.

Each product page on our website includes a detailed description and relevant product information. We recommend reviewing these details carefully before completing your purchase.

2. Refund Eligibility

Refunds are available only in the following cases:

The product is damaged or defective upon delivery.
The customer receives an incorrect product due to an error by ReelStores.
The delivered product does not match the confirmed order.

Refunds are not available for non-defective products when the customer simply changes their mind. Eligible non-defective products may instead be exchanged in accordance with the conditions stated above.

3. Return and Exchange Fees

For the exchange of a non-defective product, the customer is responsible for:

The applicable delivery fees.
Any price difference between the original product and the replacement product.

If the product is damaged, defective, or incorrect due to an error by ReelStores, ReelStores will cover the applicable return delivery fees.

4. How to Submit a Request

To request a return, exchange, or refund, please contact us via WhatsApp at:

00962 79 550 1004

Please provide the following information:

Invoice or order number.
Product name.
Reason for the request.
Clear photos of the product and its original packaging.
Clear photos showing any damage, defect, or incorrect item, when applicable.

Requests will be reviewed after all required information has been received.

5. Request Period

Return, exchange, or refund requests must be submitted within a maximum oftwo days from the date the order is received.

Requests submitted after this period may not be accepted.

Products submitted for exchange must remain unused, unopened, and in their original condition and packaging.

6. Refund Methods

Once a refund request has been approved and the returned product has been received and inspected, the refund may be issued through one of the following methods:

Bank transfer.
Refund through our representative or the delivery company, where available.
Store credit added to the customer’s account on the ReelStores website.

The customer may select from the available refund methods, subject to the original payment method and operational availability.

7. Non-Returnable Products

For health, safety, and hygiene reasons, opened or used swimming products and accessories cannot be returned or exchanged. This includes swimming pools and similar products that cannot be restored to their original packaging after opening.