Section One: Nature of the Service and Definitions
Refaa Store operates through a direct air/sea purchase and shipping system from suppliers and official stores outside the Kingdom directly in the customer's name and to their address. Products are not stored locally, enabling the provision of outlet prices and competitive offers.
The customer acknowledges that international shipping passes through a logistics chain outside the store's control, including the international carrier, inspection and customs clearance procedures, and local distribution and delivery companies.
- Branded Product: Any product whose brand name is expressly mentioned and matches the letters in its name, description, and specifications.
- Non-Branded Product (Similar Style): A product with a similar design that does not bear the brand's logo or name, as expressly stated on its product page.
- Processing Begins: The moment the store pays the order amount to the overseas supplier or carrier and the order status in the system changes to "Processing", with the customer being notified accordingly.
Section Two: Consent and Express Acknowledgment Upon Placing the Order
Binding Contractual Acknowledgment: Completing the purchase steps, placing the order, and paying its value through the website or application constitute the customer's express acknowledgment and final, non-contestable acceptance of all these terms and conditions, as well as acknowledgment that the order will be shipped directly from outside the Kingdom through international shipping, that delivery times vary by product category, and that if the order is canceled after processing begins, non-refundable payment provider fees and the actual expenses specified in the terms will be deducted.
The store maintains a documented electronic record of the purchase and the customer's information (date, time, IP address, and order number), and sends a summary of the essential terms with the order confirmation by email or text message.
Section Three: Product Warranty, Authenticity, and Gold Guarantee
Authenticity Guarantee: All branded products (shoes, bags, and devices) are 100% authentic, completely new, and unused, and are covered by the Gold Authenticity Guarantee Policy. If the product is officially proven to be inauthentic, the customer will receive a full refund of the amount paid without any deduction.
The store retains purchase documents and invoices from suppliers solely to provide them to official and judicial authorities in the event of a dispute, in order to protect the commercial confidentiality of the data. The customer has no right to request source invoices.
The condition concerning sealed brands does not apply to clothing, as it may be supplied by the brand's official factories in China or Vietnam and carry the brand's code.
Most products in the cups and mugs category are manufactured in international factories in China, shipped directly from the factory, and subject to the specifications displayed on the product page.
Section Four: Device Specifications, International Versions, and Maintenance Warranty
Electronic and electrical devices may be available in international versions (American, European, Asian, Chinese, etc.). The customer is responsible for verifying the device's compatibility, frequency, and plug before purchase. A different version is not considered a defect as long as it matches the published description.
The store is not obligated to provide electrical adapters unless expressly stated in the description.
Appliance Warranty: Appliances are covered by the manufacturer's warranty and the warranties of its international agents.
Maintenance of Coffee Machines and Large Appliances Within the Kingdom: The store provides free maintenance for coffee machines, grinders, and large ice cream machines within the Kingdom in the event of a manufacturing defect during the warranty period. Malfunctions resulting from misuse or incorrect electrical connection are the customer's responsibility and expense.
Appliances with cooling systems and gas compressors are shipped completely free of refrigerant in compliance with air and sea shipping regulations. Refilling the gas after receipt is the customer's responsibility and expense.
Clause Five: Images, Sizes, and Conformity with the Displayed Product
The images and colors displayed are sourced from official stores or suppliers. Very slight variations in color shades may occur due to screen settings and lighting, and do not constitute grounds for objection or return.
Clothing sizes sometimes follow East Asian sizing standards; please inquire before ordering. The store automatically increases the size by one for some models. A size difference is not considered the store's error as long as it matches the size chart.
Bag and cookware sizes and dimensions are based on supplier and manufacturer data. If the item is a one-size edition, objections to its size will not be accepted.
Clause Six: Prices, Customs Duties, and Taxes
The prices displayed in the store include air shipping fees to the customer's address, unless clearly stated otherwise.
Customs duties, value-added tax, and clearance fees in the destination country are determined by the official authorities (the Zakat, Tax and Customs Authority), and the customer bears them if they were not already included in the final invoice.
The store will issue an electronic tax invoice for each order and send it to the customer's email. The invoice will include the order number and its financial details.
In the event of an unintentional technical or pricing error in the system, the store has the right to cancel the order and refund the full amount paid without deduction.
Clause Seven: Agreed Delivery and Shipping Periods
The parties expressly agree to the operational delivery periods shown on each product page and upon completing the order, according to the following classification:
| Product category | Transportation and shipping method | Agreed delivery period |
|---|---|---|
|
Standard products (Clothing, shoes, bags, beauty and personal care products, cups) |
Direct air freight | From (7) to (21) business days |
|
Specialized appliances and products (Electrical appliances, appliances weighing over 15 kg, phones, special editions, sea freight) |
Special air freight or sea freight | From (21) to (55) business days |
The delivery period begins after full payment has been completed and the accuracy of the short national address and postal code has been confirmed in the system.
Weekly days off and official holidays are not included when calculating operational business days.
Clause Eight: Late Delivery, Termination, and Exceptional Circumstances
The store is obligated to deliver the product within the agreed period. In the event of an unforeseen delay, it must notify the customer of the reason for the delay and the new expected delivery date, and follow up on the shipment with the carrier.
The customer has the right to request contract termination and a refund of the amounts paid if the store exceeds the delivery period agreed in advance and permitted by applicable regulations, unless the delay is due to force majeure or the parties have agreed to an additional period.
Force majeure and emergencies: Delays resulting from airspace closures, weather fluctuations, natural disasters, prolonged customs inspection procedures, or government decisions do not constitute a failure by the store and do not give rise to financial compensation. Shipping resumes as soon as the impediment ceases.
The laws and regulations in force in the Kingdom of Saudi Arabia always take precedence, preserving the rights of both parties.
Article Nine: Order Processing Stages and Cancellation Eligibility
The customer is officially notified when the order moves from one stage to another, and notices sent to the customer's contact details are deemed valid:
| Stage | Operational meaning | Cancellation status at this stage |
|---|---|---|
| Pending review | The order was received and is being reviewed, and its value has not yet been paid to the foreign supplier. | Available (only the non-refundable electronic payment provider fee is deducted). |
| Confirmed | Processing begins, availability is verified, and the product is purchased from external inventory. | Unavailable for brands and excluded categories / subject to deduction of actual expenses upon acceptance. |
| In progress / being prepared | The product price was paid to the supplier, and the product is being prepared, inspected, and reserved for international shipping. | Permanently unavailable. |
| Shipped / in transit with tracking number | The shipment was handed over to the international carrier, and the air waybill was issued in the customer's name. | Permanently unavailable (the shipment is moving internationally and cannot be stopped). |
| Out for delivery | The shipment reached the Kingdom, cleared customs, and was handed over for local distribution. | Not available (treated as a return after receipt if the conditions apply). |
| Delivered | The customer received the shipment using the delivery code and signature. | The specified return and exchange period begins for categories eligible for this. |
* Any modification requested by the customer after processing begins and approved by the store will be treated as a new order with a new scheduled delivery period.
Article Ten: Cancellation, Payment Fees, and Actual Expenses
We offer payment through payment cards and electronic payment methods for your convenience. These providers charge their fees as soon as payment is completed and do not refund them to the store upon cancellation. The store also pays the supplier for your product and reserves its shipping as soon as processing begins. Therefore, upon cancellation, we refund everything that has not actually been spent and explain in detail what was deducted and why.
Cancellation before processing begins (pending review): The full amount will be refunded after deducting only the non-refundable payment provider fee, the amount of which is shown to the customer on the payment page before completion.
Cancellation after processing has begun and before shipping: The amount will be refunded after deducting the following documented actual expenses, up to a maximum of [١٥٪] of the order value:
- Non-refundable payment provider fee.
- Cancellation or return fees imposed by the foreign supplier, if any.
- Non-refundable shipping reservation fees paid.
- A fixed administrative fee of [٣٠] riyals for processing the cancellation.
After shipping: The shipment is transported under the customer's name and cannot be refunded during transit. Therefore, the customer must receive it first, after which the return clause is applied. No amount will be refunded until the returned product reaches the store and is inspected.
Upon request, the store provides the customer with a detailed statement of every amount deducted.
The refunded amount is returned to the original payment method. For split payments, each portion is returned to its respective method. The time required for the amount to appear in your account is subject to the payment provider's procedures.
Discount coupons and free gifts are not paid amounts and therefore are not refundable in cash upon cancellation.
Eleventh Clause: Terms for Payment and Split Payments
Where installment options are offered through independent service providers, the financing relationship is subject to their terms, and the store does not refund commissions deducted by them when the customer requests cancellation.
Split Payment Acknowledgment: If the store agrees to split payment for a single order across more than one payment method, the customer acknowledges that this constitutes one contract for one order, and each refunded portion will be returned to the same method used for payment in accordance with the approved cancellation terms.
Twelfth Clause: Return and Replacement Policy
The customer is entitled to request a return within (7) days of receipt, provided that the product is unused, in its original condition and packaging, and accompanied by all its accessories and tags.
The customer bears the cost of return shipping to the store’s location within the Kingdom, unless the product is defective, not as described, or inauthentic.
The amount will be refunded within [٧] business days of the product arriving at the store and being inspected, after deducting the previously disclosed non-refundable payment provider fee.
The customer may choose store credit in their account instead of a refund; this is an option, not an obligation.
Opening the carton by customs or inspection does not mean that the product has been used and does not, in itself, constitute grounds for a return.
Thirteenth Clause: Products Excluded from Returns and Replacements
Non-returnable products (subject to the exceptions permitted by law), unless they are defective or not as described:
- Underwear and shapewear.
- Perfumes, makeup, and personal care products after their packaging has been opened or their security seal removed.
- Utensils, cups, and mugs of all types.
- Products specially ordered at the customer’s request and not displayed in the store.
- Products customized or made according to the customer’s specifications.
- Major discount offers, outlet offers, and products offered as (one item and the second free).
- Branded products valued at more than 1,000 riyals and shipped at discounted outlet prices, unless proven to have been damaged before receipt.
Fourteenth Clause: Clothing and Shoe (Shoes) Replacement
General Clothing Replacement: A replacement request is accepted within 3 days of receipt (once only), provided that the product remains in its original, unused condition with its tags intact. The customer bears all shipping costs (outbound and return), customs duties, administrative fees, and non-refundable payment commissions.
Shoe Replacement (Shoes - Brands): A replacement request must be submitted within 48 hours of receipt, provided that the shoes remain in their original box and packaging and have not been tried on outside the home. Replacement is subject to an operational and administrative deduction of 25% to 30% of the shoe’s value, in addition to the customer bearing all international shipping costs, customs duties, and bank commissions to cover price differences and suppliers’ non-cancellable policies.
Fifteenth Clause: Shipment Inspection, Proof of Delivery, and Damage Policy
The store inspects the product before shipping it and documents this with photographs or a video proving that it is free of any damage.
The customer is entitled to inspect the shipment before providing the delivery code to the courier. If visible damage is found, the customer must refuse acceptance, photograph the shipment, and notify the store immediately so compensation can be completed through the carrier’s insurance. Providing the delivery code constitutes an acknowledgment of the shipment’s apparent condition.
If concealed damage is discovered after receipt, the customer must notify the store within [48] hours and provide clear photos of the product and packaging.
Once the damage is confirmed, the store will replace the damaged product or part or refund the amount, and will pursue the carrier and the insurance company. For machines with glass parts, the damaged part will be replaced whenever this is sufficient to repair the damage.
The store is not responsible for damage resulting from misuse after receipt.
Proof of Delivery: The shipping company's record (delivery code, signature, delivery photo, and tracking details) constitutes conclusive proof that the customer received the shipment.
Prohibition of Double Recovery: If the customer recovers the order value by any means (cancellation, bank chargeback, or a dispute with an installment provider) and then receives the shipment, the customer must, within [7] days of being notified, do one of two things: return the product to the store in its original condition or pay its value. If the customer fails to comply, the store reserves the right to submit proof of delivery to the payment or installment provider to recover the amount and pursue a legal claim before the competent authorities.
Sixteenth Clause: Customer Responsibility for Address Accuracy and the Transport General Authority Decision
Pursuant to the decision issued by the Transport General Authority in the Kingdom of Saudi Arabia regulating the transportation of postal parcels, which requires shipping companies not to accept or deliver any shipment that does not contain a correct short national address, the customer acknowledges full responsibility for providing the store with the short national address details and the officially registered postal code when placing the order.
The customer is fully responsible for selecting the product, its size, and its suitability.
Receiving the shipment immediately upon arrival is the customer's responsibility. If the customer refuses to accept an undamaged shipment or fails to collect it from the distribution center, they may not claim any compensation or refund, and outbound and return shipping costs and non-refundable fees will be deducted.
The customer is fully responsible for entering all delivery details and the correct postal code, whether the national address is within the Kingdom or the address is international. If incorrect delivery information is entered, the customer bears all consequences resulting from failed delivery, shipment delays, or loss.
Store Disclaimer: The store bears no legal or financial responsibility and is not obligated to provide any compensation, refund, or reshipment in cases involving: the unavailability of a short national address, the entry of incorrect information or information that does not match official records, or failure to update it with the relevant authorities.
If shipping companies impose additional fees for rerouting due to an error in the customer's address, the customer bears them in full.
Calculation of Periods: The order processing or shipping period is not calculated until all shipping and national address details have been correctly completed and entered into the system. Calculation begins on the date the data is approved as complete.
Seventeenth Clause: Tracking Status and Air Navigation Alerts
The appearance of the status "إلغاء", "Cancelled", or "Returned" in the tracking system does not mean that the order has been canceled or the product returned. It may instead result from a temporary technical or customs procedure requiring the completion of certain procedures or a change in the route, and it does not entitle the customer to cancel or return the order as long as it has actually been shipped.
Due to the temporary closure of certain airspaces in a number of countries and changes to flight routes, operational delays beyond the store's control may occur, extending estimated delivery times until air traffic stabilizes, without any liability or compensation owed by the store.
If a sovereign decision or action makes it impossible to ship the product in full after the order has been completed, as a force majeure event, the store's obligation shall be limited to refunding the product value through the original payment method, without bearing any deducted shipping or bank fees.
Article Eighteen: Terms of the Group Contribution Service (Wish Fulfillment)
The wish fulfillment service is a commercial electronic service that allows financial contributions to be collected from friends or the public to purchase a product offered on the platform only. It is not a donation method, investment financing, or financial wallet.
All contributions are final and are considered made for the benefit of the "wish owner." Once its value is fully collected, the product becomes the exclusive property of the wish owner, and no contributor may claim the product or request a refund of their contribution.
The contribution-collection period is fourteen (14) calendar days. If the amount is not completed during this period or the product cannot be provided, the wish will be automatically canceled.
If the wish is canceled because the amount is incomplete or fulfillment is not possible, operating and administrative fees and payment provider fees will be deducted, up to a maximum of 30% of the total amount collected. The remaining amount will be refunded to the wish owner only as store credit in their store account and will not be distributed among the contributors.
Article Nineteen: Free Gifts and Discount Coupons
Free gifts and promotional offers are provided at the store's discretion and subject to availability. They do not constitute part of the order value or sales contract. The store may modify or discontinue them without prior notice, and failure to include them does not entitle the customer to any financial compensation.
If a minimum amount is required to qualify for the gift, the order value must exceed 200 Saudi riyals after discounts, unless otherwise stated.
Discount codes and coupons are intended for full advance electronic payment (online) only and do not include installment payments or perfume, makeup, and personal care products. The store reserves the right to accept or cancel them at its discretion.
Article Twenty: Communication, Complaints, and Governing Law
Authorized Communication: To protect data privacy and confidentiality, communication and inquiries regarding orders must be made only through the mobile number or email address registered with the order.
Official support channels:
- Official website: www.ref3a.com
- Email: info.refaa@gmail.com
- Customer service: 00966556435773
- "Contact Us" section available within the app.
Responding to Complaints: The store undertakes to respond to inquiries and complaint reports within [48] business hours.
Right to Complain and Prohibition of Abuse: These terms guarantee the consumer's right to evaluate their experience and submit a legitimate complaint to the official authorities (the Saudi Business Center and the Ministry of Commerce). The store may decline to fulfill orders from anyone who abuses or threatens its staff or blackmails them, while applying cancellation fees, and reserves its legal right to take action against any false allegations or defamation under the Anti-Cyber Crime Law.
Updates to the Terms: The store may update and amend these terms at any time, and the version published at the time the order is completed shall apply to that order.
Governing Law: These terms are governed by and interpreted in accordance with the laws and regulations in force in the Kingdom of Saudi Arabia, and the courts of the Kingdom shall have jurisdiction over any dispute arising from them.
