Return, Exchange & Refund Policy

1. Purpose

This policy applies to purchases made through [website URL] and is issued in line with the Saudi E-Commerce Law (Royal Decree No. M/126 dated 7/11/1440H) and its Implementing Regulations, and consumer protection rules. It does not limit your statutory rights as a consumer.

2. Right to Return

You may return an item and cancel your purchase within [7 / 14] days from the date you receive it, without giving a reason. (Saudi law grants a minimum of seven days for distance sales; Deqot may offer a longer period.)

3. Conditions for Return

To qualify, the item must be:

  • unworn, unwashed and unused, with all original tags attached;
  • in its original packaging, with accessories, free gifts and the invoice or order number;
  • free from perfume, makeup, stains, odors or alterations.

We may inspect returned items. If an item has been used beyond reasonable inspection (as you would try on in a shop), we may refuse the return or deduct a fair amount for the loss in value, as permitted by law.

4. Items That Cannot Be Returned

The following are excluded, as permitted by the E-Commerce Law, unless defective or not as described:

  • items made, tailored or customized to your specifications;
  • underwear, swimwear, hosiery, and other hygiene-sensitive items once the hygiene seal or packaging is opened;
  • cosmetics, perfumes and personal-care items once opened;
  • earrings and body jewelry for hygiene reasons;
  • gift cards and digital vouchers;
  • items clearly marked "final sale / non-returnable" before purchase, provided this does not conflict with your statutory rights.

5. How to Return

  1. Contact us at [email / WhatsApp / phone] or request a return from your account, with your order number.
  2. We will confirm your request and give you return instructions or arrange pickup [if offered].
  3. Pack the item securely with the original tags and packaging, and send it within [3] days of approval.

6. Return Shipping Costs

  • Change of mind: return shipping is paid by [the customer / Deqot / free within the Kingdom].
  • Defective, damaged, wrong, or not as described items: Deqot pays all return shipping costs and you will receive a replacement or full refund, including original delivery charges.

7. Exchanges

You can exchange an item for a different size or color, subject to availability, within the return period. If the requested item is unavailable, you may choose a refund. [Exchange delivery fee: ___.]

8. Refunds

  • Refunds are made to the original payment method. Cash-on-delivery orders are refunded by [bank transfer / store credit, as chosen by customer].
  • We will refund the price paid within 15 days from the date we receive the returned item, and we aim to do it sooner. Your bank may need additional time to show the credit.
  • Original delivery fees are refunded if the return is due to our error or a defect. Otherwise they are non-refundable [or: refunded, per your policy].
  • Buy-now-pay-later orders (e.g. [Tabby/Tamara]) are refunded through the provider.

9. Defective or Incorrect Items

If you receive a damaged, defective, or wrong item, notify us within [48 hours / 7 days] of delivery with your order number and photos. We will, at your choice where possible, replace the item, repair it, or refund you fully, at no cost to you. Please check parcels upon delivery and report visible damage to the courier.

10. Cancelling an Order Before Delivery

You may cancel an order before it is shipped by contacting us. If it has already been shipped, you may refuse delivery or return it under this policy.

11. Sale and Promotional Items

Items bought on sale or with a discount code follow this same policy. Refunds are for the amount actually paid. [Optional: items on final clearance are exchange-only, where permitted by law.]

12. Contact

Customer service: [email], [phone/WhatsApp], [working hours]. Complaints may also be submitted to the Ministry of Commerce through its consumer channels if not resolved.