What is the Riyadh Timber refund policy?
Riyadh Timber refunds the full order value within 14 business days for defective products, wrong specifications, or undelivered shipments. Refunds are issued only through the original payment method, and the policy applies to every order delivered inside the Kingdom of Saudi Arabia.
This policy aligns with the Saudi E-Commerce Law issued by the Ministry of Commerce and the Consumer Protection Association regulations safeguarding the buyer when a non-conforming product is delivered.
Processing time begins from the date our customer service team confirms receipt of your claim and supporting documents (invoice and photos of the defect), not from the original order date.
When am I entitled to a refund?
Refunds apply in four cases: receiving a factory-defective product, receiving specifications different from the order, non-delivery beyond 7 business days from the confirmed date, or cancellation before warehouse preparation begins.
Covered defects include factory cracks, delamination of plywood plies, infestation in solid timber, and resin failure in WBP boards.
Cancellation after preparation or cut-to-size production has begun does not qualify for a full refund and is subject to the preparation deduction set out in the return policy.
How long does refund processing take?
Refund processing takes a maximum of 14 business days from approval. Mada and Visa payments are returned within 3-7 business days, bank transfers within 2-5 business days, and digital wallets within 24-48 hours from the issuance of the refund order.
The 14-business-day cap matches Article 12 of the Saudi E-Commerce Law for the maximum refund window on electronic payments.
Delays from the issuing bank in displaying the refund on your statement are not part of Riyadh Timber's processing window. Our window ends when the payment gateway issues the refund instruction.
What are the steps to file a refund request?
Five steps secure a refund: contact us within 7 days of delivery, submit invoice and photos, technical inspection within 3 business days, formal email approval, then refund execution within 14 business days through the original payment method.
- Notify within 7 days: contact [email protected] or WhatsApp +966 50 905 3548 within 7 days of delivery, citing the invoice number.
- Submit documents: clear photos of the defect from 3 angles, copy of the invoice, and the delivery waybill.
- Technical inspection: our quality team inspects the product within 3 business days, on-site or via photos, and issues an acceptance or rejection report.
- Formal approval: an email confirms the refund reference, approved amount, and disbursement method.
- Refund execution: the amount is transferred within 14 business days via the original payment instrument (Mada, Visa, bank transfer, or digital wallet).
What is excluded from refunds?
Five cases are non-refundable: cut-to-size boards, chemically treated timber on customer request, products already used or installed, items discounted at 20% or more, and claims filed more than 7 days after delivery.
Indonesian plywood and formwork panels cut to a contractor's cut list are excluded because they are produced to a specific order and cannot be resold.
Chemical treatments (fire retardant, termite protection, or custom paint) are bespoke services whose value is non-refundable once applied to the timber.
How do I reach the Riyadh Timber refund desk?
Reach customer service via [email protected], WhatsApp +966 50 905 3548, or phone +966 50 905 3548. Working hours are Saturday to Thursday, 8 AM - 6 PM. Quote the invoice number in every message to expedite processing.
If your claim is not answered within 3 business days, you may escalate via the Saudi Consumer Protection Association or the Ministry of Commerce through the Maroof platform.
We retain refund records for 5 years per Zakat, Tax and Customs Authority requirements; you may request a copy of your file at any time.
Frequently asked questions about refunds
Yes, the full amount paid including shipping fees is refunded when the defect originates from the factory or order preparation. If the customer cancels after dispatch, transport fees are not refunded.
Refunds are issued only through the original payment method in line with the Saudi Anti-Money Laundering Law. Card payments return to the card; bank transfers return to the same account.
If the request is rejected, you may escalate to the Saudi Consumer Protection Association through the Maroof platform of the Ministry of Commerce, and the case will be reviewed within 15 business days.
Yes, BNPL orders are cancelled through the provider's gateway and remaining instalments are voided within 3-5 business days of Riyadh Timber's refund approval.
Yes, only the value of the defective boards can be refunded while you keep the conforming items in your shipment. The partial refund value is calculated from the original invoice.
No. The 14-business-day window applies to all orders regardless of value. Orders above SAR 500,000 may require finance director sign-off before disbursement.
Need to file a refund request?
Send your invoice number and case description to our customer service inbox. You will receive a formal reply within 24 working hours with the status and remaining steps.