Purchase, Exchange, and Return Policy

Last Updated: 24 February 2026

This policy applies to all purchases made through Zahi’s online store within the Kingdom of Saudi Arabia. This policy shall be interpreted in a manner that does not prejudice the rights and obligations set out in the relevant applicable laws and regulations.

1) Brief Definitions

Product/Item: (Diffusers / Candles / Sprays) and their accessories, and oils/perfumes/scents, if any.
Right of Withdrawal: The consumer’s right to cancel an online purchase contract within a legally specified period, subject to certain conditions.
Manufacturing Defect: An operational fault or breakage/malfunction resulting from manufacturing or shipping, and not due to misuse.

2) Cancellation Before Shipping

The customer may cancel the order before it is fully shipped, and the amount will be refunded to the same payment method.
If the order has been prepared or shipped, the section (Return/Withdrawal) below applies.

3) Right of Withdrawal and Return (Without Reason)

The customer has the right to request a return within 7 days from the date of receipt in accordance with e-commerce regulations (unless a statutory exception applies or as stated below).

Conditions for accepting a return under the Right of Withdrawal:

The item must be unused and no benefit has been derived from it.
The item must be in its original condition as much as possible, with packaging/accessories.
Proof of purchase must be provided (order number/invoice).

Shipping fees when returning without a defect:

The customer bears the shipping/return cost if there is no manufacturing defect or store error (such as sending a different product). (This approach is consistent with common practices associated with the right of withdrawal in e-commerce.)

4) Exceptions (Cases Where Return/Withdrawal Is Not Accepted)

To maintain safety and product quality and to prevent misuse, the store does not accept returns in the following cases (unless there is a manufacturing defect or a store error):

Oils/perfumes/scents or any consumable product if the package has been opened or used.
Products that have been operated or show signs of use/odors/soiling/scratches/breakage resulting from misuse.
Products made or prepared upon the customer’s request or to special specifications (if any) are among the common exceptions in e-commerce regulations.
Any product that has been tampered with.

Note: These exceptions do not cancel the customer’s right to warranty or compensation if a manufacturing defect or error is proven.

5) Exchange

Size/type exchange (if available) within 7 days of receipt, provided the product is unused and remains in its original condition.
If there is a price difference, the difference will be collected/refunded as applicable.
Shipping costs for exchange are borne by the customer unless the reason is a manufacturing defect or a store error.

6) Defective or Damaged Products During Shipping

If the product arrives damaged or has a manufacturing defect:

You must notify us within 48 hours of receipt with clear photos/videos of the product, packaging, and the shipping label (to protect the customer and the store with the shipping company).
After verification, the customer is entitled to: an exchange or a full return (depending on replacement availability and the nature of the defect).
In this case, Zahi Store bears the shipping/return costs.

7) Return Process and Refunds

Refund method: The amount will be refunded to the same payment method used in the order (bank card/Mada/transfer, etc.), unless the law or the payment provider requires otherwise.
The payment provider/bank processing may take several business days for the amount to appear in the customer’s account (varies by bank and service provider).

8) Rejection Cases (To Protect the Store From Misuse)

The store may reject a return/exchange request if:

It is found that the product is used, has been tampered with, or that the issue is due to misuse.
No proof of purchase is available, or the product does not match the order details.
The statutory/mentioned period in this policy has expired without an acceptable excuse.

9) Customer Obligations When Returning

Package the product securely when returning it to avoid damage during transportation.
Hand the shipment to the shipping company within the period specified in the return instructions.
The customer bears responsibility for any missing accessories or damage resulting from improper packaging (unless the damage already existed upon receipt and was documented).

10) Complaints and Contact

+966 56 302 4100

To request a return/exchange or submit a complaint:

Contact channels: Mobile/WhatsApp: +966 56 302 4100 Email: info.sa@stayzahi..com

Required: Order number + reason for the request + photos/videos if there is a defect/damage.

“The consumer has the right to withdraw from the purchase within 7 days of receipt in accordance with the E-commerce Law, provided the product has not been used and the exceptions do not apply. Consumable products (such as oils/candles) are not returnable after opening except in cases of a manufacturing defect or a store error.”