Refund & Exchange Policy
At DRB, we are committed to providing an excellent shopping experience for all our customers. This policy has been established in accordance with Saudi consumer protection laws to ensure your rights and clarity in the refund and exchange process.
Right to Return
In accordance with Saudi consumer protection law, you have the right to return products purchased through DRB Marketplace within <strong>seven (7) days</strong> of receiving the product, without needing to state a reason.
This right is guaranteed to you under the Saudi consumer protection system for remote sales.
Return Conditions
The product must be in its original condition and unused
The product must be with all original accessories and packaging
All labels and brand tags must be present
Original purchase invoice or order number must be provided
Products Excluded from Return
In accordance with Saudi laws, the following products cannot be returned for health and safety reasons:
- • Opened personal care products
- • Underwear
- • Perishable food products
- • Custom-made or personalized products
- • Products damaged due to misuse
Defective or Non-Matching Products
If you receive a defective product or one that does not match the description, you have the right to return it and receive a full refund or replacement with a correct product, regardless of the seven-day period. This right is guaranteed under Saudi anti-commercial fraud law and trademark system.
In case of defective products, we will bear the shipping costs for return.
How to Request a Return
Step 1: Contact Us
Contact our customer service team via email or phone within seven days of receiving the product.
Step 2: Return the Product
We will provide you with return instructions. Please pack the product securely with all original accessories and packaging.
Step 3: Inspection and Approval
After receiving the product, we will inspect it to ensure it meets the return conditions.
Refund
After approving the return request, the refund amount will be processed within <strong>fourteen (14) days</strong> from the date of receiving the returned product.
Refund Methods:
- • The amount will be refunded to the same payment method used in the original purchase
- • In case of cash on delivery payment, the amount will be refunded via bank transfer
- • The refund process may take 5-14 business days depending on the payment method
Return Shipping Costs
We cover costs in the following cases:
- • Defective or damaged products
- • Products that do not match the description
- • Products sent by mistake
Customer covers costs in the following cases:
- • Return due to change of mind (within the seven-day period)
- • Products excluded from return
Exchange
You can request to exchange the product for another product of the same or higher value (paying the difference if any). Exchange is subject to the same return conditions mentioned above.
For Help or Inquiries
If you have any questions about the refund policy or need help with the return process, please contact us:
Last updated: January 1, 2025 | This policy is compliant with Saudi consumer protection laws and may be updated in accordance with legal changes.