1. General Right of Return (Article 13)
Pursuant to Article 13 of the Saudi E-Commerce Law, consumers have the right to request a return or exchange of purchased products within 7 days from the delivery receipt date under the following conditions:
- The product must be in its original, unopened packaging, and contain all manuals, accessories, and promotional items.
- The product must not have been used, mounted, or damaged in any way.
- The product must not be customized or calibrated according to customer-specific parameters (e.g. customized measuring instruments).
2. Non-Returnable Products
Under Ministry of Commerce regulations, returns/exchanges are not accepted in the following circumstances:
- If the product has a defect caused by customer misuse or improper storage.
- Software license keys, activation codes, or digital software updates after opening or activation.
- Industrial tools or calibrated meters subjected to bespoke configurations at the client’s request.
3. Return Shipping Costs
- In case of a manufacturing defect or shipping error: ETE Tradings covers all return shipping fees. The client is entitled to a replacement product or a full refund.
- In case of customer preference return (change of mind): The customer is responsible for both original shipping costs and return shipping fees. These charges will be deducted from the total refund amount.
4. Return Inspection & Refund Timeline
- Upon receipt of the returned item at our Riyadh warehouse, it undergoes a technical inspection to verify compliance with our return guidelines.
- If approved, refunds are initiated to the original credit/debit card used at checkout (Mada, Visa, Mastercard, or Apple Pay).
- Refund processing on the payment gateway typically takes 7 to 14 business days, depending on the issuing bank's policies.
5. How to Initiate a Return
To start a return or exchange, please email our support team at info@etetradings.com. Please specify your order number, attach the invoice, and include clear photos showing the current condition of the product and its packaging. We will provide you with a return shipping label and dropping instructions.