Return and refund policy required in writing before checkout under the E-Commerce Law (2019) — a 7-day return window for unused online purchases, mandatory shelf/menu prices inclusive of 15% VAT, and a ban on blanket "no refund" notices against defective goods.
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RETURN AND REFUND POLICY (سياسة الاستبدال والاسترجاع)
(Commercial Registration No. ) Effective date:
This policy is displayed under the E-Commerce Law (2019, in force since 24 October 2019) and Ministry of Commerce consumer-protection practice: the return policy must be shown to the customer in writing BEFORE the order is placed, and a blanket "no refund" notice is unlawful against defective goods.
1. ONLINE RETURNS 1.1. Return window for unused goods ordered online: days (at least 7 days is required by the E-Commerce Law). 1.2. Conditions: . 1.3. Exclusions: — typical statutory exclusions are food/catering, custom-made items, downloaded software, and press/publications. 1.4. Form of refund: .
2. DEFECTIVE GOODS 2.1. 2.2. A "no refund" sign or clause does not override this statutory obligation.
3. PRICING 3.1. — the price shown on the shelf, menu, or listing must equal the final price charged at checkout, inclusive of 15% VAT.
4. COMPLAINTS 4.1. Contact for returns and complaints: . Unresolved complaints may be escalated through the Ministry of Commerce's Balagh Tijari app or hotline 1900.
5. LANGUAGE 5.1. — an Arabic version should be displayed at the point of sale.
This is a boilerplate template, not legal advice. It is written under the Saudi Labor Law (Royal Decree No. M/51 of 2005, as amended by Royal Decree No. M/44 of 23 August 2024, in force from 19 February 2025) and related regulations and digital platforms (Qiwa, Najiz, GOSI, Mudad, PDPL/SDAIA, E-Commerce Law, SFDA, Shomoos, ZATCA/Fatoora, Balady) as in effect in July 2026 — these platforms and their implementing regulations change frequently; verify against the current text before use. Have this template reviewed by a Saudi-qualified lawyer and, for HR documents, checked against your own HRSD-approved work organization regulation (لائحة تنظيم العمل) before use.
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