Terms & Conditions
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1. Returns and Exchange (Multi-level Policy)
1.1 General Policy
We apply a tiered return policy based on the product type:
| Product Category | Return Period | Conditions |
|---|---|---|
| General products (electronics, furniture, fashion, perfumes, household items) | 14 days from receipt | Product in original condition + original packaging + invoice |
| Products requiring quick inspection (electrical appliances, screens) | 14 days from receipt | Product in original condition + original packaging + invoice |
| Minimum withdrawal-right products | 7 days | For non-excluded products |
1.2 Non-returnable Products (Statutory Exceptions)
According to the E-Commerce Law and its Implementing Regulations, the right of return/withdrawal does not apply to:
| Category | Reason |
|---|---|
| Fresh and perishable food and beverages | Nature of the product |
| Opened medicines and medical supplies | Health safety requirements |
| Underwear, opened perfumes, cosmetics, and personal care products | Health safety |
| Customized products ordered by the customer | Non-resellable |
| Gift cards and digital coupons | Consumed digital product |
| Live animals | Animal welfare and disease prevention |
| Real estate | Nature of the transaction |
| Vehicles (seller sets a separate policy, usually no return after delivery except for a fundamental defect) | Nature of the transaction |
| Vehicle license plates (after transfer is completed via Absher) | Completion of legal transfer |
| Books and printed materials after unsealing | Copyright |
1.3 Return Request Procedure
| Step | Description |
|---|---|
| 1 | Contact via Refund@Tuwaiqmart.com |
| 2 | Attach the order number, reason for return, and product photos |
| 3 | Receive an RMA number |
| 4 | Ship the product according to the instructions |
| 5 | Review within 5 business days |
| 6 | Refund via the same payment method |
1.4 Who Bears the Return Shipping Cost
| Case | Responsible Party |
|---|---|
| Product is defective or non-conforming | Seller |
| Buyer changes their mind | Buyer |
| Seller's error | Seller |
1.5 Defective or Non-conforming Product
- No specific period — within the warranty period (if any).
- The buyer has the right to request: repair, replacement, or a full refund.
- The seller is bound by the Saudi Consumer Protection Law.
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14 Days Return
Return eligible items within 14 days of purchase.
Terms apply.
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