Returns & Refunds Policyسياسة الإرجاع والاسترداد

01 Your rights at a glance

Two different rights are at work, and it matters which one you are using. The right to change your mind depends on how you bought the item. The right to a remedy when something is wrong with the item does not — it applies to every purchase on UrPrice, including one you won at auction, and no policy of ours can shorten it.

Nothing on this page limits a right Saudi law gives you. Where our policy and the law differ, the law applies.

02 Changing your mind — 7 days

If you bought at a fixed price — Buy Now in a live show, or anything from a seller's Shop — you may cancel the purchase within 7 days of receiving the item, without giving a reason, provided the item has not been used and is in its original condition with its packaging and accessories. This is Article 13(1) of the E‑Commerce Law and we do not ask you to justify it.

Items won at auction are the exception. Article 11 of the Implementing Regulations excludes a contract concluded at a public auction from the 7‑day right, and a competitive live auction on UrPrice is such a contract: the price was set by bidding between buyers, in public, in real time. A winning bid is therefore a binding purchase you cannot cancel because you changed your mind. It is the only right the exception removes — every remedy in §4 applies to an auction win exactly as it does to any other order.

03 Items you cannot return for a change of mind

The E‑Commerce Law names categories the 7‑day right does not reach, whichever way you bought them (Article 13(2) of the Law and Article 11 of the Implementing Regulations):

• perishable goods, and goods with a short shelf life;
• goods that cannot be resold for health or hygiene reasons once their seal is broken — cosmetics, personal‑care and intimate items among them;
• goods made to order or personalised for you;
• goods that have been integrated with, fitted to, or become inseparable from other goods after delivery;
• recorded media, publications and software once opened or downloaded;
• gold, silver and other goods whose price follows a fluctuating market;
• travel, hospitality and event bookings tied to a specific date;
• damage you caused yourself by mishandling or misusing the item.

These are exclusions from the change‑of‑mind right only. If an item in one of these categories arrives not as described, defective, counterfeit or simply the wrong item, §4 applies to it in full.

04 If something is wrong with the item

You are entitled to a return, a replacement or a refund — we tell you which when we answer your claim, and you can ask us to reconsider — if the item you receive is:

• materially not as described in the listing or in the live show;
• defective or not fit for its ordinary purpose;
• damaged in transit;
• counterfeit or not genuine;
• the wrong item, or missing parts;
• never delivered at all.

Photographs help and we will ask for them, but a claim is not refused for want of a photograph where the problem can be established another way. Where the item has to come back to the seller before the money moves, a return shipment is booked for you (§6) and the refund is issued once the item is received and inspected.

05 If your order is more than 15 days late

If your order has not been delivered within 15 days of the order date — or of a later delivery date agreed with you — you may cancel it and recover everything you paid, including shipping and any related costs. This is Article 14 of the E‑Commerce Law. The only thing that suspends it is a genuine force‑majeure event outside our control, and we will tell you plainly if we are relying on one.

06 Who pays the return shipping

• We or the seller pay when the item was not as described, defective, damaged in transit, counterfeit or the wrong item. You are never out of pocket for our mistake or the seller's.
• You pay when you are cancelling under the 7‑day change‑of‑mind right. That is the default the E‑Commerce Law sets, and we will tell you the cost before you commit to the return.

Either way the return shipment is booked for you — by the seller or by us — through our courier partner, and the waybill appears on your order in the app. You never have to arrange a courier yourself or pay one at the counter. If it has not appeared within three days of your return being approved, write to support@urprice.sa and we will issue it.

07 How and when you get your money back

• The same way you paid. A card charge is reversed to that card; wallet credit returns to your wallet; an order paid partly each way is reversed down both, each by exactly what it funded.
• Wallet credit keeps what it had. Permanent credit comes back as permanent credit, and promotional credit comes back with its original expiry.
• Within 7 days. We issue an approved refund within 7 days of approving your claim — for a return, within 7 days of receiving and inspecting the item. Wallet credit lands immediately; your bank may take a further 5–10 business days to post a card reversal, which is their timeline, not ours.
• The full amount. A refund covers what you were charged for the item, and its shipping and VAT wherever the reason for the return is ours or the seller's.

08 How to start a return

1. Open the UrPrice app and go to Profile → My purchases.
2. Find the order and tap Request a return. Choose the reason — changed my mind, or one of the problems in §4 — and describe what happened.
3. We review the request — asking for photographs where we need them — and answer you in the app. If it is approved and the item has to come back, a return shipment is booked for you and the waybill appears on the order.
4. Hand the parcel to the courier with the waybill attached. Once it is received and inspected, the refund is issued as described in §7.

You can also write to support@urprice.sa with your order number if you would rather not use the app.

09 If we say no

If we reject a claim we tell you why, in writing, in the app. You can ask us to look again, and you can take the matter to the Ministry of Commerce consumer channels — including the Maroof platform — at any point. Nothing here requires you to exhaust our process first.