Return policy

You can return purchases within 14 days of receiving the order, according to the following conditions:

• The returned product must be in its original condition when purchased, unused, and wrapped in the original packaging with all its accessories. Zarafa will not accept any returned item that is not in original conditions.
• If we receive any return product(s) that are opened and/or removed from the outer packaging, it will be donated to animal shelters, as opened/non-packaged products cannot be sold again. Furthermore, returned product(s) shall not be shipped to the customer after receiving the return.
• Zarafa shall bear all return fees in the event a customer receives a damaged product or a product not in an original condition.
• It is required to report a defect in the product within 24 hours of receiving the product, and it is required to send a picture of the product and the outer carton of the shipment.

The return will not be accepted in the following cases:

• When submitting a return request after the specified time, which is 14 days from the date of receiving the order.
• When the product has been used or opened, when it is damaged, or when it is not in the same condition that you received it.
• When the box or packaging of the product is damaged.

How to file a refund request:

1. If you want to return a product, please submit the request through the link.
2. You will be contacted to confirm the return request.
1. Riyadh Returns: A representative of Zarafa will contact you to receive the return.
2. Returns outside Riyadh: You will be contacted by a customer service representative to specify the shipping company and the return procedure.
3. After receiving the return in our warehouse and verifying its condition, the amount will be returned to the customer within a period of up to 14 working days.
4. For details, please see the sections shown below.

Return and cancellation request processing time:
The processing time for a return or cancellation request is 14 working days from the date the order is received at the Zarafa warehouses or from the date the return request is raised. The return process is initiated after the shipment arrives at the Zarafa warehouses and is confirmed to be eligible for return.

 

Refund processing according to payment method

1. Refunds for payments made through Mada, Visa, and MasterCard will be returned to the card that was used to make the purchase. It may take 14 business days for the refund to be returned to the card, depending on the bank.
2. Refunds for payments made through Tabby and Tamara will be returned through the Tabby or Tamara account within 14 business days from the date the product is received in our warehouses. The customer must follow the return procedures through their Tabby or Tamara account.
3. Refunds for payments made through Cash on delivery will be issued as a gift card or added to the customer's account balance in the store. They can be used multiple times until the amount is consumed. There is no specific expiry date for the balance or gift card. The refund period for issuing a gift card or adding the amount to the customer's account balance in the store is 48 hours from the date the product is received in our warehouses.

Refund fees:

• Return fees apply for orders that are partially returned after the customer receives the order, with the exception of orders that are fully returned.

Refund fees	Shipping
15 SAR	Return fees for orders inside Riyadh
25 SAR	Return fees for orders outside Riyadh

 

Cancellation fees:

• In the event that the customer decides to cancel the order after it has been created, we will do our best to cancel the order without the customer incurring any costs, provided that the order has not yet been processed and the shipping label has not been issued at the time the cancellation request is received.
• Cancellation fees apply in the following cases:

1. Canceling an order after it has been prepared and/or shipping label printed.
2. Not collecting orders after it has been shipped.
3. Returning orders in full.

Cancellation fees	Shipping
15 SAR	Cancellation fees for orders inside Riyadh
46 SAR	Cancellation fees for orders outside Riyadh

 

Electronic Payment fees:

• Electronic Payment fees apply to all return or cancellation requests that are made through electronic payment services.

Payment method	Electronic Payment fees
Tabby and Tamara	7% of the total amount paid
Mada, Visa, MasterCard	2.5% of the total amount paid

 

Unable to deliver orders:

• In cases where the shipping company or the courier is unable to deliver the shipment due to a customer-related reason, or in the event of any error in the customer's information, which may result in the cancellation or return of the shipment, the fees will apply according to the return and cancellation policy without exception.
• Entering the correct address and contact information is the customer's responsibility.