Refunds & Returns

Last updated: August 2026

Your 7-day right of withdrawal

As a consumer buying online in Saudi Arabia, you have the right to withdraw from your purchase within seven days of receiving the goods under Article 13 of the E-Commerce Law (Royal Decree M/126 of 2019), in the circumstances that law defines: broadly, that the goods have not been used and you have not received the benefit of them, and that they are not goods made to your own specification. To withdraw, send us a clear statement by email at theteam@insectscreenssaudiarabia.com with your order number before that period ends. Any clear statement will do.

What you get back

We refund the price you paid, using the same payment method you used. The law requires the refund to follow your withdrawal without undue delay, and in practice we process it as soon as the goods reach us.

You pay the direct cost of returning the goods unless the return is because of our error. Unrolling a screen and offering it up to the window is fine. Cutting it to size is not, because it cannot then be resold.

Screens made to your measurements

If we make a screen to the measurements you give us, for example through our quote service, it is made to your own specification, and the E-Commerce Law excludes custom-made goods from the withdrawal right once we have started making it. We say this on the quote form too, so you know before you order. This is a different thing from a standard size that you cut down yourself at home: standard sizes keep the full withdrawal right until you cut them.

If anything is wrong with a made-to-measure item, just contact us. Faulty or incorrect goods are always put right, and the exclusion above does not touch your rights over defects.

If something is faulty

If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you: repair, replacement or refund, and we cover return costs for faulty items. Your rights are protected under Saudi consumer-protection rules overseen by the Ministry of Commerce, including the Anti-Commercial Fraud Law.

How to start a return

Email theteam@insectscreenssaudiarabia.com with your order number and tell us whether you are withdrawing or reporting a fault. We reply with the return address and the next step. Please do not send anything back before you hear from us, so your parcel does not go astray.

Consumer dispute resolution

If a dispute arises we would much rather settle it with you directly, so please contact us first. If we cannot resolve it, you can raise a consumer complaint with the Ministry of Commerce (mc.gov.sa), and disputes under the E-Commerce Law go to the Committee for the Settlement of E-Commerce Disputes established under that law.