Return & Refund Policy

Last Updated: September 2026

We want you to be satisfied with your purchase. If there is an issue with your order, please contact our customer support team so we can review the matter and provide an appropriate solution in accordance with applicable Saudi Arabian laws and regulations.

1. Return Eligibility

Customers may request a return where permitted by applicable law and the conditions of this policy.

To be eligible for a return, the product should generally:

• Be unused and in its original condition

• Be returned with its original packaging and accessories, where applicable

• Include the order details or proof of purchase

• Not have been damaged or altered after delivery due to customer misuse

Certain products may be subject to specific return restrictions where permitted by law, particularly products that cannot reasonably be returned because of their nature or condition.

2. Damaged, Defective or Incorrect Products

If you receive a product that is:

• Damaged during delivery

• Defective or not functioning properly

• Different from the product you ordered

• Missing essential components

please contact us as soon as possible after receiving the order.

To help us investigate the issue, we may request:

• Order number

• Clear photographs of the product

• Photographs of the packaging

• A short video demonstrating the defect, where applicable

• A description of the problem

After reviewing the case, we may offer an appropriate remedy, which can include a replacement, repair where applicable, or refund, subject to applicable law.

3. Change of Mind / Unwanted Items

Where applicable under Saudi Arabia's E-Commerce Law and its implementing regulations, consumers may exercise their statutory right to cancel an electronic contract within the applicable period and obtain a refund, subject to the conditions and exceptions provided by law.

The statutory right may not apply in certain circumstances, including where the nature of the product or transaction falls within an applicable legal exception.

Where a return is accepted because of a change of mind, the product may need to be returned in its original condition and within the applicable legal or store return period.

4. Products That Cannot Be Returned

Certain products may not be eligible for return where permitted by applicable law. This may include products that:

• Cannot be returned because of their nature

• Are liable to deteriorate or expire quickly

• Have been customized or made specifically for the customer

• Cannot be returned for hygiene or health-related reasons after opening or use, where legally applicable

• Have been used, damaged, or altered by the customer

• Fall under another statutory exception

Any applicable exception will be handled in accordance with Saudi Arabian law.

5. Return Request Process

To request a return, please contact our customer support team and provide:

1. Your order number

2. Customer name and contact details

3. Product you wish to return

4. Reason for the return

5. Supporting photographs or videos, if requested

Do not send a product back before receiving return instructions from our support team.

6. Return Shipping

Where the product is defective, damaged, incorrect, or otherwise eligible for a return due to an issue attributable to us, we will handle return-shipping arrangements in accordance with applicable law.

For voluntary returns or change-of-mind returns, shipping or return costs may be handled according to the applicable legal requirements and the terms communicated to the customer before or during the purchase.

7. Refunds

Once a return or refund request has been approved, the refund will be processed using the applicable payment method or another legally permitted method.

Refund timing may depend on:

• Payment provider

• Bank processing times

• Courier return time

• Product inspection, where applicable

We will initiate the refund within the timeframe required by applicable Saudi Arabian law.

8. Cash on Delivery Orders

For Cash on Delivery orders, customers may be asked to provide valid bank-account or other payment information necessary to process an approved refund.

Refunds for COD orders will not normally be provided in cash by the courier unless specifically arranged and permitted.

9. Refunds for Undelivered or Cancelled Orders

If an order is cancelled before shipment, or if a refund becomes legally due because the order cannot be delivered, we will process the applicable refund in accordance with Saudi Arabian law and the circumstances of the order.

If an order is returned because the customer provided incorrect information, repeatedly failed to receive the shipment, or refused delivery without a valid reason, the applicable refund and shipping arrangements will be assessed according to the circumstances and applicable law.

10. Delivery Delays

If an electronic order is not delivered within the agreed delivery period, or within the statutory period applicable under Saudi Arabian law, the customer may have cancellation and refund rights.

Under the Saudi E-Commerce Law, where delivery is delayed by more than 15 days from the date of concluding the contract or the agreed delivery date, subject to the law's conditions and exceptions, the consumer may have the right to rescind the contract and receive a refund.

11. Exchanges

Where appropriate and available, an eligible product may be exchanged for another product.

If the requested replacement is unavailable, we may provide another legally appropriate remedy, including a refund where applicable.

12. Order Cancellation Before Dispatch

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to cancel the order before it is dispatched. Once an order has been handed over to the courier, cancellation may be handled as a return or cancellation request according to applicable law.

13. Product Inspection

Returned products may be inspected to determine whether they meet the applicable return conditions.

Inspection does not limit any mandatory consumer rights provided under Saudi Arabian law.

14. Refund Not Received

If you have received confirmation that your refund has been processed but the amount has not appeared in your account, please first check with your bank or payment provider.

If the issue continues, contact our customer support team with your order number and refund information so that we can assist you.

15. Consumer Rights

Nothing in this policy is intended to restrict or remove any mandatory consumer rights available to customers under the laws and regulations of the Kingdom of Saudi Arabia.

Where Saudi Arabian law provides a customer with a right or remedy that differs from this policy, the applicable law will prevail.

16. Contact Us

For return, replacement, cancellation, or refund requests, please contact our customer support team through the contact information available on our website.