Terms & Conditions

The Refa online store is an officially registered and verified store on Maroof, a platform affiliated with the Ministry of Commerce in Saudi Arabia . The terms and conditions have been formulated to ensure that customers are aware of their rights and obligations before dealing with the store. Refa is committed to adhering to the following clauses in all transactions within this online store.

 

  • All products in the store are original, non-counterfeit, brand-new, and unused. They are shipped in the same condition as received from the official brand store or authorized distributors.
  • Sizes appear to the customer based on their availability from the official brand store. Customers have the right to request additional information before purchasing. Lack of familiarity with product details is the customer’s responsibility in case of any misunderstanding.
  • The product images and colors are added based on information provided by the official brand store.
  • The store is not permitted to add unrealistic product images or edited photos that alter the actual appearance of the product.
  • Product colors depend on the resolution and settings of the display screen used. Any variation from the customer's side is beyond the store’s control and cannot be contested.
  • The store ensures that the product matches the customer’s order and is free from any manufacturing defects before shipping.
  • By placing an order, the customer agrees to all terms and conditions without exception. The store reserves the right to update and modify the terms and conditions at any time and republish them, with immediate activation upon publication.
  • The estimated shipping time is only an approximation. In most cases, the order arrives within the minimum and maximum estimated times. However, it may arrive earlier than expected or get delayed due to unforeseen circumstances beyond the store’s control, such as international shipping delays, high demand for a product (trending), or stock unavailability at the official store.
  • The estimated shipping time is based on the data provided by the shipping companies affiliated with the store.
  • If the shipping time exceeds the maximum estimate, the store may compensate the customer for the paid shipping fees, if applicable, but is not obligated to do so.
  • To protect customer privacy, all inquiries and services should be communicated from the registered phone number in the order. Any communication from an unregistered number will not be accepted.

 

Order Status Updates:

  1. (Pending Review): In this status, the store receives the customer’s order, verifies the payment, checks product availability at the official brand store or authorized distributors, and finally prepares the order for shipping. If the requested product is unavailable, the customer will be contacted and given the option to either cancel the order and receive a refund or choose another product from the store.
  2. (Processing): At this stage, the order is tracked from the moment it leaves the official brand store or authorized distributors. The product is checked for accuracy and manufacturing defects. This is the longest phase in the order process.
  3. (Completed): In this status, the order has been handed over to the shipping company and is on its way to the customer.

 

Return Policy (No Exchanges Allowed)

  • Returns are accepted within a maximum of 15 days from the date the customer receives the product.
  • Return Conditions:
  1. The product must be in its original condition.
  2. The product’s original packaging, both inside and out, must be intact.
  3. All product accessories (such as attached or included tags, metal labels, user manuals, and any other accessories) must be complete, undamaged, unopened, and in their original state.
  4. The product must be completely unused.
  5. The customer is responsible for international shipping fees from official stores, customs duties, and actual costs amounting to 150 SAR per product or products from a single official store.
  6. The customer is responsible for administrative fees amounting to 100 SAR per product or products from a single official store.
  7. These costs and fees apply once the order status changes from (Pending Review) to (Processing) and remain applicable for 24 hours after the customer receives the product.
  8. The customer is responsible for delivering the product to the shipping company, which will then transport it to the Refa store location in Saudi Arabia.
  9. For luxury brands valued at more than 1,000 SAR, returns and exchanges are not allowed, as these products were obtained at discounted prices and are non-returnable to the source.
  • Once the customer ships the product to the address provided by the store and it arrives at the Refa store location in Saudi Arabia, the store will verify the product’s condition. If it is intact, in its original packaging, with all accessories untouched and in perfect condition, and has not been used in any way, the order amount will be refunded after deducting 250 SAR, which includes domestic and international shipping fees, customs duties, and administrative fees for one product or multiple products from the same official store. For example, if a customer returns two products from Ted Baker and one from Coach, a total deduction of 500 SAR will be applied, covering shipping and customs fees (300 SAR) and administrative fees (200 SAR).
  • The store reserves the right to reject a return request if any of the above conditions are not met.
  • The store does not accept returns after 15 days from the date the customer received the product.
  • Once an order’s status on the Refa online store changes from (Pending Review) to (Processing), no modifications can be made. Any requested modification will be treated as a return.