Terms and Conditions

Terms & Conditions

(Ref3a) e-store is an officially registered and authenticated store with the Saudi Business Center. These Terms and Conditions have been formulated to ensure that the customer is aware of their rights and obligations before dealing with the store. (Ref3a) store undertakes to comply with the following paragraphs in all operations within this e-store.

Terms and Conditions – Ref3a Platform

Welcome to "Ref3a", your smart platform for direct air-shopping from the brand to your doorstep, without intermediaries and at real outlet prices.

Please read these terms carefully before completing any purchase.

Ref3a is an e-shopping platform operating on a system of direct air freight from the source to the customer without intermediaries, and it displays:

  • Original brand products.

  • Unbranded products (similar style products).

  • Appliances, tools, cups, clothing, care products, and perfumes.

1. Product Warranty

  • Authenticity Warranty

    1. All products on which the brand name explicitly appears as a designation and description (shoes – bags – appliances) are 100% original products, and are offered at outlet prices.

    2. These products are subject to the Golden Warranty for Authenticity.

    3. In case the product is proven to be inauthentic:
      ➜ The customer is entitled to a full refund.

    4. Electronic appliances are under warranty from the manufacturer or its authorized agents only.

    5. Maintenance terms for coffee machines/appliances, grinders, and large-sized ice cream machines in the Kingdom of Saudi Arabia:
      We provide free maintenance for coffee machines in the Kingdom of Saudi Arabia in the event of a malfunction resulting from manufacturing defects. However, if the malfunction is a result of misuse, the customer will have to cover the maintenance costs. We are here to ensure your comfort.

    6. Some products are unbranded and are clearly displayed as similar style products and not the actual brand.

2. Return, Exchange, and Cancellation

  • Products offered at outlet prices and promotional offers cannot be returned or exchanged.

  • The order cannot be canceled after the product has been shipped via air freight for any reason, due to the direct nature of the service. In case the customer requests to cancel the order before shipping, the approved cancellation terms stated on the website shall apply.

  • ✅ In-order notification formula (when the status appears as: "On the way / Prepared")

    Important Notice:
    Upon completing the order, a notification appears indicating that the order has been prepared and transferred to the air carrier. At this stage, cancellation or modification is not possible; this is because the order has already been actually executed and its value has been paid directly to the supplier according to the discounted outlet prices, which are non-cancelable and non-returnable.

    We would also like to note that issuing the waybill and tracking number is the longest process in the shipping stage. Once issued, the tracking number will automatically appear within the order, and the status of the shipment can be easily tracked.

    ✅ This procedure applies to all products, particularly brands and appliances of all kinds.

  • The management of "Ref3a" reserves the right to cancel any order without giving reasons, with a refund of the amount if payment has been made.

3. Installments and Payment Commissions

  • "Ref3a" provides installment services through external partners (financial service providers).

  • All fees or commissions resulting from choosing the payment option are the direct responsibility of the customer in the event of cancellation by the customer.

  • "Ref3a" bears no responsibility for the deducted value; it merely provides the connection method with the service provider.

  • In case of cancellation after completing the order, a percentage of 20% of the confirmed order value will be deducted.

4. Prices and Taxes

  • All displayed prices include air freight costs to the customer's address, unless stated otherwise.

  • Estimated taxes or fees may be displayed during checkout based on shipping data and the target country. However, the final fees, customs duties, value-added tax (VAT), or clearance fees are determined by the competent authorities in the destination country upon the arrival of the shipment, and they may differ from the estimated value displayed at the time of purchase.

    The customer shall bear any additional fees, taxes, or import costs imposed by customs, shipping companies, or regulatory authorities in the receiving country.

  • We make sure to deliver the products with their taxes prepaid if possible, but we are not legally bound to do so for the customer.

5. Delivery Time

  • Shipping and Delivery Time

    • Expected shipping duration: From 7 to 21 business days.

    • The duration may increase during:

      • Peak seasons

      • Trending products

      • Customs delays

    • The duration is estimated and is not a definitive commitment.

    • In the event that the maximum period is exceeded, the store has the right (optionally) to compensate the customer for the shipping value only, if any.

    • Special edition products or appliances of a specific nature have a shipping mechanism determined according to the carrier's circumstances. Particularly, appliances with heavy weights exceeding 15 kg are shipped via sea freight, which takes a longer period than air freight.

    • The shipping duration for appliances ranges from approximately 20 to 40 days under normal circumstances, and it may take longer, especially for appliances whose weight exceeds 15 kg.

6. Acceptable Use

  • It is prohibited to use the "Ref3a" website or application for any illegal or fraudulent purposes.

  • "Ref3a" reserves the right to suspend the account or take any legal action in the event of a breach of terms or assault against the platform's employees.

7. Amendments to Terms

  • "Ref3a" reserves the right to modify these terms and conditions at any time without prior notice.

  • Continued use of the platform is considered an implicit approval of the amendments.

8. Contact and Support

For any inquiries, contact us via:

  • Website: www.ref3a.com

  • Email: info.refaa@gmail.com

  • Application: "Contact Us" section

By using the "Ref3a" platform, you acknowledge and agree to all the terms and conditions contained above. The terms apply to the website and the application connected to it.
Thank you for your trust, and we wish you an outstanding air-shopping experience.

  • All products, including shoes, bags, and appliances, that have the brand name registered next to them in the store, are original, non-counterfeit, brand new, unused, and are shipped in the same condition as received from the official store of the product or from authorized distributors; this refers to bags and shoes.
  • and shoes.

  • Editions and Specifications

    1. Appliances may be available in different international editions (US – European – Chinese – Japanese – Hong Kong… etc.).

    2. The following may vary:

      • Plug type

      • Number of SIM cards

      • Electrical frequency

    3. The store is not obliged to provide power adapters unless mentioned in the description.

    4. The responsibility for verifying the device's compatibility with local electrical systems rests entirely with the customer.

    5. The customer does not have the right to request a return or cancellation due to a difference in the edition as long as the product matches the description.

  • • The customer is committed to checking the specifications before purchasing, and has no right to request a return or exchange due to a difference in edition as long as the product matches the description published in the store. Cancellation is not allowed upon shipping.

  • Upon cancellation before shipping, the 20% deduction percentage applies. • Ref3a store is committed to mentioning the model number and basic specifications on the product page if available from the supplier. The customer can inquire before completing payment, and purchasing is considered prior approval of the terms, which serves as an official reference in any inquiry or dispute.
  • Sizes are shown to the customer according to their availability from the official product store, and the customer has the right to request additional information before the purchase process. The customer's lack of familiarity with the details makes them bear full responsibility for any misunderstanding that may occur.
  • The added images and color of the product were added based on the information available from the official product store.
  • The store has no right to add unauthentic images of the product, or images processed in a way that makes them different from their actual appearance.
  • Bag sizes, if available, are based on information from the supplier. In the event of a discrepancy between the mentioned size and the recorded size, this is from the supplier, and the store has no relation to it, especially regarding models released in a single size. Images added from the official store shall be relied upon, and the customer cannot object or demand a return, particularly for models released in only one size.
  • Product colors depend on the resolution and settings of the screen used for display, and any variance on the customer's end is considered outside the store's scope and cannot be objected to.
  • The store verifies that the product matches the customer's request and is free from any manufacturing defect before shipping it
  • to the customer.

  • Special edition products or appliances of a specific nature have a shipping mechanism determined according to the carrier's circumstances. Particularly, appliances with heavy weights exceeding 15 kg are shipped via sea freight, which takes a longer period than air freight.

  • Clothing is not subject to brand conditions because it may be sourced from factories in Vietnam and China, as well as from the brands themselves, and carries the brand code. To verify, please contact the store before ordering.
  • The customer sending the order means their agreement to all terms and conditions without exception, and the store has the right
  • Regarding clothing sizes, despite the availability of a size chart, they are always based on East Asian sizes. Therefore, we automatically increase the size by one degree for some brands and models. We ask the customer to verify and inquire before ordering through our communication channels, and we will provide them with all the details.
  • to update and change the terms and conditions at any time and republish them, becoming effective upon publication.
  • The shipping duration is an expected duration only. In most cases, the order reaches the customer between the minimum and maximum period. The order may reach the customer before the minimum duration, or it may be delayed beyond the maximum period due to circumstances beyond the store's control, such as international shipping delays, especially during peak seasons, or the product running out of stock at the official store and then becoming available, if the product is highly in demand (trending).
  • The expected shipping duration is based on the shipping companies' data available to the store.
  • In the event that the maximum shipping period is exceeded, the store has the right to compensate the customer for the shipping value paid by the customer, if any, but is not obliged to do so.
  • To preserve customer privacy, please communicate with the store for any inquiries or services using the mobile number registered in the order. Communication from another number not registered in the order will not be accepted.

Customer's Responsibility

  1. Choosing the product is entirely the customer's responsibility.

  2. Entering the correct address is solely the customer's responsibility.

  3. Receiving the shipment immediately upon its arrival is the customer's responsibility.

  4. In case of refusal to receive or failure to receive:
    ➜ There is no right to claim any compensation or refund.

  5. Communication must be made from the number registered in the order only.

Customer's responsibility for the accuracy of the address and postal code

The customer is fully responsible for entering complete delivery data and the correct postal code

In the event that the customer enters incorrect delivery information or wrong delivery data, the customer bears the consequences resulting from the incorrect information entered, whether non-delivery or loss of the shipment.

In accordance with the new resolution issued by the Public Transport Authority in the Kingdom of Saudi Arabia regarding the regulation of parcel transport operations, which obliges shipping companies not to receive or deliver any shipment that does not contain a correct short National Address, the customer acknowledges their full responsibility for providing the store with the officially registered short National Address data when completing the order.


Accordingly, the store bears no legal or financial responsibility, nor is it committed to any compensation, refund, or re-shipping in the following cases:


  • Lack of a short National Address for the customer.
  • Entering an incorrect, incomplete National Address, or one that does not match official data.
  • Failure to update National Address data with the competent authorities.
  • Inability to deliver the shipment, its delay, or its return due to missing or incorrect National Address data.

Acknowledgment of Shipping Data Accuracy:

The customer acknowledges and agrees to their full responsibility for entering all shipping data correctly and accurately, including the National Address within the Kingdom of Saudi Arabia or any international shipping address in any other country.

The customer also bears responsibility for any delay or inability to execute or deliver the order resulting from entering incomplete or incorrect data.

Important Note:
The order execution or shipping period is calculated only after completing and entering all shipping data correctly into the system, and the calculation of the duration begins from the date the data is completed and approved.



If this results in delaying the shipment, returning it, losing it, or imposing additional fees by shipping companies or relevant entities, the customer bears full responsibility and the resulting costs, without any obligation on the store to compensate, in compliance with the application of the new resolution.

Order Statuses within Ref3a Store

All orders pass through the following stages:

1️⃣ Status (Confirmed)

And it means the following:

  • Official commencement of executing the order with the supplier or official store.

  • Verifying product availability. In case of unavailability, the customer is given the choice of exchange or cancellation after deducting non-refundable commissions.

  • Initial preparation of the order for purchase or withdrawal from the external inventory.

  • At this stage: Commencing air freight, and there is no cancellation at this stage, especially for brands.

    • The order cannot be modified.

    • Cancellation is subject to a deduction of 20% + administrative fees + payment commissions.

    • Some categories cannot be canceled at all once confirmed (detailed below).

2️⃣ Status (In Progress / Under Preparation / or On the Way)

And it means:

  • The product has been purchased from the supplier or the official store.

  • The product is initially inspected to ensure it matches the order.

  • The order is being prepared for international shipping.

  • This stage is the longest stage in terms of time.

  • Cancellation or modification is absolutely not possible at this stage.

  • ✅ In-order notification formula (when the status appears as: "On the way / Prepared")

    Important Notice:
    Upon completing the order, a notification appears indicating that the order has been prepared and transferred to the air carrier. At this stage, cancellation or modification is not possible; this is because the order has already been actually executed and its value has been paid directly to the supplier according to the discounted outlet prices, which are non-cancelable and non-returnable.

    We would also like to note that issuing the waybill and tracking number is the longest process in the shipping stage. Once issued, the tracking number will automatically appear within the order, and the status of the shipment can be easily tracked.

    ✅ This procedure applies to all products, particularly brands and appliances of all kinds.

  • The order at this stage is considered linked to actual international shipping and is non-cancelable.

  • In the event that the customer requests to modify an order and the store approves, it is considered as a new order and is not included in the previous delivery period.

3️⃣ Status (Shipped / or On the Way (with a tracking number))

And it means:

  • The order has been handed over to the international shipping company or is awaiting the issuance of the waybill.

  • The international tracking number has been issued.

  • The tracking number appears in the customer's account.


    • The customer has absolutely no right to cancel.

    • There is no right to claim a refund for any reason.

    • Any subsequent delay is subject only to the regulations of the shipping companies.

4️⃣ Within the delivery country by tracking, Status (On the way for delivery)

And it means:

  • The shipment has entered the receiving country.

  • It is undergoing local customs clearance.

  • It has been transferred to the domestic delivery company.

  • Any customs duties or taxes at this stage:
    ➜ Are fully borne by the customer.

5️⃣ Status (Delivered)

And it means:

  • The order has been successfully delivered to the customer.

  • The order is officially closed.

  • After this status, the following begins:

    • The return period, if any, depends on the type of product and does not include brands in case the store accepts.

    • Or any right to cancellation or return lapses according to policy.

Sometimes updates may be delayed for the customer, whether on the website or the application, and notifications or messages sent to the customer regarding the current order status shall be relied upon.

Final cancellation prevention for certain categories after order confirmation

Once the order status appears as (Confirmed), cancellation is absolutely not possible for the following categories for any reason:

❌ Cups and mugs of all kinds
❌ Makeup and cosmetics products
❌ Underwear / Undergarments
❌ Personal care products
❌ Perfumes

This is due to reasons related to:

  • Health

  • Regulations

  • Unsuitability for resale

  • Their shipping takes place immediately after confirmation

The customer's completion of the payment process constitutes an explicit, final, and irrevocable consent to this clause.

The invoice for the order is in the form of an email sent to the customer containing the order value and order number.

The customer does not have the right to request a purchase invoice from the brand or the source to know the origin of the products or for any other reasons.

In the event that the customer doubts the product and its source, we present proof to the competent authorities only, while reserving the right to legal response.

Cancellation

  • Cancellation is absolutely not possible after shipping or after shipping has commenced.

  • In case of cancellation before shipping: Subject to the store's acceptance
    ➜ 20% of the order value + administrative fees + payment commissions will be deducted.

  • In case of installments (Tabby / Tamara):
    ➜ The customer bears all non-refundable commissions.

Return Policy: (Exchange is absolutely not possible, and returns are not allowed after shipping or after shipping has commenced)

  • Return and Exchange

    Brand Products:

    • Their return and exchange are not accepted except in the event of:

      • Arriving damaged and after verifying that

      • Or proving their inauthenticity


  • Exchange is allowed only once.
  • If it appears to the store that the customer's reason for the exchange is not serious, or if they fail to provide proof for the reason for exchange, the store reserves the right to reject the exchange or return.

  • Non-Brand Products:


    • Exchange is accepted, subject to the store's approval, within 15 days only, provided that:

      • Packaging is intact

      • The product is unused

      • The customer bears the fees for:

        • International shipping

        • Customs

        • Administrative fees (100 SAR)

        • And a 30% deduction in case of payment by installments

    Non-Returnable Items:

    • Underwear / Undergarments

    • Accessories

    • Perfumes

    • Makeup

    • Care products

    • Cups and mugs

    • Offers and free products

    Ninth: Damage Policy

    1. In the event that the product arrives damaged:

      • An investigation will be opened with the shipping company.

      • The