Your Rights When Shopping from Online Stores in Saudi Arabia 2025: Delayed Shipping, Money Refunds, Detecting Fake Stores, and Everything You Need to Know

Introduction: Why Should You Know Your Rights as an Online Shopper?

In the era of digital transformation that Saudi Arabia is experiencing under Vision 2030, online shopping has become an integral part of our daily lives. Millions of Saudis buy daily from online stores, whether local or international. However, with this massive expansion, many problems arise that shoppers face and don't know how to deal with.

We have received many questions from our website visitors revolving around two main problems: the first is delayed shipments for long periods without any response from the store, and the second is order cancellations by the store or customer without returning the money. We wrote this article to be the comprehensive reference that answers all your questions and explains your complete rights in full detail.

First: Benefits and Advantages of Online Shopping

Before we get into the problems and their solutions, let's review why online shopping has become a preferred choice for millions around the world and in Saudi Arabia in particular.

Convenience and Time Saving

You no longer have to leave your home and search in stores for long hours. With one click from your phone or computer, you can browse thousands of products, compare prices, and choose what suits you while sitting in your place. Shopping is available around the clock, seven days a week, with no closing times or holidays.

Huge Variety of Products

Online stores provide you with a huge selection of products that you may not find in your local stores. You can buy products from America, Europe, or China and have them delivered to your doorstep. This variety gives you wider options and the opportunity to get unique and distinctive products.

Competitive Prices and Continuous Offers

Prices in online stores are often lower than traditional stores because the operational costs for online stores are much lower. Additionally, online stores offer continuous discounts and offers, especially during seasons like White Friday, Ramadan, and National Day.

Easy Comparison and Decision Making

You can open several stores at the same time and compare the same product in terms of price, specifications, and reviews. Reading the experiences of previous buyers helps you make an informed decision before purchasing, which is difficult to achieve in traditional stores.

Various Payment Options

Online stores offer multiple payment options that suit everyone: credit cards, Mada, Apple Pay, Tabby for installments, Tamara, or even cash on delivery. This flexibility makes the purchasing process easier and safer.

Second: The First Problem - Delayed Shipment Delivery

This is one of the most common problems faced by online shoppers. You ordered a product, paid for it, waited for days and weeks, and it didn't arrive! What does the Saudi system say in this case?

The Legal Period for Order Delivery

According to the E-Commerce Law issued in Saudi Arabia, the service provider or online store is obligated to deliver the product or execute the service within a maximum period of 15 days from the date of completing the purchase. This period is the maximum limit unless another specific date is agreed upon between the seller and buyer when completing the order.

Store's Obligation to Report Delays

The law clearly states that the store is obligated to inform the consumer of any expected delay or difficulties that have a significant impact on product delivery or service execution. This means that the store has no right to be late without telling you, and if it knows there is a delay, it must communicate with you and explain the reasons and the new expected date.

Your Rights When Exceeding 15 Days

If the store delays delivering your order for more than 15 days without informing you or without a prior agreement on another date, the law grants you clear and specific rights. First: You have the right to cancel the purchase completely without any conditions or restrictions. Second: You have the right to recover the full amount you paid for the product. Third: You have the right to recover any additional costs you paid such as delivery fees, express shipping fees, or others.

What Should You Do Step by Step?

The first step is to contact the store through available official communication channels such as phone, email, or live chat. Document this communication by keeping copies of conversations and messages. Clearly request either immediate delivery of the order or cancellation and refund of your money. Give the store a reasonable period to respond, not exceeding two to three business days.

If the store does not respond or refuses to return your money, immediately move to the next step, which is filing an official complaint with the Ministry of Commerce. We will explain how to file a complaint in detail later in this article.

Fines and Penalties for Late Stores

The Saudi Ministry of Commerce deals very firmly with violating online stores. In recent news issued on December 28, 2025, the Ministry caught two online stores that were late in delivering products sold to consumers within the legally specified period. The Ministry imposed a fine of 46,000 riyals on them and issued a warning penalty due to their breach of obligations.

The penalties stipulated in the E-Commerce Law include financial fines that may reach one million Saudi riyals. They also include naming and shaming the violator and publishing their name and violation details. Additionally, the violating website can be blocked and completely closed. In serious cases, the violator is banned from practicing e-commerce activity permanently.

Third: The Second Problem - Non-Refund of Money After Cancellation

The second problem we received many inquiries about is the case of order cancellation whether by the customer or by the store itself, but the store does not return the money! This is a serious and unfortunately common problem, but the Saudi system protects you from it completely.

Your Right to Return Within 7 Days

The Saudi E-Commerce Law grants the consumer a clear right to return the item and recover their money within 7 days from the date of receiving the product. This right is known as the right to return without reason, meaning you are not required to justify the reason for returning the product. It is enough that you changed your mind or that you didn't like the product.

Products Excluded from the Right of Return

There are some products that the law has excluded from the right of return, which are: products manufactured based on the consumer's request or according to specifications he specified himself, software download products over the internet, and CDs or software programs that have been used or opened. Except for these exceptions, you have the right to return any other product.

What If the Store Cancels the Order and Doesn't Refund?

In case the store cancels your order for any reason, whether due to out of stock, price error, or any other reason, it is legally obligated to return the full amount you paid. The store has no right to keep your money under any pretext. The reasonable period for refund is 3 to 14 business days depending on the payment method you used.

What If You Cancel the Order Yourself and Don't Get Refunded?

If you cancel the order before it is shipped or during the grace period specified by the store, the store is obligated to return your money. However, if you cancel the order after it is shipped, you may be asked to return the product first and then receive the amount. In both cases, the store has no right to refuse to return your money if you meet the required conditions.

Can the Store Refuse Returns?

According to what the Ministry of Commerce confirmed, commercial stores have no right to refuse return or exchange of paid goods whether payment was in cash or by credit card or Mada. If you face rejection from any store, this is considered a clear violation of the law and you must report it immediately.

Fourth: How to File an Official Complaint Against an Online Store?

Saudi Arabia has provided several official channels for filing complaints against violating online stores. We will explain each channel in detail.

First Channel: Commercial Report App

This is the official app of the Ministry of Commerce for receiving commercial complaints. You can download it for free from the Apple Store or Google Play. After downloading and logging in, choose to submit a new report, then specify that the report is about an online store. Specify whether the store is verified in the Business Platform or has a commercial registration. Choose the type of report such as delivery delay or non-refund. Attach all evidence and documents such as purchase invoice, payment proof, and conversations with the store. Then submit the report and wait for the Ministry's follow-up.

Second Channel: Calling the Unified Number 1900

You can call directly to the Ministry of Commerce reporting center at number 1900. This line is available to answer your inquiries and receive your reports. When calling, be prepared to provide details of the problem, store name, order number, and any other relevant information.

Third Channel: Email

You can send a detailed complaint via the official email of the Ministry of Commerce at cs@mc.gov.sa. Write in the message the full details of the problem and attach all documents and evidence supporting your complaint.

Fourth Channel: Absher Platform for Electronic Crimes

In case of clear fraud and scam, you can file a report through the Absher platform. Log in to your Absher account, choose General Services, then choose the Electronic Crimes Reporting service. Follow the steps and provide all required details.

Fifth Channel: Kulluna Amn App

The Kulluna Amn app affiliated with the Ministry of Interior allows you to report electronic fraud and scam crimes. Download the app, log in, then choose the appropriate report type, write the details, and attach evidence.

Sixth Channel: Najiz Platform

If your problem is not resolved through the previous channels and you want to resort to the judiciary, you can file a complaint through the Najiz electronic platform affiliated with the Ministry of Justice. Choose Electronic Services, then File a Complaint service, specify the type of complaint as fraud and scam, and complete the required data.

Important Tips When Filing a Complaint

Keep all evidence and documents from the moment of purchase: invoice, order confirmation, payment proofs, conversations with the store, emails, screenshots. The stronger and clearer your evidence, the greater the chance of recovering your right quickly. Don't delay in filing the report, as some platforms have specific time limits for accepting complaints.

Fifth: How to Detect a Fake Store Before Buying?

Prevention is better than cure. Instead of falling into a problem and searching for solutions, it's better to make sure of the store's reliability before buying from it. Here are the methods and signs that help you.

Verification Through the Official Business Platform

The Ministry of Commerce announced that online store verification has moved from Maroof platform to the Business Platform affiliated with the Saudi Business Center. You can enter the website business.sa and use the verified online store inquiry service. Enter the store name, verification number, or commercial registration number and the verification result will appear. A verified store has a valid commercial registration or freelance document, in addition to a commercial bank account linked to the store.

Signs of a Trusted Store

A trusted store displays its data clearly: store or company name, commercial registration number or freelance document, address or at least the city, contact phone number, official email, clear return and exchange policy, clear privacy and data protection policy. The clearer and more available this data is, the more confident you are in the store.

Warning Signs of Fake Stores

The Ministry of Commerce warned of three types of fake stores spreading: stores that make false medical claims such as weight loss without diet or guaranteed baldness treatment, stores that offer quick financial profit temptations such as invest 1000 and earn 10000 in a week, and stores that sell fake accounts for electronic games such as PUBG or Fortnite accounts with rare characters and features.

Other warning signs include: prices much lower than the market unreasonably, lack of real contact information, new accounts on social media with few followers, fake reviews and similar comments, insistence on payment through insecure methods such as direct bank transfer, a poorly designed website or many language errors.

Golden Tips for Safe Shopping

Always verify the store before buying through the Business Platform. Read reviews of previous buyers and search for their experiences on social media. Avoid buying from unverified social media accounts. Use secure payment methods that provide buyer protection such as credit cards or PayPal. Don't be affected by exaggerated offers and unreasonable prices. Keep all purchase and communication proofs with the seller.

Sixth: Your Rights with International Online Stores

Many Saudis shop from international stores such as Amazon, SHEIN, AliExpress, and others. You may wonder: Do the same Saudi regulations apply to them? And how do I recover my money from them if I face a problem?

SHEIN Store

SHEIN is one of the most popular stores that Saudis shop from, especially for clothes and accessories. SHEIN's return policy allows you to return products within 15 days from the date of receipt. The first return is free in most cases. After receiving the returns in their warehouses, the amount is refunded within 10 to 15 business days. You can choose to refund the amount to your SHEIN wallet for use in future purchases, or to the original payment method you used.

To request a return from SHEIN: Log in to your account, go to My Orders, choose the order you want to return, click the Return button, select the products and reason, follow the instructions to print the shipping label, and deliver the shipment to the shipping company.

Amazon Store

Amazon Saudi Arabia amazon.sa provides a flexible return policy. You can return most products within 15 to 30 days from receipt depending on the product type. After receiving and processing the return, the amount is refunded within 3 to 5 business days. Amazon also provides A-to-Z Guarantee that protects you in case of non-receipt of the product or receiving a product different from the description.

To request a return from Amazon: Go to your account then your orders, choose the order and press Return or Replace, select the return reason, choose the shipment return method, follow the instructions and track the refund status.

Using PayPal for Protection

If you paid through PayPal, you enjoy the buyer protection that PayPal provides. This protection covers you if you did not receive the item or if the item was significantly different from the description. You can open a dispute within 180 days from the payment date.

To open a dispute in PayPal: Log in to your account, go to Resolution Center, choose Report a Problem, select the transaction you want to dispute, choose the type of problem whether item not received or item significantly different from description, provide details and evidence. PayPal will communicate with the seller and you to reach a solution. If the seller does not respond or refuses settlement, you can escalate the dispute to a Claim and PayPal will intervene to make a decision.

Refund Through Bank Chargeback

If you paid by credit card or Mada and couldn't recover your money from the store directly or through PayPal, you can resort to what is called Chargeback or payment recovery. This is a service provided by banks to protect cardholders.

The steps are: Contact the bank that issued your card and explain the problem. Request to open a dispute on the transaction. Provide the bank with all evidence: proof of purchase, conversations with the store, proof of non-receipt of the product or receiving a different product. The bank will investigate the matter and may refund the amount to your account if your claim is proven. This process may take from two weeks to two months depending on the bank and the complexity of the case.

Seventh: Summary of Your Rights as an Online Consumer

Let's summarize the most important rights guaranteed to you by the Saudi E-Commerce Law.

Before Buying

You have the right to know the store's data and identity clearly. You have the right to see a detailed and accurate description of the product. You have the right to know the total price including taxes and delivery fees. You have the right to know the expected delivery date. You have the right to know the return and exchange policy. You have the right to know after-sales services and warranty if available.

After Buying

You have the right to receive the product within 15 days or according to the agreed date. You have the right to be informed of any expected delay. You have the right to cancel the order and recover your money if the delay exceeds 15 days. You have the right to return the product and recover your money within 7 days of receipt without giving a reason. You have the right to obtain a tax invoice for purchases.

When a Problem Occurs

You have the right to file an official complaint through available channels. You have the right to have your complaint reviewed and action taken on it. You have the right to recover your money in full when your right is proven. You have the right to receive compensation in some cases.

Frequently Asked Questions

What is the legal period for order delivery from an online store?

The legal period is a maximum of 15 days from the date of completing the purchase, unless there is a prior agreement on another specific date between the seller and buyer.

What do I do if the shipment is delayed more than 15 days?

First, contact the store and request either immediate delivery or cancellation and refund. If they don't respond, file a report through the Commercial Report app or call 1900.

Can I return the product without a reason?

Yes, you have the right to return the product within 7 days of receipt without giving a reason, provided that the product is in its original condition and has not been used, and is not one of the excluded products such as custom-made products.

The store canceled my order and didn't refund my money, what do I do?

Contact the store first and request a refund. If they refuse or ignore, file a report with the Ministry of Commerce. You can also contact your bank to request a refund through the card if you paid by credit card.

How do I make sure the online store is reliable?

Use the inquiry service on the Business Platform business.sa to verify the store's verification. Make sure there is a valid commercial registration or freelance document. Search for the experiences of other buyers.

Do Saudi regulations apply to international stores like SHEIN and Amazon?

International stores are subject to their own policies which are often similar. However, you can use PayPal buyer protection or request a refund from your bank (Chargeback) if you face a problem.

What is the maximum penalty a violating store can face?

Penalties include financial fines up to one million riyals, naming and shaming, blocking and closing the website, and banning from practicing the activity. The case may be referred to the Public Prosecution in cases of fraud and scam.

Can I file a complaint if the store is not verified?

Yes, you can file a complaint through the Absher platform for electronic crimes or the Kulluna Amn app, where these cases are dealt with as electronic fraud.

Conclusion

Online shopping is a great blessing that saves us time and effort and allows us to access products from all over the world. But with this blessing comes the responsibility to be aware consumers who know our rights and protect them. The Saudi system provides strong protection for the online consumer, but this protection is useless if you don't know it and use it.

Always remember: verify the store before buying, keep all proofs, don't hesitate to claim your right, and use official channels to file complaints. Your money and rights deserve to be defended.

Share this article with your family and friends so they know their rights too, and don't hesitate to ask any question or inquiry. We wish you safe and enjoyable shopping!