Return and Refund Policy – Fazi Mart

Last Updated: October 11, 2026

At Fazi Mart, customer satisfaction is important to us. We aim to provide a smooth and reliable shopping experience for customers across Saudi Arabia. Please read our return and refund policy carefully before placing an order.

1. Return Eligibility

Customers may request a return if:

• The product arrives damaged or defective.

• The wrong product is delivered.

• The product is significantly different from its website description.

• The return is otherwise eligible under applicable Saudi Arabian consumer protection laws.

Returned products should generally be unused and in their original packaging, with accessories and proof of purchase where applicable. These conditions do not limit any mandatory consumer rights.

2. Return Request Period

Please contact us as soon as possible after receiving your order if there is a problem with your product.

For damaged, defective, or incorrect items, we recommend reporting the issue within 48 hours of delivery and providing clear photographs or videos. This helps us investigate the issue quickly but does not limit any longer return or refund rights provided by law.

3. Non-Returnable Products

Certain products may not be eligible for return, where permitted by law. These may include:

• Opened personal care or hygiene products.

• Customized or personalized products.

• Digital products or services that have been supplied or used.

• Products damaged through misuse or improper handling after delivery.

These exclusions do not apply where a return, replacement, or refund is required by applicable law.

4. How to Request a Return

To request a return:

1. Email our customer support team.

2. Include your order number and the name used when placing the order.

3. Explain the reason for your return request.

4. Attach photographs or videos if the product is damaged, defective, or incorrect.

5. Wait for our team to review your request and provide return instructions.

Please do not send any product back before receiving return instructions from our team.

5. Refund Policy

Once an eligible returned product has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be issued through the original payment method where possible. If this is not possible, we will contact you to arrange a suitable alternative.

Refund processing times may vary depending on your bank or payment provider. Any applicable legal refund deadlines will take priority over our usual processing times.

6. Return Shipping Costs

Return shipping costs will depend on the reason for the return and applicable law.

• Damaged, defective, or incorrect products: Fazi Mart will cover reasonable return shipping costs where required by law or where we accept responsibility for the issue.

• Change-of-mind returns: Customers may be responsible for return shipping costs where permitted by law and under the applicable return conditions.

• Delivery errors caused by Fazi Mart: We will work with the customer to resolve the issue fairly.

7. Exchanges and Replacements

If you receive a damaged, defective, or incorrect product, you may contact us to request a replacement or exchange, subject to availability and applicable law.

If the product is unavailable, we will discuss an appropriate alternative or refund.

8. Cash on Delivery (COD) Orders

For Cash on Delivery orders, refunds cannot usually be returned through the original payment method because payment is collected at delivery.

If a COD order qualifies for a refund, Fazi Mart will contact the customer by email to arrange a suitable refund method, subject to verification and applicable law.

9. Missing, Incorrect, or Damaged Items

If your order arrives with a missing item, incorrect product, or visible damage, please email us as soon as possible.

Include your order number and any supporting photographs or videos. After reviewing the information, we will determine an appropriate resolution, which may include a replacement, exchange, or refund.

10. Order Cancellations

If you wish to cancel an order, please email us as soon as possible.

We will try to cancel orders that have not yet been processed or dispatched. Once an order has been shipped, the standard return procedure may apply, subject to any cancellation rights available under applicable law.

If payment has already been collected for an approved cancellation, the refund will be processed in accordance with applicable requirements.

11. Late or Missing Refunds

If your approved refund has not arrived:

1. Check your original payment account.

2. Contact your bank or payment provider to check whether the refund is pending.

3. If the refund remains outstanding, email Fazi Mart for assistance.

12. Delivery Issues and Refused Shipments

If your shipment is delayed, lost, or returned to us, please contact our support team by email.

Any redelivery arrangements, shipping charges, or refund adjustments will be handled according to the circumstances, the disclosed order terms, and applicable law.

13. Consumer Rights in Saudi Arabia

Fazi Mart aims to comply with applicable consumer protection laws in the Kingdom of Saudi Arabia.

Nothing in this policy is intended to remove or restrict any mandatory rights customers may have concerning defective products, incorrect orders, misleading descriptions, cancellations, refunds, or other legally recognized remedies.

Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

14. Changes to This Policy

Fazi Mart may update this policy from time to time to reflect changes in our business practices or legal requirements.

Updates will be published on this page with a revised date. Any changes will be subject to applicable law and protections for existing orders.

15. Contact Us

For questions about returns, refunds, exchanges, or cancellations, please contact us by email.

Store Name: Fazi Mart
Email: farhat.aziz.2026@gmail.com

Please include your order number and a brief explanation of your concern so we can assist you efficiently.

Thank you for shopping with Fazi Mart. We appreciate your trust and support.