Return and exchange policy
At Rivers World, we guarantee an easy, smooth, and efficient return and exchange process. We have very flexible terms to suit everyone.
All products purchased from the Rivers World online store can be returned or exchanged according to the following conditions:
- All products must meet our exchange and return terms and conditions.
- Exchanges are allowed within 14 days or returns within 3 days via the online store, starting from the date of receiving the order.
- All products must be in their original, unused condition, and their barcode tag must still be attached to them.
- Returns or exchanges must be made within our permitted timeframes.
- If the products do not meet all of our conditions, we will not be able to replace or refund them.
- Bags and accessories cannot be returned or exchanged electronically or through our branches.
- Shipping fees are non-refundable if the order is returned in full.
- Please note that if you choose cash on delivery, the cash-on-delivery fee you paid is non-refundable, as it is for a service already provided. This fee is collected and deducted by the shipping company. We offered you alternative free payment methods, but you chose cash on delivery.
- If the net value of your order becomes less than the free shipping limit of 99 riyals after returning any products, we will deduct the shipping fees and refund the rest of the amount to you, because you received free shipping initially, and your order is now less than the required limit.
- When paying electronically via Visa, Mada, Mastercard, or STC Pay, or when choosing installment payment and completing the order, the payment gateway deducts 2.5% of the order value as a fee for accepting the electronic payment. Therefore, this percentage will be deducted if the entire order is returned, whether it has left our warehouse and been received by you, or was canceled before leaving.
- When purchasing online, orders paid through installment methods (Tabby, Tamara, Madfou, MISPay) or others cannot be returned within branches. Exchange is permitted according to policy for the same value, or a higher value with payment of the difference through a method other than installment.
- The refund for returned items will be processed via the same payment method within 7 business days of receiving the return shipment.
Situations in which you cannot return or exchange your order
- When the allowed return or exchange period mentioned in our policy is exceeded.
- When using the product, or if it is damaged in whole or in part, or if it is not in its original condition.
- When the barcode card is lost.
- When there is any smell in the product, whether it is good or bad.
- When purchasing from the online store and wishing to return the item through the branches.
How do I exchange/refund my order electronically?
To learn about the exchange and return procedures, you can visit the explanation page here.
Complete the exchange request and the shipping label will be sent to you as soon as possible.
You can directly create a new order with the requested parts, and we will deliver it to you just like any regular order, without delay. In this case, you won't have to wait for the driver to pick up the parts; you'll receive them directly. We will then direct a courier to collect the parts, and upon their arrival, we will refund the payment to the same payment method used for your original order.
