Cancellations and returns

Cancelling an order

Request cancellation through your account for an order linked to it, or contact us using the published details. We review its preparation and delivery stage and explain the outcome and any amount due back to you. Submitting a request does not mean that cancellation or a refund has been completed. These procedures do not reduce your statutory rights.

Fresh produce and changes of mind

Saudi e-commerce law provides a seven-day cancellation right where applicable, subject to its conditions and exceptions. Fresh greens liable to perish within that period, and products that cannot be resold for health reasons, are excluded from change-of-mind returns. This exception does not remove your rights for defects, damage present before delivery, or an incorrect order.

Something missing or wrong?

Tell us as soon as possible, preferably on the delivery day, to help us assess the produce. Your statutory rights do not automatically expire after 24 hours. We review the issue and explain the appropriate remedy, which may include supplying missing items, replacement, or a refund of the amount due, depending on the circumstances.

• Include your order number, the affected product and quantity, and a short description.
• Keep clear photos if available and share them through a customer-service channel agreed with us. The request form does not currently support photo uploads.
• Do not send produce to an address without arranging it with us. We will coordinate how to handle it with food safety in mind.

Refunds

We explain the amount due and any related fees according to the reason for the remedy. Refunds go to the original payment method where possible. For cash on delivery, we agree on a documented, traceable method. We do not require you to accept store credit instead of money owed to you.

Refund approval, sending the funds, and the bank posting them are separate stages. We explain the processing status and provide a transaction reference when available; bank or payment-provider posting times can vary. Collecting or recording a returned item does not itself complete a refund.

Following up

Follow orders linked to your account from the account page, and use our published contact details to ask about a request or dispute its outcome. This policy does not prevent you from contacting the relevant authority or exercising your statutory rights.