The Legal Basis for Returns and Refunds
Returns and refunds for online purchases in Saudi Arabia are governed by Royal Decree No. M/126, the Saudi Electronic Commerce Law. This law applies to all online transactions conducted within the Kingdom, including purchases from international sellers who market their products to Saudi consumers.
As an expat, you have the same rights as a Saudi national when shopping online.
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The 7-Day Cooling-Off Period Explained
Article 13 of the E-Commerce Law grants you a right to return within seven days of:
- Receiving a physical product, or
- Signing a service contract (where the service has not yet been fully delivered)
You do not need to give a reason. This is an automatic legal right. Simply notifying the seller within seven days is sufficient to trigger your return rights.
When the 7-Day Right Does NOT Apply
The law recognizes exceptions where a seller may lawfully refuse a return:
- The product has been used, damaged, or its condition has materially changed since delivery
- The product is perishable (such as food items)
- The product is custom-made or personalized to your specifications
- Hygiene-sensitive products that have been opened
- Digital products that have been accessed or downloaded
- Both parties agreed in writing to different return terms before purchase
Practical tip: Never open packaging on an item unless you intend to keep it. If you open a product and decide you do not want it, your return right may be compromised.
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How to Exercise Your Return Right
Following these steps will protect your claim:
- Act within 7 days — count from the day the product arrives, not the day you ordered
- Notify the seller in writing — use email, the platform's messaging system, or any traceable method
- State clearly that you are exercising your return right under Saudi E-Commerce Law
- Keep all evidence — screenshots, order confirmations, delivery notifications, and your written return notice
- Return the item in its original condition where required
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Refunds After Cancellation: What You Are Entitled To
Once you have validly exercised your return right, you are entitled to a full refund of:
- The purchase price of the item
- Any fees or taxes charged on the transaction
- Delivery charges, depending on the terms agreed at checkout
The seller must process the refund in accordance with the Implementing Regulations. If the seller refuses or delays your refund unreasonably, this constitutes a violation of the law and can be reported.
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Refunds Due to Late Delivery
Under Article 14, you have a separate right to cancel and receive a refund if:
- No delivery date was agreed and the seller delays delivery by more than 15 days from the contract date, or
- A delivery date was agreed and the seller fails to meet it
This right applies automatically. You do not need to wait indefinitely for a late delivery.
Practical tip: If you placed an order with a stated delivery date and it has passed, send the seller a written notice citing Article 14 of the E-Commerce Law and request either immediate delivery or a full refund.
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Correcting Order Errors Before Delivery
Article 4 provides a useful protection if you make a mistake when placing your order (for example, selecting the wrong size, color, or quantity) and the platform did not offer a correction function. In this case:
- You must notify the seller immediately upon realizing the error
- This notification is treated as a request to modify or cancel the order
- Act as quickly as possible — the Implementing Regulations set a time limit for this notification
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Filing a Complaint If a Seller Refuses Your Return
If a seller wrongfully refuses your return or refund request, you have several options:
- Ministry of Commerce complaint portal — file online at mc.gov.sa
- Maroof platform — for complaints against registered Saudi online sellers
- The competent court — Article 22 allows you to sue for compensation arising from violations of the law
- Credit card chargeback — contact your bank if payment was made by card and the seller is unresponsive
Sellers who violate the law face fines of up to SAR 1,000,000 and possible suspension or blocking of their electronic shop.
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Summary: Expat Return Rights at a Glance
| Situation | Your Right | |---|---| | Changed your mind within 7 days | Cancel and receive full refund | | Product arrived damaged | Cancel under 7-day right or warranty provisions | | Delivery delayed over 15 days | Cancel and receive full refund | | Wrong item ordered by mistake | Notify seller immediately for correction | | Seller refuses valid return | File complaint or go to court |
Knowing your rights makes online shopping in Saudi Arabia far less risky. Always act quickly, communicate in writing, and keep records of every transaction.