Refund policy

Return and Refund Policy

At WAHATY, we want every order to arrive as expected and leave you happy with your purchase. We understand that occasionally a product may not be suitable, may arrive damaged or may differ from what you ordered. This policy explains how returns, replacements and refunds are handled.

This policy applies to purchases made through wahaty.com and does not limit any mandatory consumer rights available under the laws of the Kingdom of Saudi Arabia.

1. Return period

You may request a return of an eligible product within 7 days from the date you receive it.

To qualify for a return, the product must:

  • Be unused, unworn and in its original condition.
  • Include its original packaging, manuals, accessories, labels and promotional items.
  • Have no signs of damage, misuse, installation, washing or alteration.
  • Be accompanied by the order number or other proof of purchase.

Opening a delivery package only to inspect the product does not automatically make it ineligible, provided the product remains unused and can be returned in its original condition.

2. How to request a return

Before sending any product back, please contact our customer-care team through:

Email: support@wahaty.com

Please provide:

  • Your full name.
  • Your order number.
  • The product you wish to return.
  • The reason for the return.
  • Clear photographs or a short video when the product is damaged, defective or incorrect.

Our team will review the request and provide return instructions. Products returned without contacting us first may be delayed or may not be accepted.

3. Damaged, defective or incorrect products

Please inspect your order shortly after delivery.

Contact us promptly when:

  • The product arrived damaged.
  • The product has a manufacturing defect.
  • You received the wrong product, colour, model or quantity.
  • An essential part or accessory is missing.
  • The product materially differs from its description on our website.

Where the issue is confirmed, WAHATY may offer an appropriate remedy, including:

  • A replacement.
  • A refund.
  • A replacement part.
  • Another solution agreed upon with the customer.

WAHATY will cover reasonable return-delivery costs when a verified defect, damage or fulfilment mistake is our responsibility.

Damage caused by misuse, accidental damage, unauthorised repair, improper installation, ordinary wear or failure to follow product instructions is not considered a manufacturing defect.

4. Change-of-mind returns

Eligible unused products may be returned within the return period when you change your mind.

For an approved change-of-mind return:

  • The customer is responsible for return-delivery charges.
  • The original delivery charge is normally non-refundable.
  • Cash-on-delivery and other service charges are normally non-refundable.
  • Any promotional gift supplied with the order must also be returned.
  • The product must satisfy all eligibility conditions in this policy.

These deductions will not apply when the return results from a confirmed defect, damage, incorrect product or another error attributable to WAHATY.

5. Products that cannot normally be returned

Unless defective, damaged, incorrectly supplied or otherwise required by applicable law, returns may not be accepted for:

  • Personal-care, beauty or hygiene products that have been opened, used or had their hygiene seal removed.
  • Underwear, intimate products, earrings or similar hygiene-sensitive goods.
  • Food, beverages or products that may expire or deteriorate quickly.
  • Products customised, engraved or made specifically for the customer.
  • Digital products, downloadable content, software or activation codes after access or activation.
  • Gift cards, vouchers, recharge cards or prepaid codes.
  • Products sold as final sale, where this was clearly disclosed before purchase.
  • Products damaged through misuse, neglect, unauthorised modification or incorrect installation.
  • Products missing their original packaging, accessories, serial numbers or included components.
  • Bundles or sets returned with missing items.
  • Clearance products where a specific defect was clearly disclosed before purchase.

A product will not be excluded from return merely because it was discounted, unless it falls within one of the conditions above or was clearly identified as final sale in a manner permitted by law.

6. Exchanges

Exchanges are subject to product availability.

When a direct exchange is unavailable, we may ask you to return the original product for a refund and place a new order for the preferred product.

Any price difference and additional delivery charges must be paid before the replacement product is dispatched. When the exchange is required because of our confirmed error or a defective product, reasonable replacement-delivery costs will be covered by WAHATY.

7. Return inspection

Returned products are inspected after they arrive at the designated return location.

We may reduce or decline a refund when the product:

  • Has been used beyond what is reasonably necessary to inspect it.
  • Has been damaged after delivery.
  • Is incomplete.
  • Is missing packaging, accessories or promotional items.
  • Does not match the product originally supplied.
  • Was returned outside the applicable period without prior approval.

We will contact you when additional information is needed or when a return cannot be approved.

8. Refunds

After an approved return has been received and inspected, we will notify you of the refund decision.

Approved refunds are generally initiated within 5–10 business days after inspection.

Refunds are normally issued to the original payment method. The time required for the amount to appear may vary depending on the bank, card issuer or payment provider.

Cash-on-delivery orders

Refunds for cash-on-delivery purchases may be issued through:

  • Bank transfer to an account belonging to the customer who placed the order.
  • Another secure refund method agreed upon with the customer.

We may request the account holder’s name, IBAN and limited information necessary to process the refund securely.

Buy-now-pay-later orders

Refunds for purchases made through Tamara, Tabby or another instalment provider will be processed through the original provider. Any instalment adjustment or refund schedule will be handled according to that provider’s procedures.

9. Partial refunds

A partial refund may be issued when legally permitted and when:

  • A product is returned with missing non-essential packaging or accessories.
  • A product shows handling or use beyond reasonable inspection.
  • Part of a bundle is missing.
  • A promotional gift is not returned.
  • The product’s value has been reduced because of damage caused after delivery.

We will explain any proposed deduction before completing the refund.

10. Order cancellations

You may request cancellation before the order has been processed or handed to the delivery company.

Once fulfilment or shipping has started, cancellation may no longer be possible. You may instead request a return after receiving the order, subject to this policy.

WAHATY may cancel an order when:

  • The product becomes unavailable.
  • The payment cannot be verified.
  • The delivery information is incomplete or invalid.
  • A technical or pricing error has occurred.
  • The order is suspected of fraud, misuse or unauthorised activity.
  • Delivery cannot reasonably be completed.

When WAHATY cancels a prepaid order, the amount paid for the cancelled product will be refunded.

11. Delivery delays

Please contact us when an order is significantly delayed.

Subject to the agreed delivery date and applicable Saudi law, a customer may have the right to cancel an order when delivery or performance is delayed for more than 15 days from the contract date or beyond the separately agreed date, unless the delay resulted from circumstances outside the provider’s control.

12. Refused and undeliverable orders

When an order is refused without a valid product-related reason, or delivery fails because the customer supplied an incorrect address, could not be contacted or repeatedly missed delivery attempts, reasonable delivery and return costs may be deducted from the refund where permitted by law.

No such deduction will apply when the refusal is caused by a confirmed defect, damage, incorrect item or fulfilment error attributable to WAHATY.

13. Promotional offers and bundled products

When returning a product purchased as part of a promotion, bundle or “buy one, get one” offer, all related products and free gifts must normally be returned together.

When only part of the offer is returned, the refund may be recalculated using the regular price or promotional conditions disclosed at the time of purchase.

14. Manufacturer warranties

Some products may include a manufacturer or authorised-distributor warranty.

A warranty claim may require:

  • The order confirmation or invoice.
  • The product serial number.
  • Photographs or video showing the issue.
  • Inspection by an authorised service provider.

Manufacturer warranties are separate from the return rights described in this policy and do not remove any rights that cannot legally be excluded.

15. Fair-use protection

We reserve the right to review or refuse return activity involving suspected fraud, repeated misuse, product switching, false damage claims or excessive returns inconsistent with normal personal shopping.

Any decision will be made fairly and will not restrict mandatory consumer rights.

16. Complaints and support

We aim to resolve return and refund concerns respectfully and as quickly as reasonably possible.

Please contact:

WAHATY Customer Care
Website: wahaty.com
Email: support@wahaty.com

Please include your order number in all correspondence.

17. Policy updates

We may update this policy to reflect changes to our operations, services or legal requirements. The latest version will always be published on wahaty.com with its revision date.