Last updated: Friday, 21 August 2026.
The Saudi E-Commerce Law (ูุธุงู ุงูุชุฌุงุฑุฉ ุงูุฅููุชุฑูููุฉ) gives you, as a consumer, the right to withdraw from an order within seven days of receiving the product, as long as you have not used it, with a specific set of exceptions you should know about. Understanding that right, and knowing who actually carries it out โ the store, not the platform โ turns a return into a clear procedure instead of a negotiation.
๐ Article overview
- Who handles the return?
- Your legal right: the seven-day window
- Cases excluded from the right to withdraw
- How to request a return or exchange
- When does your refund arrive?
- If the store rejects your request
- Frequently asked questions
๐ Important disclaimer: This article explains the general framework of consumer rights and return procedures. It is not legal advice. For the full and binding text, see the (Saudi E-Commerce Law) (ูุธุงู ุงูุชุฌุงุฑุฉ ุงูุฅููุชุฑูููุฉ) at the National Center for Legal Documents.
Who handles the return?
The store you bought from is the party that processes the return and issues the refund, because it is the seller and the party the payment was collected for. Salla's role is to provide the technical tools that let the store manage return requests.
๐ The return experience differs from one store to another: some let you submit the request yourself from your account, others ask you to contact customer service. Check the store's returns and exchange policy page first.
Your legal right: the seven-day window
Article 13 of the Saudi E-Commerce Law (ูุธุงู ุงูุชุฌุงุฑุฉ ุงูุฅููุชุฑูููุฉ) gives the consumer the right to withdraw from the contract within seven days of receiving the product, unless the product has been used.
๐ก Example: You receive the product on Sunday, and you have not opened the packaging or used it. Your right to withdraw runs until the end of the following Sunday. If you have used the product, the right to withdraw no longer applies, unless the product is defective.
๐ The right to withdraw is one thing; the right to have a defect put right is another. If a product arrives defective or does not match its description, you can ask the store to resolve it even after the seven days have passed.
Cases excluded from the right to withdraw
The law sets out cases where the right to withdraw does not apply, among them:
- Products made or modified to specifications you requested.
- Recordings, software, and similar items once the original seal has been broken.
- Newspapers, magazines, and printed material.
- Accommodation, transport, and catering services tied to a specific date or period.
- Products damaged by your own misuse.
๐ This list is illustrative and covers the most common cases; see the text of the law for the complete list.
How to request a return or exchange
1. Read the (returns and exchange policy) page on the store's website to see its conditions and time limits.
2. Sign in to your account on the store and open (My orders), then select the order and look for the return request option, if the store offers one.
3. If the option is not available, contact the store directly and give your order number and the reason for the return.
4. Attach clear photos of the product and its packaging, especially if it is defective or does not match the description.
5. Keep the product in its original condition and packaging until the process is complete.
6. Follow the store's instructions for sending the product back, and keep the return receipt or the return shipment number.
โ That leaves your request fully documented on your side, which is exactly what you will need if you have to escalate later.
When does your refund arrive?
Once the store approves the request and receives the returned product, the refund process starts. How long it takes depends on the payment method you used:
Payment method | Where the refund goes |
Bank card or electronic payment | Refunded to the same card, with the deposit time depending on the issuing bank's procedures |
Store wallet | Added to your wallet balance at the store, to use on a later order |
Cash on delivery | You agree the refund method with the store |
๐ A refund can appear on your bank statement several days after the store issues it, because that period also covers the bank and the payment network.
If the store rejects your request
1. Ask the store to explain the reason for the rejection in writing, and keep the correspondence.
2. Compare that reason with the store's published returns policy and with your legal right.
3. If the rejection is unjustified, file a complaint through the (Salla complaints platform) and attach your correspondence and proof of payment.
4. If the violation continues, report it to the Ministry of Commerce through the Commercial Report (ุจูุงุบ ุชุฌุงุฑู) app or by calling 1900.
Frequently asked questions
โ Do I pay for return shipping?
That depends on the reason for the return and on the store's policy. If the product is defective or does not match its description, the store usually covers the cost. If you are withdrawing because you changed your mind, the store may charge you for return shipping under its published policy.
โ Can Salla force the store to accept my return?
Salla is not a party to the sales contract between you and the store, but the compliance team reviews complaints, follows up on how well stores meet the regulations and platform policies, and points you to the right next step.
โ I bought a discounted product. Do I lose my right to return it?
A discount on its own does not remove your legal right to withdraw, nor your right to a sound product that matches its description. Some stores do set special conditions for clearance items, so read the store's policy before you buy.
โ I received a different product from the one I ordered. What do I do?
Photograph the product and its packaging as soon as it arrives, before using it, then contact the store straight away. This is a case of the product not matching its description, so the usual withdrawal conditions do not apply to it.
โ Can I exchange the product instead of getting a refund?
Yes, if the store's policy allows it and the replacement is in stock. Say that you want an exchange in your first message, as that shortens the process.
๐ Supporting services
If buying from Salla stores has given you the idea of starting your own business, thousands of merchants began exactly where you are standing today: a customer who spotted a gap in the market and decided to serve it themselves.
For more details, ask and request support from fellow merchants and the Salla Team.
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