Legal
Returns & Refunds Policy
Last updated: 10 August 2026
We want you to be satisfied with every order. This policy explains when an item can be returned, the condition it needs to be in, how and when your money comes back, and what happens to the delivery fee.
Return window
You may request a return within 7 days of delivery for a change of mind, and within 48 hours of delivery if an item arrived damaged, expired, incorrect, or missing from your order. Contact us with your order number to start a request — do not send items back before we have confirmed the return, as unarranged deliveries cannot be traced to your order.
Condition of returned items
Items returned for a change of mind must be unopened, unused, and in their original sealed packaging with any labels intact, and must have adequate shelf life remaining. Because we sell food, beverage, and consumer goods, we cannot accept change-of-mind returns of chilled, frozen, or otherwise perishable items, nor of any product whose seal has been broken, for food-safety reasons. These exclusions do not apply where an item was damaged, expired, or incorrect when it reached you — in that case, tell us and keep the item and its packaging until we confirm the next step.
How refunds are paid
If you paid by card, the refund is issued as a reversal through the same payment provider and onto the same card used for the order. We cannot pay a card refund out in cash or onto a different card. Once we submit the reversal, how quickly the credit appears on your statement is set by your bank and is typically a few business days. If you paid cash on delivery there is no card charge to reverse, so we settle the refund directly with you — by bank transfer to an account in your name, by cash handed back, or as store credit, whichever we agree with you. A refund can never exceed the amount actually collected for the order, and where only part of an order is returned we refund only that part.
Delivery fees
Where the return is our responsibility — a damaged, expired, incorrect, or missing item, or an order we cancel — we refund the delivery fee in full along with the price of the goods, and we arrange and pay for collection. Where you return an item because you changed your mind, the delivery fee already paid on the original order is not refunded, and the cost of returning the item to us is yours. VAT is refunded in proportion to whatever is being refunded, so a refunded line comes back with its VAT.
Your statutory rights
This policy sits alongside your rights under the E-Commerce Law of the Kingdom of Saudi Arabia and its implementing regulations, and under the consumer-protection rules administered by the Ministry of Commerce. Nothing here limits those rights. If you believe a return has been handled unfairly, contact us first so we can put it right; you may also raise the matter with the Ministry of Commerce through its official consumer channels.
This is placeholder wording for preview and will be replaced with legally-reviewed text before launch.
Questions? Contact us at Info@items-solutions.com