Consumer returns

For qualifying online consumer purchases, Saudi E-Commerce Law provides a right to return/cancel within 7 days where the product or service has not been used or benefited from, subject to statutory exceptions. Gentelle will honour all rights that apply to your purchase.

Eligibility

A return should be requested promptly and the item should remain unused, complete and in suitable return condition unless the request concerns a defect, incorrect item, damage or another right that applies by law.

Exceptions

The statutory right is subject to exceptions. Certain made-to-order, project-specific, combined/altered, perishable or other legally excluded goods may not be returnable simply because the customer changed their mind. Any order-specific restriction will be disclosed before acceptance where applicable.

Defective, incorrect or damaged goods

If the item is defective, materially different from what was ordered, counterfeit, damaged on arrival or otherwise covered by mandatory consumer protection rights, contact us promptly. Your statutory rights are not limited by this policy.

How to request a return

Email inquiries@sa.gentelle.com with your order number, the item, reason for the request and photographs where relevant. We will confirm the next steps and return instructions.

Refunds

Approved refunds are returned in accordance with applicable law and payment-provider procedures, normally to the original payment method unless another lawful arrangement is agreed. Delivery or return costs are handled according to the reason for return and applicable legal requirements.

Bulk, bespoke and B2B orders

Project, bulk and made-to-order purchases may have specific cancellation and return terms set out in the quotation or order confirmation. Mandatory legal rights remain unaffected.