Complaints and Dispute Resolution

The customer has the right to submit a complaint or a request for settlement through the official channels announced on the website, and shall immediately be provided upon submission with an electronic reference number to track the status of the complaint.

Complaint data is used solely for the purposes of processing the complaint and complying with the relevant regulations. It is retained for a specified period in accordance with statutory requirements, and is then securely deleted or anonymised once its purpose has been fulfilled.

Both parties are committed to the principle of good faith in handling complaints, and to providing any necessary supporting documents or evidence (such as photographs, email correspondence, or shipment tracking records).

The customer may be required — where necessary — to file an official report with the shipping company or to carry out a technical inspection to establish the condition before a final decision is made regarding the complaint.

The store reserves the right to reject malicious or repeated complaints made without justification, while documenting the reason for rejection, without prejudice to statutory rights that may not be waived.

The entity shall exert its utmost efforts to resolve the dispute amicably within a reasonable period. Should resolution prove impossible, disputes shall fall under the jurisdiction of the competent judicial authorities in the Kingdom of Saudi Arabia, in accordance with the applicable laws and regulations.

The website undertakes to respond within forty-eight (48) business hours, and to process the complaint within a maximum of seven (7) business days.