Return and Refund policy

Article 1: Order Cancellation Policy Before Receiving the Order

Since the relationship between the seller and buyer on this Platform is a commercial (B2B) relationship, the return and exchange policies that protect ordinary consumers do not apply here. Therefore, a mechanism is required to govern the parties in cases of order cancellations and requests for returns or exchanges. Below are the cases in which the buyer is permitted to cancel the order and request a refund before receiving the order.

1- Cancellation Before Seller Approval:

The buyer may cancel the order and request a refund after submitting a purchase request, as long as the order status is still pending seller approval. However, the buyer bears any bank fees and other costs that may arise from this cancellation.

2- Cancellation Due to Delay in Shipment Delivery:

If the shipment delivery to the buyer is delayed beyond the specified time, the buyer must check the shipment status through the Platform:

1- If the shipment is in transit (out for delivery), it will be delivered soon, and the buyer should contact the seller or shipping company to confirm the delivery date.

2- If the specified delivery time exceeds 10 days, the buyer has the right to request cancellation and a refund. In this case, the Platform is responsible for refunding the buyer.

3- Cancellation Due to Non-Delivery of Shipment:

1- The shipping company may currently be delivering your shipment. Please wait or check with the shipping offices in the destination country.
2- Verify that the delivery address listed in the logistics matches yours. If there is any discrepancy, please contact the seller or shipping company to resolve the issue.
3- If the problem is not resolved and the waiting period for the shipment exceeds 10 days from the scheduled date, the buyer has the right to request cancellation and a refund.

4- Cases Where the Buyer Cannot Cancel the Order:

The buyer cannot request to cancel the order in the following cases:

1- If the order is submitted after the seller has approved the purchase request, and the order status is "Approved," "Ready for Delivery," or "Out for Delivery."
2- If the order is delivered on time and the shipment is intact and free from defects or damages.
3- The order cancellation policy does not apply to international shipments, as delivery times may be affected by various factors such as customs procedures and local regulations in the destination country, among other uncontrollable factors. The seller is not responsible for any delays arising from these factors, and the buyer cannot cancel the order due to delays in the delivery of international shipments unless otherwise agreed upon by the seller and the buyer.

Article 2: Return and Refund Policy After Receiving the Order

Since the relationship between the seller and buyer on this Platform is a commercial (B2B) relationship, the return and exchange policies that protect ordinary consumers do not apply here. Therefore, a mechanism is required to govern the parties in cases of order cancellations and requests for returns or exchanges. Below are the cases in which the buyer is allowed to cancel the order and request a refund after receiving the order.

1- Cases Where the Buyer Can Request a Return and Refund

The buyer can submit a request to return the goods through the Platform or via available communication methods for the following products:

1- Products that are damaged, defective, or delivered in poor condition due to the seller.
2- Products that are damaged, defective, or delivered in poor condition due to the shipping company.
3- Incorrectly delivered products.

4- Products that do not match the agreed specifications.

2- Cases Where the Buyer Cannot Request a Return or Refund

The buyer cannot submit a return or refund request in the following cases:

1- If the products received are intact and free from any defects or damages.
2- If the products exactly match the agreed specifications.

3- If the products were custom-made at the buyer’s request.

4- If the products are part of large shipments or international shipments.
5- If more than three days have passed since the buyer received the shipment.

3- Determining Responsibility for Returning the Shipment and Imposing Fees

The responsible party for the return of the shipment and the associated banking and shipping fees will be determined according to the following cases:

1- The seller is responsible for the banking and shipping fees in the following cases:
1- If the products are damaged or defective due to the seller’s actions.
2- If the delivered products are incorrect or inaccurate.
3- If the products do not match the specifications.
4- If the shipment is delayed due to the seller’s actions.

2- The shipping company is responsible for the banking and return fees to the seller in the following cases:

1- If the products are damaged during transport due to poor shipping practices.
2- If the shipping company delays delivery beyond the specified time after receiving the shipment from the seller.

3- The buyer is responsible for the banking and return fees in the following cases:

1- If the buyer requests to cancel the shipment after it has been shipped and before they receive it, by submitting a return request after receiving the shipment according to the seller’s and the Platform’s return policies.
2- If the buyer provides an incorrect delivery address or incorrect contact information that leads to the failure of the shipment delivery.
3- If the buyer refuses to accept the shipment without a valid reason.
4- If the buyer delays receiving the shipment after it has arrived at the specified address for a period exceeding the time specified by the shipping company.

4. Refund Policy and Terms

1- Timeframe for Refunds

After the order status changes to “Returned,” the system will begin processing the buyer’s refund request within 3 business days. The amount will be returned to the buyer’s account within an additional 2 business days.

Note: The refund process may take slightly longer, so please check your email for the refund message and wait until the process is completed.

2- Cases Where the Buyer Receives an Amount Less Than Expected

There are certain circumstances that may lead to a refund amount that is less than anticipated:

1- Transaction Fees: Banks may charge transfer fees during the refund process. The buyer can verify the fee details with their bank.

2- Exchange Rates: If payment was made in a local currency, there may be an exchange rate difference that results in a lower refund amount.

3-Refunds When Credit Card Has Expired

If payment was made using a credit card that has expired or is no longer valid, the funds will be refunded to the same card. Please contact the card issuer for the necessary guidance.

4- Bank Processing Fees

While buyer protection is free, the following costs are not covered:

1- Currency conversion fees charged by the card issuer.

2- Credit card transaction fees.

3- Exchange rate differences.

Please contact the issuing bank for more information.

5-Refunds to Verified Accounts

All supported payment methods through the Platform include online transfers and bank remittances. The amount will be refunded to the original account used by the buyer when making the payment.

6- Procedures if the Buyer Does Not Receive Their Funds
1- Please check the order status to see if it shows “Refunded.” The system automatically transfers the amount upon completion of the refund process.
1. 2-Please wait the previously specified business days before checking your financial account.
3- If you have not received your funds after the timeframe has expired, it is advised to contact the card issuer for details.

Article 3: Dispute

This article covers all cases of amicable settlement between the buyer and seller on the Platform, such as order cancellation, returns, and refunds. These procedures constitute a mutual agreement between the seller and the buyer. However, if the seller rejects the buyer’s request for a return or refund, the buyer must follow other procedures and open a dispute to reach a resolution.

1- Cases for Opening a Dispute

The buyer has the right to open a dispute in the case:

If the buyer receives the shipment and finds it defective, damaged, or not compliant with the specifications outlined in the returnable products policy. In this case, the buyer submits a return and refund request to the seller. If the seller rejects the request, the buyer may submit a dispute within a period not exceeding three business days from the date of the seller’s rejection. If this period is exceeded, the buyer is considered to have accepted the product and cannot claim a return.

2- How to Open a Dispute

The buyer can open a dispute by following these steps:

1-Log in to their account on the Platform (the one used for the purchase).
2- Go to the Orders page and enter their order number.

3- Click on “Register Dispute” and fill in the dispute details.

The buyer should note that each purchase order has only three days to open a dispute after receiving the order. If the buyer does not submit the dispute within this period after rejecting the return request, the order will be closed, and its status will be marked as “Delivered.” In this case, the buyer will not be able to open a dispute or request the Platform’s intervention or halt the seller’s payments. If the three-day period expires, the buyer should directly contact the seller to correct the issue or replace the product without the Platform’s intervention.

3- Cases Where the Buyer Cannot Open a Dispute

The buyer cannot submit a return or refund request in the following cases:

1- If the order has not reached the stage that allows for a dispute to be opened.
2- If a dispute has already been opened for the same order, as opening a dispute more than once for the same order is not permitted.
3- If the return and refund request has already been accepted and the products have been returned, in this case, the buyer cannot open a new dispute regarding the order.

4- Procedures Followed by the Buyer After Opening a Dispute

After opening a dispute, the buyer can track the progress of the dispute through “View Dispute Details” on the “My Orders” page. At this stage, it is preferable for the buyer to communicate directly with the seller to reach an agreement.

1- If an agreement is reached between the buyer and seller, the dispute will be closed.
2- If the seller does not agree, the buyer can submit a new offer and communicate with the seller to reach a resolution.
3- If the seller submits a new offer, the buyer can accept or reject it.
4- If no amicable settlement is reached between the seller and the buyer, the dispute will be pending resolution and adjudication by the Platform.

5- Court Dispute Procedures
1. 1- If either party decides to resort to the courts to resolve the dispute, documents proving the filing of the lawsuit must be submitted to the court. In such cases, the Platform will freeze the release of funds until a final judgment is issued regarding the dispute.
2- The buyer acknowledges and agrees that the Platform will provide any documents or materials in its possession to either party (seller or buyer) if requested to help resolve the dispute.
6- Dispute Closure Procedures

The buyer or seller can terminate the dispute by accessing the dispute page on the Platform and selecting the “Dispute Resolved” or “Close Dispute” option.

Article 4: Buyer Protection

1- What is the Guarantee?

The guarantee is that upon completing the purchase, the purchase amount is deposited with the Platform to ensure the delivery of products to the seller after the transaction is completed. In online purchases, the buyer transfers the funds to the Platform while the seller ships the products. Once the buyer confirms receipt of the shipment and satisfaction with the products, the Platform releases the payment to the seller.

2- Importance of the Guarantee for the Buyer

The guarantee provides a safer method, as the Platform acts as a third-party intermediary that reduces the risk of fraud by managing and distributing funds on behalf of the buyers.

3- Buyer Protection Procedures
1. 1- The Platform management monitors shipments and verifies the delivery process through established procedures for each party, including the shipping company.
2- In the event of disputes, the Platform management will assist the buyer and seller in reaching a resolution.

3- The amount will not be paid to the seller until the buyer confirms receipt of the products and is satisfied with them, or until a final judgment is issued in the dispute ordering the payment to the seller.

4- What if the Seller Offers to Complete the Transaction Directly Without Using the Platform?

If you receive an offer from the seller to complete the transaction directly without using the Platform, we advise you not to respond to it. Please inform us immediately. If you choose to complete the transaction directly with the seller, you assume the risks and will not be able to benefit from the Platform’s protection in case the products do not arrive or do not meet your expectations. Additionally, the Platform cannot assist you in recovering funds or exchanging products if you choose to bypass our services during the purchasing process. Please note that our guarantee system ensures that payment is not made to the seller until we are sure you are completely satisfied with your purchase.

Sanabel Al Shahd Food Factory Company, a closed Saudi joint stock company

Buraidah, ,