Return Policy

At Masdar Online, we are committed to delivering a reliable and satisfactory shopping experience in accordance with the regulations of the Saudi Ministry of Commerce and the eCommerce Law. Please review the following terms governing returns, exchanges, and refunds.

1. Conditions for Return or Exchange

Customers may request a return or exchange within 7 calendar days from the date of receiving the product, provided that the following conditions are met:

• The item is unused and in its original condition.
• All original packaging, accessories, tags, and manuals are included.
• A valid proof of purchase “Sales invoice” is provided.

2. Non-Returnable and Non-Exchangeable Items

The following items are not eligible for return or exchange:

• Products that are custom-made, specially ordered, or cut-to-size based on customer specifications.
• Products that show signs of use, installation, or mishandling after delivery.
• Opened electrical or electronic items where the packaging seal has been broken.
• Any product returned without original packaging or accessories.

3. Return and Exchange Process

• If the reason for return or exchange is due to an error from Masdar Online (wrong, damaged, or defective item), we will bear all associated shipping and return fees.
• If the return or exchange is requested for personal reasons (e.g., change of mind), and the product meets return conditions, the customer shall cover the cost of return shipping.

4. Refunds

1. The refund process begins only after the returned product is received in our warehouses and inspected to ensure it complies with the return conditions mentioned in the first clause (in its original condition and packaging).
2. The amount will be refunded using the same original payment method used by the customer. The time frame is subject to bank and payment gateway policies as follows:

• In case of payment via Cards (Mada, Visa, Mastercard):
• Once the product is inspected and the return is approved, we will process the financial refund order.
• Mada Cards: The amount will appear in the customer\\\\\\\\\\\\\\\'s bank account within 3 to 10 business days.
• (Visa / Mastercard) Cards: The amount will appear in the customer\\\\\\\\\\\\\\\'s card statement within 7 to 14 business days (and may take up to 21 business days in rare cases, depending on the card-issuing bank\\\\\\\\\\\\\\\'s policy).
• In case of payment via (Saudi Payments e-invoice):
• As this refund requires a bank transfer, the customer must contact customer service and provide us with an official IBAN Certificate.
• Essential Condition: The bank account must be in the same name as the customer registered on the order on our website.
• The refund period (3 to 10 business days) only begins after we receive the correct IBAN certificate that meets the conditions.

3.Original shipping and delivery fees (if any) will be deducted from the refunded amount, unless the reason for the return is due to an error by \\\\\\\\\\\\\\\"Masdar Online\\\\\\\\\\\\\\\" (wrong or defective product), in accordance with the third clause.

5. How to Submit a Return Request

Customers may initiate a return request through one of the following methods:

• Online Self-Service:
• Visit the [Return Request Page] on the Masdar Online website and follow the guided steps to submit your request directly.
• Customer Service Assistance:
• Alternatively, you may contact our Customer Service team, who will assist you and complete the return request on your behalf.
• Email: info@mbm.com.sa
• Phone: 920009071

6. Important Notes

• All return and exchange requests are subject to inspection by Masdar Online to verify product condition and eligibility.
• Masdar Online reserves the right to approve or reject return or exchange requests based on compliance with the stated conditions.
• This policy is governed by the applicable laws and regulations of the Kingdom of Saudi Arabia.