The E-Commerce Law grants the consumer the right to request a return or exchange without needing a defect within 3 days of receiving the product (per the post-sale services implementing regulation), a broader return right than in traditional stores. Exceptions are limited and clear: custom-made products, perishable goods, and activated software or digital content (zero return days for activated software specifically).
If the return is due to a manufacturing defect, the merchant bears the full shipping cost; if the return is based on the consumer's personal preference (no defect), the consumer bears the cost, provided return fees don't exceed the actual shipping cost per e-commerce policy and regulations.
The E-Commerce Law requires stores to integrate with the Personal Data Protection Law: not collecting unnecessary data, obtaining explicit consent, securing payment data with accredited encryption standards (such as PCI DSS), and not sharing customer data with third parties without prior permission.
Penalties start with a warning, and reach a SAR 1 million fine, temporary or permanent suspension from conducting e-commerce, and partially or fully blocking the online store in coordination with the competent body.
For an e-commerce dispute in Jeddah, contact us on WhatsApp.
You may also find it useful to review Product Liability & Hidden Defects Lawyers in Jeddah or Real Estate Fraud Lawyers in Jeddah, both topics our team handles regularly in Jeddah and which may relate to your situation.
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