Complaints and Suggestions Policy

At Ghunnah, we are committed to delivering the best possible shopping experience for our customers. We view all complaints and suggestions as valuable opportunities to improve our services.

This policy ensures that your feedback is addressed quickly, professionally, and in line with the regulations of the Ministry of Commerce in the Kingdom of Saudi Arabia.

1. Submitting a Complaint

You can submit your complaint through the following email: [email protected].

To help us address your concern efficiently, please include:

Full name
Order number (if applicable)
A clear description of the issue
Any relevant documents or photos supporting your complaint

All complaints will be acknowledged within 1–2 business days from the time of receipt.

2. Complaint Handling Process

Once we receive your complaint, we will take the following steps:

Evaluate the issue and review the submitted details
Contact you for clarification or additional information, if needed
Provide a resolution within 5-10 business days, depending on the nature of the issue

Possible Resolutions May Include:

Replacing a defective product
Issuing a refund or partial compensation (if applicable)
Other actions appropriate to the nature of the complaint

If further investigation is required, you will be informed of the expected resolution timeframe.

3. Submitting a Suggestion

We welcome your suggestions for improving our products and services. Please send them to our email: [email protected]

How Suggestions Are Handled:

All suggestions are reviewed regularly by our management team
We may reach out to you if additional clarification is needed
Every suggestion is considered seriously and respectfully

4. Transparency and Confidentiality

All complaints and suggestions are handled with complete confidentiality and professionalism
Your personal data is processed in accordance with Article 5 of the Saudi E-Commerce Law on Consumer Data Protection and as outlined in our Privacy and Usage Policy.
All customers have an equal right to submit feedback without bias or discrimination

5. Escalation Rights

If you are not satisfied with the resolution provided, you have the right to escalate the matter to the appropriate authorities, such as the Ministry of Commerce.

Need Assistance?

We are here to listen and support you.
Contact us at email: [email protected]

Thank you for your trust and for helping us improve.