Returns and refunds

This is a translation. If it differs from the Arabic version, the Arabic version applies. Read the Arabic version

When an item can be returned, how to ask for that, and when the money comes back to you.

Where to find out whether an item can be returned

On the item itself. Open the order in the app and choose “Request a return”: each item is shown with whether it can be returned and how much time is left for it. Items that cannot be returned are shown too, with the reason they are excluded — we do not hide them, so that nobody thinks the app is broken.

These rules differ from one product to another, which is why you will not find a single time limit here: the one that applies to you is written on the item you are looking at.

How to ask for a return

• Open the order, then “Request a return”.
• Choose the items and the quantities.
• Give the reason.
• Attach a photo of the product if the item needs one — the app tells you when it is needed.
• Send the request.

Then it is reviewed

A person reviews your request. You will not see a refund amount before that review, because it has not been decided yet — and a zero shown before it would be read as “nothing is owed”, which is not true.

The status of the return is shown in the order and is updated step by step, and you get a notification at every change.

When the money comes back

If you paid online, the money goes back to the same payment method you paid with — and how long it takes to appear in your account is decided by your card issuer or your bank, not by us. If you paid on delivery, we agree with you how it will be returned.

The status of the goods and the status of the money are two separate questions: the app shows you both, so “We received the items” does not mean that the money has come back yet.

An item that is not available is not a return

If an item is not available when your order is prepared, it is removed before the order reaches you and you never pay for it — and it needs no return request from you. The details are in the terms of use.

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