Return & Refund Policy

Last Updated: September 2026

At Taif Al Emarat, we are committed to providing customers with a clear and transparent return, exchange, cancellation, and refund process.

This policy applies to eligible purchases made through the Taif Al Emarat Saudi Arabia online store and should be read together with our Shipping & Delivery Policy, Privacy Policy, and Terms & Conditions.

Nothing in this policy is intended to exclude, restrict, waive, or reduce any mandatory consumer right available under the laws and regulations of the Kingdom of Saudi Arabia, including the Saudi E-Commerce Law and its Executive Regulations.

1. Online Purchase Cancellation & Return Right

Subject to the applicable conditions and statutory exceptions under Saudi law, a consumer may terminate an eligible e-commerce contract within the seven (7) days following the date of receiving the product, provided that the consumer has not used the product or benefited from it.

Where the consumer exercises this statutory right, the costs resulting from termination may be borne by the consumer unless otherwise agreed or required by applicable law.

This statutory right is separate from rights relating to defective, damaged, incorrect, counterfeit, or non-conforming products.

2. Conditions for Eligible Change-of-Mind Returns

For an eligible non-defective product returned under the applicable cancellation right, the product should:

·         be unused;

·         not have been benefited from;

·         remain in its original condition;

·         include its original packaging where applicable;

·         include accompanying accessories, promotional items, or gifts where applicable; and

·         be accompanied by the order number, invoice, or other acceptable proof of purchase.

The condition of a returned product may be inspected before the return or refund is completed.

These conditions will be applied consistently with mandatory rights under Saudi law.

3. Perfumes, Cosmetics & Sealed Products

Due to the nature of perfumes, cosmetics, personal-care products, and sealed products, eligibility for a change-of-mind return may depend on whether the product has been opened, used, or otherwise benefited from and on any applicable statutory exception.

Where opening or using a product means that the statutory conditions for a change-of-mind cancellation are no longer satisfied, Taif Al Emarat may decline that particular change-of-mind return where legally permitted.

However, an opened product will not automatically lose applicable consumer protection where the product is defective, damaged, counterfeit, incorrectly supplied, materially different from its description, or otherwise non-conforming.

4. Defective, Damaged, Incorrect or Non-Conforming Products

If a customer receives a product that is:

·         defective;

·         materially damaged;

·         counterfeit;

·         incorrect;

·         missing an item;

·         materially different from its advertised description; or

·         otherwise non-conforming,

the customer should contact Taif Al Emarat Customer Support as soon as reasonably possible.

We may reasonably request:

·         the order number;

·         invoice or proof of purchase;

·         photographs of the product and/or packaging where relevant;

·         details of the issue; and

·         other information reasonably necessary to assess the claim.

Following assessment, the appropriate remedy will be provided in accordance with applicable Saudi law.

Depending on the circumstances and applicable legal requirements, this may include return, replacement, exchange, or refund.

5. Statutory Exceptions to the 7-Day Cancellation Right

The seven-day cancellation right is subject to exceptions established by the Saudi E-Commerce Law and its Executive Regulations.

These include applicable circumstances where, for example:

·         the product was manufactured according to the consumer’s request or specifications, except where it is defective or does not conform to the agreed specifications;

·         a defect arose because of the consumer’s improper possession or handling of the product; or

·         another statutory exception under the E-Commerce Law or its Executive Regulations applies.

Taif Al Emarat will not use an exception to restrict rights concerning a defective or non-conforming product where Saudi law provides otherwise.

6. Promotional, Sale & Discounted Products

Products purchased during:

·         sales;

·         promotional campaigns;

·         seasonal promotions;

·         discount campaigns;

·         bundle offers;

·         promotional-code campaigns; or

·         other special offers

are not automatically excluded from mandatory consumer rights.

A promotional or discounted product may therefore remain eligible for return, replacement, exchange, refund, or another remedy where required under Saudi law.

For a voluntary or change-of-mind return, the specific conditions of the relevant promotion may apply where those conditions were clearly communicated and do not conflict with mandatory consumer rights.

7. Gifts With Purchase & Bundles

Where a product was purchased as part of a bundle or included a complimentary gift, sample, voucher, or promotional item, the customer may be required to return the applicable promotional items when returning the qualifying purchase.

Where the customer retains part of a bundle or promotional offer, any refund may be recalculated according to the actual applicable promotion and amount paid, where legally permitted and clearly communicated.

This provision does not reduce any mandatory remedy available for defective or non-conforming products.

8. Return Procedure

To request a return, exchange, cancellation, or refund for an online order, please contact:

WhatsApp: +966 55 165 1605
Customer Support Hotline: +971 800 8243

Please provide:

·         your order number;

·         the product concerned;

·         the reason for your request; and

·         supporting photographs where relevant.

Our Customer Support team will review the request and provide the applicable return or collection instructions.

Products should be securely packaged when returned to avoid damage during transportation.

9. Return Shipping Costs

Where an eligible consumer exercises the statutory seven-day cancellation right for a non-defective product, the consumer may bear the costs resulting from termination in accordance with Saudi law, unless Taif Al Emarat agrees otherwise.

Where a return results from an error attributable to Taif Al Emarat or concerns a defective, damaged, incorrect, or non-conforming product, applicable return costs will be handled in accordance with Saudi law.

Customers will not be charged a return cost where doing so would unlawfully restrict a mandatory consumer remedy.

10. Inspection of Returned Products

Returned products may be inspected to confirm:

·         product identity;

·         condition;

·         whether the product has been used;

·         whether components or accessories are missing;

·         whether damage occurred after delivery; and

·         the nature of an alleged defect or non-conformity.

A change-of-mind return may be refused where the statutory or stated return conditions are not satisfied.

This does not affect rights available where the product is defective or otherwise protected under applicable Saudi law.

11. Refunds

Once a return or cancellation has been confirmed as eligible, the applicable refund will be processed in accordance with Saudi law and the applicable payment arrangements.

Where reasonably possible, refunds for electronically paid orders will be made through the original payment method unless another method is lawfully agreed with the customer.

For eligible Cash on Delivery transactions, where offered, Customer Support will communicate the applicable refund method.

Customers will not be required to accept store credit instead of a monetary refund where applicable law gives them the right to reimbursement.

12. Refund Amount

Where a full refund is legally due, Taif Al Emarat will refund the applicable amount paid by the customer in accordance with Saudi law.

For partial returns, bundles, or promotional transactions, the refund amount may reflect the actual amount paid for the returned product and the applicable promotional structure, provided this does not reduce a mandatory consumer entitlement.

13. Payment Provider Processing Time

After Taif Al Emarat initiates an electronic refund, additional processing time may be required by the customer’s:

·         bank;

·         card issuer;

·         digital wallet provider; or

·         payment service provider.

Any such third-party processing time is separate from Taif Al Emarat’s internal refund processing.

We will comply with any mandatory refund timeframe applicable under Saudi law.

14. Delivery Delays

Where delivery is delayed beyond the period permitted under the Saudi E-Commerce Law, the consumer may have the right to terminate the contract.

Where the consumer lawfully terminates an order because of qualifying delivery delay, Taif Al Emarat will refund the applicable amounts in accordance with Saudi law.

This is separate from the seven-day cancellation right applicable to eligible products after receipt.

15. Order Cancellation Before Dispatch

Customers who wish to cancel an order before dispatch should contact Customer Support as soon as possible.

Where the order has not yet entered a stage where cancellation can no longer reasonably be stopped, we will attempt to process the cancellation.

This voluntary cancellation process does not replace any statutory cancellation or termination rights available under Saudi law.

16. Refused Returns

Taif Al Emarat may refuse a voluntary or change-of-mind return where legally permitted, including where:

·         the applicable return period has expired;

·         the product has been used or benefited from;

·         the product was materially damaged by the customer;

·         required components have not been returned; or

·         a statutory exception applies.

However, Taif Al Emarat will not rely on this section to deny a mandatory remedy concerning a defective, counterfeit, incorrectly supplied, or non-conforming product.

17. Consumer Complaints

If you believe your return, exchange, cancellation, or refund request has not been handled correctly, please contact Customer Support so that the matter can be reviewed.

Customers retain the right to use applicable complaint and consumer-protection channels available under Saudi law.

Nothing in this policy restricts the customer’s ability to submit a complaint to the competent Saudi authorities.

18. Consumer Rights

Nothing in this Return & Refund Policy excludes, restricts, waives, or reduces mandatory consumer rights available under the laws and regulations of the Kingdom of Saudi Arabia, including the Saudi E-Commerce Law and its Executive Regulations.

Where any provision of this policy conflicts with a mandatory Saudi legal requirement, the applicable legal requirement will prevail.

19. Contact Us

For return, exchange, cancellation, or refund assistance, please contact:

Taif Al Emarat – Saudi Arabia Customer Support

WhatsApp: +966 55 165 1605
Customer Support Hotline: +971 800 8243

Please provide your order number when contacting us so that our team can review your request efficiently.