Exchange and refund policy for online stores

Exchange and refund policy for online stores

Disclaimer: This is a legal article that provides information that does not replace consulting a competent lawyer to help you and for more accurate information.

The online shopping experience is a convenient and quick option, but facing problems related to damaged or substandard products can cause losses and inconvenience to the consumer when they are rejected by the store. 

Hence the great importance of being familiar with the exchange and return policy for electronic stores in accordance with the e-commerce law in Saudi Arabia.

Does the store have the right to refuse the refund?

The online store does not have the right to refuse to return or exchange the product after selling it to the consumer except in the cases stipulated in Paragraph 2 of Article 13 of the E-Commerce Law, which are:

• If the product is manufactured specifically for the consumer or according to specifications he has determined himself, this excludes products that are defective or do not conform to the agreed specifications.
• If the products are videotapes, records, CDs or information software that have been used.
• If the products are magazines, newspapers, books or publications.
• If a defect appears in the product due to poor consumer possession.
• If the services provided by the online store are catering, accommodation or transportation services.
• Online software download products, with the exception of programs that have a defect that prevents the download from being completed or do not conform to what was agreed upon.

What is the replacement and return period for the Ministry of Commerce?

Article 13 of the system clarifies that the consumer has the right to exchange or return the product within 7 days from the date of purchase.

What are the obligations of the online store regarding the exchange and return policy in Saudi Arabia?

What are the obligations of the online store regarding the exchange and return policy in Saudi Arabia?

• Online stores are committed to establishing an exchange and return policy.
• The exchange and return policy in Saudi Arabia must be written in easy, clear language that is understandable to the consumer and include special conditions at the time of discounts.
• The online store must refrain from returning certain products that affect human health and safety and explain this to the consumer before purchasing, such as underwear or shaving tools.
• The store must withdraw the product that is adulterated or violates approved standard specifications and return its value to the consumer.
• The store is obligated to return the full amount paid to the consumer when returning the item without deducting value-added tax.
• Taking into account the electronic purchasing process and the delivery period it takes for the product to reach the consumer when setting the exchange and return period for the Ministry of Commerce products.

To ensure a sound legal position and avoid any inaccurate interpretation, the office of Attorney Abdul Majeed Al Rashid provides you with the opportunity to immediately speak with a licensed commercial attorney who specializes in e-commerce provisions and the laws of the Ministry of Commerce.

Can I refuse to receive the goods if the store is late in delivering the order?

Can I refuse to receive the goods if the store is late in delivering the order?

The consumer has the right to refuse to receive the goods and cancel the order if the online store is late in delivering the goods on the agreed date or delivery date for a period exceeding 15 days from the agreed date, and he has the right to a refund of the amount paid unless the reason for the delay is force majeure in accordance with Article 14 of the system.

The online store must inform the consumer of any expected delays or difficulties affecting the delivery date of the goods.

What are the penalties for violating the provisions of the e-commerce law?

An online store that violates the provisions of the e-commerce system in accordance with Article 18 shall be punished with one or more of the following penalties:

• Alarm.
• A fine not exceeding one million Saudi riyals.
• Temporarily or permanently discontinue e-commerce. 
• Blocking the online store partially, completely, temporarily or permanently, in coordination with the competent authority.  

Knowing the exchange and refund policy of online stores remains your first way to protect your money and ensure a fair and safe shopping experience. 

Don’t let ambiguity in the terms and conditions or the intransigence of stores take away your rights guaranteed to you by the law. If you encounter any commercial dispute or wish to take proper legal action, contact an elite group of commercial lawyers accredited in the Kingdom from the office of Lawyer Abdul Majeed Al Rashid to provide support and comprehensive legal solutions.