Returns and exchanges policy

This document is required by Article (15/5) and complies with Article (14) of Decree-Law No. (21) of 2025 on Electronic Commerce (قرار بقانون رقم (21) لسنة 2025م بشأن التجارة الإلكترونية).

Your basic right

Article (14) provides that if the supplier does not meet the agreed time, or the product or service does not match the detailed characteristics agreed in the contract or in the advertisement, you may choose one of two things:

1. Accept it and pay the price, or
2. Refuse the service or return the product at the platform's expense — and the price is returned to you, if you paid in advance, within a maximum of two weeks from the date of refusal or return.

This right is given to you by law, and nothing in this policy or any other takes it away.

At delivery: inspect before you pay

Cash on delivery means you get to inspect the order first. If it is:

• Incomplete — an item is missing.
• Wrong — not what you ordered, or a different size, colour or model.
• Damaged or past its expiry date.
• Different from the description or the photographs on the product page.

then you may refuse it, in whole or in part, on the spot without paying for it, and with no delivery fee on the part refused.

After delivery

Restaurants and fresh food

Given their nature, prepared meals and fresh produce cannot be returned once received and accepted, except where there is a defect, damage or spoilage, an error in the order, or a breach of safety requirements. Tell us within two hours of receiving it, with a photograph where possible.

Supermarkets (packaged, non-fresh goods)

Returns are accepted within 48 hours of delivery provided the product is in its original condition and packaging, unused, and still within its expiry date.

Shops (clothing, electronics, household goods)

Returns or exchanges are accepted within 7 days of delivery, provided:

• The product remains in its original condition and unused, with its packaging, accessories and tags complete.
• You have proof of purchase (the electronic invoice is enough).

What cannot be returned

• Products made or tailored to your own specification.
• Underwear and opened personal care products, on public health grounds.
• Products damaged by misuse after you received them.
• Products whose packaging or essential accessories have been lost.

None of these exceptions applies where the product is defective, does not match what was ordered, or was delivered late — in those cases your right under Article (14) remains in full.

Who bears the cost of the return

• Defective or damaged product — the platform.
• Product not matching what was ordered or the description — the platform.
• Delay against the agreed time — the platform.
• Change of mind, with no fault on our side — the consumer.

How to return

1. Contact us through the complaints channels within the period set out above.
2. Give the order number and the reason for the return, attaching photographs where a defect or damage is involved.
3. We reply within 48 hours with an initial decision and with how the product will be collected.
4. Once the return is approved, its value is returned to you. If you paid cash on delivery, the amount is returned by the method agreed with you. If you paid in advance, within two weeks at most under Article (14/2).

Warranty

Warranty, maintenance and technical support are set out in the warranty policy.