Refund & Return Policy

Exchange and Return Policy – Al-Muadal Store

This policy has been prepared in accordance with the provisions of the E-Commerce Law in the Kingdom of Saudi Arabia, issued by Royal Decree No. (M/126) dated 07/11/1440 AH, and in line with its approved Executive Regulations.

At Al-Muadal Store, we are committed to providing original products that are carefully stored and fully compliant with customer orders. We aim to protect customer rights without compromising public health and safety. Accordingly, the following applies:

First: General Policy for Food Products

As the products sold by Al-Muadal Store are nutritional and health supplements, they are subject to strict storage and safety requirements.

Accordingly, no returns or exchanges are accepted for any product that has been opened or used, whether partially or fully, in order to ensure the safety of other customers and in accordance with the Executive Regulations of the Saudi E-Commerce Law.

Second: Accepted Cases for Exchange or Return

The customer may request a return or exchange only in the following cases:

• Receiving a product different from the order (incorrect item or not matching the invoice).
• Receiving a damaged or visibly defective product upon delivery.
• Requesting to return or exchange an unopened product within a maximum period of 3 days from the date of receipt.
• Conditions for Processing:The product must be unopened and in its original condition.
• The request must be submitted within the specified period above.
• Clear photos showing the issue must be provided (if applicable).
• The customer bears the shipping fees if the error is not caused by Al-Muadal Store.

Important Notice:

Even if the error is from Al-Muadal Store (such as sending a different flavor or an incorrect product), the product must not be opened under any circumstances.

Opening the product voids the customer’s right to return or exchange. This measure is taken to protect public health and the safety of food and supplement products, in compliance with the Saudi E-Commerce Law.

Opening the product is considered implicit acceptance of the order and nullifies any future claims.

Third: Non-Acceptable Cases for Exchange or Return

Returns or exchanges will not be accepted in the following cases:

• If the product has been opened or used (even if the error was from the store).
• If more than 3 days have passed since the delivery date without submitting a request.
• If incorrect shipping address or contact information was provided by the customer.
• Gift card orders cannot be canceled after payment, as processing is immediate.

Fourth: Shipping and Return Responsibility

Al-Muadal Store shall not be responsible for delivery delays or failures caused by:

• The customer’s failure to respond to the shipping company.
• Incorrect address or contact details provided by the customer.

If the order is returned to the store for the reasons above, the customer shall bear all reshipping costs.

Fifth: Steps to Request an Exchange or Return

Please contact us via WhatsApp within the specified period and provide the following:

• Order number.
• Clear photos of the product and shipping label.
• A brief explanation of the issue.

By completing a purchase from Al-Muadal Store, the customer acknowledges that they have read and agreed to all the terms and conditions stated in this policy, including the Exchange and Return Policy, and fully understand the conditions related to food and health products.