NAWA FOODS 

Return & Exchange Policy 

Effective Date: 24 May 2026 

This Return & Exchange Policy (the "Policy") explains your rights and the procedures that apply when you wish to return, exchange, or obtain a refund for a Product purchased from Nawa Foods. This Policy is part of, and must be read together with, the Nawa Foods Terms of Service. 

This Policy is issued in compliance with the laws and regulations of the Kingdom of Saudi Arabia, in particular the E-Commerce Law (Royal Decree M/126) and its Implementing Regulations, the consumer protection rules of the Ministry of Commerce, the Saudi Food and Drug Authority ("SFDA") food-safety regulations, and the payment-services rules issued by the Saudi Central Bank ("SAMA"). 

1. Your 7-Day Right of Withdrawal 

Under Article 38 of the Implementing Regulations of the E-Commerce Law, you may withdraw from your purchase within seven (7) days of receiving the Products, without giving any reason, provided that: 

• The Product is in its original, sealed, and unused condition; 
• The original packaging, tags, accessories, and any free gifts are returned with it; 
• The Product is not listed in Section 3 (Non-Returnable / Non-Refundable Items). 

To exercise this right, contact us through any of the channels in Section 9 within the 7-day window. Once your return is approved, you will receive return instructions and (where applicable) a free pickup or a prepaid return label. 

2. Defective, Damaged, Expired, or Wrong Items 

In addition to the 7-day right of withdrawal, you are entitled to a full refund or a free replacement (at your choice) at any time within the Product's shelf life if the Product is: 

• Damaged or tampered with at the time of delivery; 
• Expired on the date of delivery, or has a remaining shelf life shorter than what was disclosed at checkout; 
• Materially different from its description, image, weight, or ingredient list; 
• Unsafe for consumption, contaminated, or recalled by the SFDA or the manufacturer; 
• Different from what you ordered (wrong item or wrong quantity). 

You must notify Nawa Foods within forty-eight (48) hours of delivery and provide supporting evidence such as photographs of the Product, the packaging, the batch number, and the delivery receipt. We may, at our discretion, request that the Product be made available for collection for inspection. 

3. Non-Returnable / Non-Refundable Items 

For health, safety, and hygiene reasons, and consistent with Article 39 of the Implementing Regulations of the E-Commerce Law and SFDA food-safety standards, the 7-day withdrawal right does not apply to the following items unless they are defective, damaged, expired, or otherwise non-conforming on arrival: 

• Perishable food and beverage Products, including fresh produce, meat, poultry, seafood, dairy, eggs, and bakery items; 
• Chilled or frozen Products requiring cold-chain handling; 
• Freshly prepared meals and ready-to-eat items; 
• Sealed Products whose seal has been broken or whose packaging has been opened; 
• Nutritional supplements, vitamins, herbal preparations, and wellbeing products once opened or once their tamper-evident seal is broken; 
• Products tailored, customised, or prepared to the Customer's specifications; 
• Products that, by their nature, become inseparable from other items upon delivery; 
• Items sold as "final sale", "clearance", or marked as non-returnable on the product page; 
• Gift cards, e-vouchers, and digital codes once activated or delivered. 

For all of the above items, your rights in respect of defects, damage, expiry, or non-conformity (Section 2) remain fully preserved. 

4. How to Request a Return or Exchange 

1. Open your Nawa Foods account and go to "My Orders", or contact our Customer Care team (Section 9). 
2. Select the Order and the item(s) you wish to return or exchange, choose a reason, and upload photographs where required. 
3. Wait for our confirmation by email or in-app notification. Approved requests will include the return method (free pickup, drop-off point, or prepaid label). 
4. Hand over the Product in its original packaging together with the invoice or order number. Refunds are processed once the Product is received and inspected. 

Return requests should be submitted within seven (7) days for ordinary returns and within forty-eight (48) hours for damaged, expired, or wrong items. 

5. Exchanges 

You may request an exchange for an item of equal value, subject to stock availability. If the requested replacement is of higher value, the price difference is payable before dispatch. If the replacement is of lower value, the difference will be returned via the original payment method or as Nawa Foods wallet credit, at your choice. 

Exchanges for perishable, chilled, or frozen Products are only available where the item delivered was defective, damaged, expired, or non-conforming. 

6. Refund Methods and Timelines 

Once a return is approved and (where applicable) the Product is received and inspected, refunds are processed to the original payment method. In line with SAMA payment-services rules and the Implementing Regulations of the E-Commerce Law, refunds are issued within a maximum of fourteen (14) days from the date of approval. The actual time the refunded amount appears in your account depends on the payment method and the issuing bank: 

Not refundable in cash; refunded to IBAN or wallet 

If you paid by cash on delivery, the refund will be issued to the bank account (IBAN) registered in your name or, at your choice, as Nawa Foods wallet credit. Refunds cannot be returned in cash. 

7. Return Shipping Costs 

• If the return is due to a Nawa Foods error (defective, damaged, expired, wrong item, or non-conforming Product), Nawa Foods bears the full cost of return shipping. 
• If you exercise your 7-day withdrawal right without a fault on our side, the cost of return shipping is borne by the Customer, unless we agree otherwise in writing. 

8. Cancellations Before Dispatch 

You may cancel an Order free of charge any time before it has been dispatched. Once dispatched, the cancellation request will be treated as a return and is subject to Sections 1 to 7. For freshly prepared or made-to-order items, cancellation may not be possible once preparation has begun. 

9. Complaints and Customer Care 

If you are not satisfied with the way your return, exchange, or refund has been handled, please contact us first: 

• Email: support@nawafoods.com 
• Phone / WhatsApp: +966 [insert number] 
• In-app chat: available 7 days a week 

If we cannot resolve your complaint, you may file it through the Ministry of Commerce consumer-protection channels (the "Balagh Tijari" service or the Ministry's e-commerce dispute platform), or through the competent court in the Kingdom of Saudi Arabia. 

10. Updates to this Policy 

Nawa Foods may update this Policy from time to time to reflect changes in the law or in our services. The current version is always available on the Platform, with the effective date shown at the top. In case of any inconsistency between the Arabic and English versions of this Policy, the Arabic version shall prevail.