General Return Rules
A return can be requested only after the product has been delivered to you.
We do not offer exchanges. If you want a replacement, request a return for the original product and place a new order.
Returns are collected only from the original delivery address.
You may be asked to provide clear photos of:
The product
The barcode
Any damage or defect, if applicable
The photos must clearly show the product and the issue described in your request.
How to Request a Return
Open the ToYou app.
Go to Account → Help & Support.
Tap Send us a message to contact Customer Care.
Customer Care will create a return ticket and provide pickup tracking details and further instructions.
Returning Products in Proper Condition
Health and Hygiene Products
For health and safety reasons, some products cannot be returned after they have been opened or used.
These may include:
Perfumes and fragrances
Cosmetics
Skincare products
Personal care products
Other health or hygiene products
Non-returnable products are identified on the product page with the following notice:
“This item cannot be returned or replaced after delivery.”
Other Products
Except for health and hygiene products and any other categories excluded by KSA E-Commerce Law, products in proper condition can be returned within 14 calendar days of delivery.
To qualify for a return, the product must be:
Unused
Unopened
In its original packaging
In the same condition in which it was purchased
Suitable for resale
Return Shipping Fee
For returns of products in proper condition:
The return shipping fee is paid by the customer.
The amount is determined by the logistics provider.
The fee is deducted from the refund.
The return shipping fee will not exceed 150 SAR.
Customer Care will confirm the applicable fee in the return ticket.
Inspection
After the product is collected and delivered to our warehouse:
The product will be inspected within 1 day.
We will check that it is unused, unopened, and in its original packaging.
You will be notified when the inspection is complete.
If the product passes inspection, the refund will be processed.
If the product does not pass inspection, we will inform you. You may request to have the product delivered back to you. A re-delivery fee may apply.
Returning Damaged, Defective, or Incorrect Products
Damaged, defective, or incorrect products may be eligible for a return and refund if the issue is reported within 7 calendar days of delivery.
After you submit your request, Customer Care will review the information and photos you provide and determine:
Who is responsible for the issue
Whether the product needs to be physically returned
Whether an inspection is required
Issues Eligible for a Refund
A refund may be available if:
The product has a manufacturing defect or functional failure that was not caused by you.
The product had already expired before or at the time of delivery.
The product was damaged during delivery.
You received the wrong product.
One or more products were missing from the delivery.
The product does not match its description, agreed specifications, product page, or advertising.
If the issue is our responsibility and the product needs to be returned, the return shipping fee will not be deducted from your refund.
Issues Not Eligible for a Refund
A refund is not available for damage or defects caused after delivery by:
Misuse
Mishandling
Improper storage
Unauthorized repairs
Other customer actions that caused the damage or defect
Refunds
Once your return is approved:
The refund will be issued through the original payment method.
For card payments, the refund will be returned through the original card payment method.
Processing time may vary depending on your bank or payment provider.
Products purchased during a sale, promotion, or other discount are refunded based on the price shown on the receipt.
Additional Return Conditions
Customer Care may decide whether a product needs to be returned for inspection or safe disposal.
For some low-value or hazardous products, a refund may be approved based on the evidence provided without requiring the product to be returned.
If a returned product does not pass inspection, you will be informed and may request re-delivery. A re-delivery fee may apply.