Returns, Exchange and the Seven-Day Window in Online Stores
How to write a returns policy that complies with the E-Commerce Law, protects your store, and builds buyer trust at the same time.
A returns and exchange policy is not just a page that polishes your store's image. It is a legal obligation that the Saudi E-Commerce Law and its implementing regulation place on anyone selling a product or service online. A customer who buys remotely cannot see or try the item before purchase, so the law grants a right to withdraw from the contract within a set period and requires the store to display its return terms clearly before the order is completed.
The most common rule is the seven-day window: in many cases the consumer may return a product within seven days of receiving it without giving a reason, provided the product is in its original condition. But this rule has important exclusions that protect the store, such as digital content that has been delivered, custom-made goods, and products that are perishable or tied to health and hygiene.
In this guide we explain exactly what the law requires, how to write a balanced policy that respects the consumer's rights while protecting your store, and we include a ready clause you can copy and adapt for your shop. This guide corresponds to template D-05 in the Sighaty library.
Get the Returns and Refund Policy templateD-05What the E-Commerce Law requires
The Saudi E-Commerce Law and its implementing regulation require the store to disclose its return, exchange and refund policy before the customer completes the purchase. Disclosure means the terms must be visible, clear and easy to find, not buried in inner pages or written in vague language. The store must also honour the consumer's right to a refund or exchange under the published terms.
- Display the return policy clearly before the order is confirmed, not after.
- State the allowed return period and the condition the product must be in.
- Explain who bears the shipping cost when an item is returned.
- Specify the method and timeframe for refunding the amount once a return is accepted.
The seven-day window and the right to withdraw
The rules governing distance selling grant the consumer a right to withdraw from the contract, and the period most common in practice is seven days from the date the product is received. Within this window the customer may return the product and recover the amount, provided the product is in its original condition, unused, and complete with all accessories and packaging. The purpose of this window is to give the remote buyer a chance to inspect what was bought, since it was not seen in person at the time of purchase.
It is important to distinguish the general right of withdrawal, which does not require any defect, from a return due to a defect or because the product differs from its description. In the first case the customer may bear the return shipping cost if the policy says so. In the case of a defect or store error, the store bears the cost and refunds the full amount. State this explicitly in your policy so no dispute arises.
The exclusions that protect your store
Not every product can be returned. Some, by their nature, cannot be taken back. The governing rules allow certain categories to be excluded from the right of withdrawal, provided the store discloses these exclusions clearly before purchase. Prior disclosure is what makes an exclusion enforceable. It is not enough to mention it after a dispute arises.
- Digital content that has been delivered, downloaded or activated after purchase begins (such as files, software and activated subscriptions).
- Products made or customized to the customer's order (such as printed items and goods engraved with the customer's name).
- Perishable or short-shelf-life goods (such as fresh food and flowers).
- Health and hygiene products whose seal has been broken (such as cosmetics, underwear and personal accessories).
How to write a balanced policy that complies and protects
A good policy achieves three goals at once: complying with the consumer's rights, protecting the store from abuse, and building the trust that drives customers to buy. Clarity is the key. A customer who understands when and how to return an item trusts the store more, and complaints and disputes drop. Use plain language and specific numbers rather than vague phrasing.
- Start with the return period clearly (seven days from receipt) and the original-condition requirement.
- State the exclusions explicitly and the category of each non-returnable product.
- Explain the steps to submit a return request and the contact channels.
- Show who bears shipping in each case (withdrawal, defect, store error).
- Specify the refund method and timeframe after the returned item is inspected.
The return-window sentence
The sentence below recognises the customer's right to return within seven days and sets the product-condition requirement.
يحق للعميل إعادة المنتج خلال سبعة (٧) أيام من تاريخ استلامه دون إبداء سبب، شريطة أن يكون المنتج بحالته الأصلية وغير مستعمل وبكامل مرفقاته وتغليفه الأصلي.
The customer may return the product within seven (7) days of the date of receipt without giving a reason, provided the product is in its original condition, unused, and complete with all accessories and original packaging.
This is the return-window sentence alone, for illustration. The exceptions, the return process, refunds and defective items are in template D-05.
Frequently asked questions
Can the customer return without a reason within the seven days?
Yes in many cases. The right to withdraw from a distance sale does not require a defect, as long as the product is in its original condition and does not fall within the disclosed exclusions. The policy may, however, provide that the customer bears the return shipping cost when withdrawing without a defect.
Can I exclude some products from returns?
Yes. The rules allow excluding certain categories such as delivered digital content, customized goods, perishables, and health and hygiene items. The essential condition is to disclose these exclusions clearly before the purchase is completed so they are enforceable.
Within how many days must the refund be made?
Set a clear period in your policy. Common practice is to refund within a reasonable time after receiving the returned product and verifying its condition. Many stores adopt a fourteen-day period and refund through the original payment method.
Is displaying the return policy mandatory for the store?
Yes. The E-Commerce Law and its regulation require the store to disclose its return, exchange and refund terms in advance, before the order is completed. The absence or concealment of the policy can expose the store to liability and weaken its position in any dispute with a customer.
This guide was prepared and reviewed by a lawyer licensed in the Kingdom. The content is general guidance, not legal advice; consult a licensed lawyer for your specific case. Where an Arabic and an English text exist, the Arabic text prevails.