What is the Riyadh Timber return policy?
Our return policy lets you return unused stock items within 7 days of delivery. Returns are accepted on the condition that factory packaging is preserved and the boards have not been exposed to moisture or cut. A 15% restocking fee applies to the value of opened pallets.
The policy applies only to standard stocked products such as Indonesian plywood at 122x244 cm, standard OSB panels, and Swedish pine in nominal cross-sections.
Custom-made items fall outside this window and are handled under the refund policy only when defective.
What items are eligible for return?
Eligible items are unused standard stock products in original packaging: 122x244 cm plywood, OSB panels, pine in standard cross-sections, and MDF/HDF in standard thicknesses. Partial quantities from an opened pallet are accepted with a 15% deduction.
A full pallet sealed with the factory strap and unbroken returns at full value with no restocking fee.
Partial returns from an opened pallet require an edge inspection by our staff to confirm boards are free of forklift scratches and missing corners.
How long is the return window?
The return window is 7 calendar days from the date the delivery waybill is signed. No return request is accepted after this period. The inspection slot and warehouse drop-off must also be scheduled within the same window, citing the original invoice number.
This window matches the minimum period set by the Saudi Consumer Protection Association regulations for non-consumable goods in B2B and B2C transactions.
Public holidays do not extend the window. We recommend filing the request within the first 48 hours of delivery to allow time for inspection and processing.
What are the return steps?
Five steps: file a return request within 7 days, receive a Return Merchandise Authorization (RMA), schedule a site or warehouse inspection, transport the boards to the Olaya warehouse, then receive a credit note or refund within 7 business days of acceptance.
- File the request: email [email protected] or WhatsApp +966 50 905 3548 within 7 days, citing the invoice number and pallet count.
- RMA reference: an RMA number is issued within 24 working hours; no return is accepted at the warehouse without this reference on the return waybill.
- Inspection slot: a site inspection is scheduled within 48 hours, or a drop-off appointment is set at our King Fahd Road warehouse.
- Reverse logistics: the customer covers reverse transport, unless the return results from a Riyadh Timber error.
- Credit note: a credit note is issued for the value minus the 15% deduction on opened pallets, valid for any future order or convertible to a cash refund under the refund policy.
What items are excluded from returns?
Six categories cannot be returned: cut-to-size boards, chemically treated timber on customer request, opened glue or preservative containers, installed or painted products, items discounted at 20% or more, and boards damaged by improper post-delivery storage.
Cut-to-size boards are produced specifically to a contractor's measurements and cannot be resold, hence are excluded from returns.
Glue tubs, resins, fire retardants, and termite treatments cannot be returned once the factory seal is broken, for quality and safety reasons aligned with Saudi Food and Drug Authority guidance.
How do I contact Riyadh Timber for a return?
Contact customer service via [email protected], WhatsApp +966 50 905 3548, or phone +966 50 905 3548, during business hours Saturday to Thursday, 8 AM - 6 PM. Quote the invoice number and pallet count in your first message.
Warehouse drop-off address: King Fahd Road, Al Olaya District, Riyadh, postal code 12214. Returns are received Sunday to Thursday by appointment only.
If a dispute arises over the deduction percentage or pallet condition, the file is escalated to the Maroof platform of the Ministry of Commerce for resolution under Consumer Protection Association rules.
Frequently asked questions about returns
Yes, partial quantities from an opened pallet can be returned with a 15% deduction from the value of the returned amount, provided the boards are uncut, unused, and the return is filed within the 7-day window.
Reverse shipping is the customer's responsibility unless the return is due to a Riyadh Timber error or a factory defect. In those cases, we dispatch our pickup truck at no charge.
No. Cut-to-size boards and chemical treatments (fire/termite) are non-returnable because they are project-specific and cannot be resold.
Yes, the window is 7 calendar days including Fridays and public holidays. We advise notifying us within 48 hours of delivery to leave enough time to schedule the inspection.
A credit note is issued by default, valid for 12 months. A cash refund is available under the refund policy, within 14 business days, via the original payment method.
Notify the driver at delivery and document the damage with photos before signing the waybill. Full returns are accepted with no restocking fee when carrier damage is confirmed.
Need to return an order?
Send your invoice number and pallet count to customer service. You will receive an RMA reference within 24 working hours along with scheduling instructions.