Return and Exchange Policy – Bazar Alward

Bazar Alward aims to provide Customers with a reliable and convenient shopping experience.

Bazar Alward operates as a multi-vendor electronic marketplace connecting Customers with independent Sellers. This Return and Exchange Policy applies to purchases made through the Bazar Alward Platform and forms an integral part of the Platform’s Terms and Conditions.

Nothing in this Policy limits any mandatory rights granted to Customers under the applicable laws and regulations of the Kingdom of Saudi Arabia.

1. Scope of the Policy

This Policy applies to orders placed through the Bazar Alward Platform.

All Sellers using Bazar Alward are required to comply with this Policy and applicable laws and regulations.

A Seller may offer additional or more favorable return or exchange terms for its products where clearly disclosed on the relevant product page, but no Seller policy may reduce or exclude any mandatory Customer rights or the minimum protections provided under this Policy.

2. Return and Exchange Period

Subject to the conditions and exceptions set out in this Policy and applicable law, Customers may request to return an eligible product within 7 days in accordance with the applicable statutory return period.

Where a Seller offers an exchange option, the applicable exchange terms may be displayed on the relevant product page.

Products that are defective, damaged, incorrect, or materially different from their description will be handled separately under this Policy and applicable consumer rights.

3. Conditions for Returns

For a return based on a change of mind or other reason not attributable to a defect or Seller error, the product must generally:

• Be unused.
• Be in its original condition.
• Include its original packaging where applicable.
• Include all accessories, tags, and items supplied with the product.
• Not fall within an applicable statutory exception to the right of return.

These conditions do not restrict the Customer’s rights where a product is defective, damaged, incorrect, counterfeit, or does not conform to its description or agreed specifications.

Bazar Alward may request reasonable evidence regarding the condition of the product before approving or processing a return.

4. Defective, Damaged, Incorrect, or Non-Conforming Products

If a Customer receives a product that:

• Is damaged upon delivery.
• Has a manufacturing defect.
• Is materially different from its description or images.
• Is different from the product ordered.
• Is supplied in the wrong size, colour, or specification due to a Seller fulfilment error.
• Is otherwise not in conformity with the agreed order,

the Customer should contact Bazar Alward Customer Service as soon as reasonably possible and provide the information necessary to review the request.

The Customer may be asked to provide photographs or other reasonable evidence showing the issue.

Where the issue is attributable to the Seller or the product supplied by the Seller, the Seller remains responsible for the product and the associated return, replacement, exchange, or refund as applicable under this Policy and applicable law.

5. Customized and Made-to-Order Products

Certain products may be manufactured, prepared, altered, or customized according to the Customer’s specifications, measurements, selections, or special requests.

Where permitted by applicable law, such products may be excluded from the standard right of return or exchange.

Where a product is treated as customized or made-to-order and therefore subject to a return exception, this should be clearly disclosed to the Customer on the relevant product page before the purchase is completed.

However, a customized or made-to-order product may not be treated as non-returnable solely because it is customized where:

• The product is defective.
• The product was damaged before or during delivery.
• The Seller supplied the wrong product.
• The product materially differs from the agreed specifications, measurements, description, or order.
• The Customer otherwise has a mandatory right to return, replace, or obtain a refund under applicable law.

6. Non-Returnable Products

Subject to applicable law, returns or exchanges may not be available for certain products, including:

• Products manufactured or prepared according to the Customer’s specifications or personal requirements where the applicable legal exception applies.
• Products that have been used or damaged by the Customer after delivery in a manner affecting their condition.
• Products whose nature makes them unsuitable for return under applicable law.
• Products for which health or hygiene considerations lawfully prevent return after opening or use.
• Other products falling within an applicable statutory exception to the right of return.

Where a product is subject to a return restriction because of its nature or customization, Bazar Alward or the Seller should clearly indicate this on the product page where applicable.

A product being marked “non-returnable” does not override any mandatory right available to the Customer under applicable law, including rights relating to defective or non-conforming products.

7. Size Selection

Customers are responsible for reviewing the size information and size chart displayed on the product page before placing an order.

Where the Customer receives the size that was ordered but wishes to return it because of fit or personal preference, the request will be handled in accordance with the standard return conditions and any applicable exceptions under this Policy.

For products made or altered specifically according to the Customer’s measurements or requested specifications, the customized-product provisions of this Policy may apply.

If the Seller supplies a size different from the size ordered, or a customized product materially differs from the measurements or specifications agreed with the Customer, the matter will be treated as a Seller fulfilment or product conformity issue.

8. How to Submit a Return or Exchange Request

Customers may submit a return or exchange request through the methods made available by Bazar Alward, including:

• Through their account on the Platform, where this functionality is available.
• By contacting Bazar Alward Customer Service at [email protected].

Customers should provide the order number and reason for the request.

Bazar Alward may also request photographs, videos, or other reasonable information necessary to verify the condition of the product or the reason for the request.

9. Review and Processing of Requests

After receiving a return or exchange request:

• Bazar Alward will review the request and the information provided.
• The relevant Seller may be contacted for information or verification.
• Additional information or evidence may be requested from the Customer or Seller where reasonably necessary.
• The request will be processed in accordance with this Policy and applicable laws.

Bazar Alward may facilitate the resolution of return and exchange matters between the Customer and Seller.

In the event of a disagreement regarding eligibility, Bazar Alward may review the information provided by both parties and facilitate an appropriate resolution in accordance with this Policy and applicable law.

Nothing in this process prevents the Customer from exercising any rights available under applicable law or contacting the relevant competent authorities.

10. Returning the Product

Where a return is approved, the Customer will be provided with the applicable return instructions.

Depending on the order and reason for return, the product may be:

• Collected from the Customer by a shipping provider.
• Returned through a designated shipping provider.
• Returned using another method communicated by Bazar Alward.

Customers should follow the return instructions provided and take reasonable care of the product while it remains in their possession.

11. Refunds

Where a Customer is entitled to a refund, Bazar Alward and its approved payment service providers will facilitate the processing of the refund in accordance with applicable law and the payment arrangements used for the original transaction.

Refunds will generally be made through the original payment method, where possible.

The time required for the refunded amount to appear in the Customer’s account may vary depending on the bank, card issuer, payment method, or payment service provider.

Where applicable law establishes a specific period for processing or returning amounts owed to the Customer, that period will apply.

Bazar Alward will not be responsible for delays caused solely by the Customer’s bank, card issuer, or payment service provider after the refund has been properly submitted for processing, without prejudice to any mandatory obligations imposed on Bazar Alward by applicable law.

12. Return Shipping Costs

Where a return results from:

• A defective or damaged product.
• A product that materially differs from its description.
• An incorrect product being supplied.
• The wrong size, colour, or specification being supplied by the Seller.
• Another fulfilment error attributable to the Seller,

the Customer will not be required to bear return shipping costs attributable to that error.

For eligible returns that are not caused by a product defect, non-conformity, or Seller error, the Customer may be responsible for the applicable return shipping cost where permitted by law and where such cost has been appropriately disclosed.

Any applicable deduction or charge will be handled in accordance with applicable law and this Policy.

13. Exchanges

Where an exchange is available for the relevant product, it may be subject to product and size availability.

If the requested replacement product or size is unavailable, the Customer may be offered another remedy available under this Policy, including a refund where applicable.

An exchange does not limit the Customer’s rights relating to defective, damaged, incorrect, or non-conforming products.

14. Seller Return Policies

Bazar Alward maintains this Policy as the baseline Return and Exchange Policy applicable to purchases made through the Platform.

Individual Sellers may offer additional or more favorable return or exchange conditions, provided that these are clearly disclosed to the Customer.

A Seller may not use its individual policy to reduce mandatory Customer rights or protections provided by applicable law or to contradict this Policy in a manner that disadvantages the Customer.

15. Role of Bazar Alward

Bazar Alward is a multi-vendor electronic marketplace operated by Bazar Alward Marketing Company.

The Platform acts as an electronic intermediary facilitating the listing, marketing, and sale of products between independent Sellers and Customers and may facilitate ordering, payment, communication, shipping, Customer service, returns, refunds, and order-related dispute handling depending on the services available.

The sale of products listed by independent Sellers takes place between the Seller and the Customer.

The Seller remains responsible for the quality, authenticity, safety, conformity, description, and fulfilment of the products it supplies where responsibility is attributable to the Seller or the product.

Nothing in this Policy excludes any obligation or liability imposed on Bazar Alward Marketing Company by applicable law.

16. Delayed Orders

Estimated preparation and delivery times may vary depending on the Seller, product, shipping provider, and other circumstances.

Where an order is delayed, Bazar Alward may coordinate with the Seller and shipping provider to determine the status of the order.

Any Customer right to cancel an order due to delayed delivery shall be determined in accordance with applicable laws and regulations, including any applicable statutory timeframe, and the Platform’s Shipping Policy.

17. Consumer Rights

Nothing in this Policy is intended to restrict, waive, or exclude any mandatory right granted to Customers under the laws and regulations of the Kingdom of Saudi Arabia.

Where any provision of this Policy conflicts with a mandatory consumer right under applicable law, the applicable legal requirement will prevail.

18. Related Policies

This Policy should be read together with Bazar Alward’s:

• Terms and Conditions.
• Shipping Policy.
• Privacy Policy.
• Marketplace Intermediary Disclosure.

In the event of any inconsistency, the provisions specifically applicable to returns and exchanges will apply to the extent permitted by applicable law.

Platform Owner and Operator: Bazar Alward Marketing Company Commercial Registration: 7040701679 Website: bazaralward.com Email: [email protected] Last Updated: 15/09/2026 Effective Date: 15/09/2026