Refund & cancellation policy
E-shop orders (physical goods)
- Seller (the shop shown on the product) is responsible for the goods: description, quality, and fulfilment.
- Platform (Aqar360) is an intermediary for payment processing and dispute routing — not the seller of the goods.
- Eligible refunds are returned via the same payment method where possible.
- Change of mind (eligible goods only): available within at least 7 days of delivery, or the longer return period set by the seller. Before shipping — full paid amount refunded; after delivery — you pay outbound shipping (non-refundable) and return shipping (deducted from the product refund).
- Product issue (damage, defect, shortage, wrong item, or not as described): on refundable goods, available within the same return window (min. 7 days or the seller’s longer period). On goods excluded from change-of-mind, merchants must still allow product-issue refunds within at least 2 days of delivery. Eligible refunds include the product and original outbound shipping where applicable.
- Refund requests are reviewed before money is released.
Platform vs seller
- Platform (Aqar360): payment collection (via licensed provider), escrow hold, refund processing, and dispute routing.
- Seller: the shop named on the product and checkout — responsible for the goods, shipping (when self-shipping), return acceptance, and statutory product obligations.
- Nothing here limits mandatory consumer rights under the Saudi E-Commerce Law.
E-shop return rules (confirmed policy)
- 7 days or longer (Saudi E-Commerce Law / seller policy): for refundable goods, all refund reason types (change of mind and product issues) are available within at least 7 days from delivery if unused / you have not benefited from them — or within the longer return window the seller configures.
- 2 days (mandatory for excluded goods): when a product is marked non-returnable for change of mind, the seller must still honour product-issue refunds (damage, defect, shortage, wrong item, not as described) within at least 2 days of delivery. Sellers may set a longer damage-report window, never shorter.
- Change of mind: only for goods not excluded from returns. Before shipping — full paid amount refunded; after delivery — buyer pays outbound shipping (not refunded) and return shipping (deducted from the product refund).
- Product issue (defect, wrong item, not as described, damage, or shortage): full refund including original outbound shipping where applicable — within the return window for refundable goods, or within the mandatory 2-day (or longer shop) window for excluded goods.
- Partial-line returns are not supported in the current release — returns are for the whole order.
- Approved refunds are returned to card or wallet within 7–14 business days via the original payment method.
- Legally excluded categories (custom, digital, perishable, opened personal items) may be marked non-returnable for change of mind only. Merchants cannot disable the mandatory product-issue refund window (minimum 2 days) for those goods.
Your statutory rights
- Saudi E-Commerce Law: consumers may cancel within 7 days of receiving eligible goods if they have not used or benefited from the product or service. Sellers on Aqar360 may offer a longer return window; all refund reason types for refundable goods follow that window.
- Statutory rights also apply for non-performance, material delay, defective services, or misleading information. For goods excluded from change-of-mind returns, platform shops must still honour product-issue refunds within at least 2 days of delivery.
How to request a refund
- From your account, open the relevant order and submit a refund or return request.
- You may also contact us at care@aqar360.com.sa.
- Approved amounts are returned to your card or wallet via the original payment method within 7–14 business days after approval.