Last Updated: July 14, 2026
This Return & Exchange Policy applies to all purchases made through WOOW and is governed by the applicable laws and regulations of the Kingdom of Saudi Arabia, including the E-Commerce Law and its Executive Regulations. The purpose of this policy is to clearly define the rights and responsibilities of both the customer and the store while ensuring a fair and transparent shopping experience.
Customers may request a return or exchange within 7 days from the date of receiving the product, provided that the item remains in its original condition and has not been used.
Submitting a return or exchange request does not automatically guarantee approval. All returned items are inspected upon arrival to ensure they meet the conditions outlined in this policy.
A return or exchange request will be accepted only if all of the following conditions are met:
Customers may inspect or try the product only to verify its size or suitability, provided that doing so does not result in actual use, damage, stains, odors, removal of labels, damage to the packaging, or loss of any accessories.
If the product is found to have been used or is no longer in its original condition, the return or exchange request may be declined.
Customers may request a one-time size exchange per order, subject to the availability of the requested size and provided the product remains in its original, unused condition.
Once a replacement product has been delivered, no further exchange or return will be accepted for the same order unless the replacement item has a manufacturing defect or the error was made by the store.
If the exchange is requested due to the customer's preference or incorrect size selection, the customer is responsible for all shipping costs in both directions.
Once a product has been exchanged at the customer's request, the same order is no longer eligible for a return.
An exception applies only if the replacement product has a manufacturing defect or if the store shipped the wrong product or size.
If the return or exchange request is due to a manufacturing defect or because the customer received the wrong item or size, the returned product will be inspected upon arrival.
If the defect or error is confirmed, WOOW will cover all shipping costs related to the return or exchange.
If the inspection shows that the damage resulted from misuse or occurred after delivery, the request may be rejected, and the customer will be responsible for the return shipping costs.
If a product arrives damaged during shipping, the customer must notify us within 48 hours of delivery and provide clear photos of both the product and its packaging for assessment.
If the request is based on customer preference, such as changing the size, changing their mind, or the product no longer being desired, the customer is responsible for all shipping, return, and exchange costs.
Approval is subject to the product passing our inspection upon receipt.
Returns or exchanges will not be accepted in the following cases:
Customers may cancel their order before it enters the preparation stage and receive a full refund.
Once an order has entered processing or has been handed over to the shipping carrier, it can no longer be canceled and will instead be subject to this Return & Exchange Policy.
WOOW reserves the right to cancel any order before shipment if the product is unavailable, a pricing error has occurred, payment cannot be completed, or fraudulent payment activity is suspected. In such cases, any amount paid will be fully refunded.
All returned products are inspected upon arrival to verify compliance with this policy.
Return and exchange requests are reviewed within 3 business days after the product is received.
Customers will be notified of the inspection result as soon as the review is completed.
If approved, the return or exchange process will begin immediately.
If rejected, the customer will be informed of the reason, and return shipping costs will be the customer's responsibility.
If a return request is approved, the product value will be refunded using the original payment method within 7 business days from the approval date.
Depending on the customer's bank or payment provider, the refunded amount may take additional time to appear in the account. WOOW is not responsible for delays caused by financial institutions or payment providers.
If the replacement product is less expensive than the original item, the price difference will be refunded using the original payment method.
If the replacement product is more expensive, the customer must pay the price difference before the exchange is completed.
If a return or exchange request is rejected and the customer is notified, the customer must arrange to receive the product and pay any applicable return shipping costs.
If the customer fails to respond or refuses to receive the product within 15 days of notification, WOOW reserves the right to take appropriate action in accordance with applicable laws and regulations.
To request a return or exchange, please contact us at:
Email: [email protected]
Please include:
Business Name: Harf Al Waw Trading & Marketing Establishment
Commercial Registration (CR): 4650210907
Address: Al Madinah Al Munawwarah, Kingdom of Saudi Arabia
Email: [email protected]
Customer Support (Phone & WhatsApp): +966 55 218 0858
Business Hours: Saturday to Thursday, 9:00 AM – 10:00 PM
We are always happy to assist you and respond to your inquiries as quickly as possible.
