Shipping and Delivery Policy (Consumer Rights and Obligations)

Al Ruwad Store is committed to providing a reliable and transparent shipping and delivery service. This policy clarifies the rights and obligations of both the store and the consumer regarding order processing, shipping, and delivery.


First: Delivery service scope

  1. The store provides shipping and delivery services to cities and regions covered by the contracted shipping companies within the Kingdom of Saudi Arabia.
  2. Delivery may not be available to some remote locations or areas, and the store reserves the right to decline to fulfill the order or suggest an alternative delivery method if the customer's address cannot be reached.


Second: Preparing the orders

  1. Order processing begins after payment confirmation or order approval according to the chosen payment method.
  2. Order processing time varies depending on the type of product and its availability, and this will be explained when needed.


Third: Shipping and delivery time

  1. The advertised shipping period begins from the date of order confirmation and commencement of its execution.
  2. Shipping time varies depending on the city, shipping company, nature of the product, and operating conditions.
  3. The announced timeframes are estimates and may increase or decrease depending on shipping conditions.


Fourth: Shipping fees

  1. Shipping fees – if any – are explained before the purchase is completed.
  2. Shipping fees may vary depending on the city, product size or weight, or advertised promotions.


Fifth: Consumer Rights

  1. The consumer has the right to:
  2. Find out the shipping cost before completing the purchase.
  3. Track the order status through available communication channels or tracking methods.
  4. Receive the product in the condition agreed upon according to the approved order.
  5. Contact the store if you have any comments regarding the shipment or delivery process.


Sixth: Consumer duties

  1. The consumer is obligated to do the following:
  2. Enter accurate and complete data, including name, mobile number and delivery address.
  3. Ensure the delivery location is accessible.
  4. Respond to calls from the shipping company or store when needed to complete the delivery process.
  5. Receive the order within the timeframe specified by the shipping company when required.


Seventh: Inspecting the shipment upon receipt

  1. It is recommended to inspect the shipment and product upon receipt and ensure their safety before signing for receipt whenever possible.
  2. If there is visible damage to the shipment, the shipping company and the store must be notified as soon as possible, and the store must be provided with photos and the necessary information to consider the case.


Eighth: Delivery was not possible

  1. If delivery is not possible due to incorrect data, lack of response from the consumer, or their absence from the delivery location, the delivery process may be rescheduled according to the shipping company's policy.
  2. If any additional charges are incurred for reshipment or redelivery due to an error in customer data or failure to receive the shipment, the consumer shall bear those charges.


Ninth: Shipping delays

  1. Shipping or delivery may be delayed due to circumstances beyond the store's control, such as weather conditions, pressure from shipping companies, government decisions, technical malfunctions, or any force majeure circumstances.
  2. The store is obligated to inform the consumer of any substantial delay whenever possible, and no compensation shall be due for such delay unless the applicable regulations stipulate otherwise.


Tenth: Large products and installation

  1. Some large products, such as air conditioners, refrigerators and large household appliances, may require an authorized person to be present at the delivery location.
  2. If some products require installation or operation by the dealer or authorized agent, the shipping service does not include installation or operation unless the store declares otherwise.


Eleventh: General Provisions

  1. The responsibility for the product passes to the consumer or their representative upon receipt, in accordance with applicable regulations.
  2. Exchanges and returns are subject to the store's approved exchange and return policy.
  3. The store reserves the right to amend this policy at any time in accordance with applicable regulations, and the amendment shall become effective from the date of its publication on the website.