Returns & Refunds Policy

Last Updated: 07/02/2026

This page explains how returns, exchanges, refunds, cancellations, and disputes are handled on Eazli. Eazli is a marketplace that connects buyers with independent sellers and service providers. If there is any conflict between this Policy and applicable laws and regulations in the Kingdom of Saudi Arabia, such laws and regulations shall prevail.

By placing an order on Eazli, you acknowledge that you have read, understood, and agreed to this Policy.

1) Complaints Handling (how we handle complaints)

• How to submit: via email, WhatsApp, or website support (include your order number and details).
• Acknowledgment: we will acknowledge your complaint within 1 business day.
• Review & updates: we may request supporting evidence (screenshots, photos/videos, tracking records, proof of delivery). We will keep you updated until closure.
• Resolution timeframe: we aim to resolve complaints within 3 business days. If third‑party confirmation is needed (seller / logistics / payment service provider), it may take longer and we will notify you of the expected timeline.
• Escalation: if a case risks missing the target timeframe, we escalate internally to the responsible owner and management.

2) Return Policy (Products)

Returns are available for eligible products within 7 days from the order's Delivered timestamp on the Platform.

2.1 Return window (how 7 days is calculated)

• Return requests must be submitted within 7 days of the date/time your order is marked Delivered.
• The delivery date/time is determined by the Platform's Delivered timestamp based on 3PL/seller proof of delivery (POD) or OTP confirmation (where applicable).
• Requests submitted after the 7‑day window are not eligible for returns under the return policy.

2.2 Eligibility conditions

• The product must be unused, in its original condition and packaging, and include all accessories, unless the return is due to a defect, incorrect item, damage, or item not as described.
• Supporting evidence (photos/videos) may be required for defect/damage/incorrect/not‑as‑described claims.
• We may request serial numbers, labels, and packaging photos as part of the verification process.

2.3 Concealed Damage & Reporting

• Accepting delivery from the carrier confirms the outer packaging was received in good condition.
• Any concealed damage or nonvisible defects in the product's condition the customer must notify the platform and provide supporting evidence (high-quality photos and a video clearly demonstrating the damage) within a maximum of 12 hours from the 'Delivered' timestamp. Failure to report within this window will be treated as the customer's confirmation that the product was received in satisfactory condition, and subsequent damage claims will not be accepted.

2.4 Exceptions / non‑returnable items

Certain goods/services may be excluded from the standard 7‑day return right based on applicable laws or product nature. Any such exceptions will be clearly disclosed on the product page and/or at checkout prior to purchase.

• Custom‑made or made‑to‑order items manufactured according to customer specifications.
• Perishable goods, or items that cannot be returned for health or safety reasons once opened (where applicable).
• Any product that has been fully or partially assembled, or where the customer has initiated or begun any stage of assembly, even if incomplete or minimal, shall be considered non‑returnable and non‑exchangeable, regardless of the product's condition following assembly.
• Items clearly marked as "Final Sale" or "Non‑Returnable" at the time of purchase.
• Glass items or products made of fragile materials.

2.5 Return pickup/shipping fees (who pays?)

• If a return is requested due to defect, damage, incorrect item, or item not matching its description, and is supported by sufficient evidence, Eazli will facilitate the return pickup/shipping at no cost to the customer. In such cases, the seller will bear the applicable costs in line with regulatory requirements.
• If a return is requested due to change of mind within the permitted return window, the customer shall bear the return pickup/shipping cost unless otherwise stated. Any applicable fee will be clearly disclosed during the return request process before confirmation.

2.6 How to request a return (self‑serve)

• Log in and go to Account → Orders, select the relevant order, then click Request Return.
• Select the item(s) you wish to return and choose the applicable return reason.
• Upload required supporting evidence (especially for defect/damage/incorrect/not‑as‑described claims).
• Review any applicable return fees (for change‑of‑mind returns) before confirmation.
• Submit your return request; you will receive confirmation once reviewed.

2.7 Inspection & outcome

• Once the return item is received, it may be inspected by the seller and/or logistics partner to verify the condition and the stated return reason.
• Inspection timeline: Eazli aims to confirm the inspection outcome promptly and where possible within 3 business days of receipt. If additional time is required (e.g., technical verification), you will be notified with the reason and expected timeline.
• If eligible and returned in acceptable condition, the return will be approved and the refund process initiated per Section 3.
• If used/damaged or materially inconsistent with the stated return reason, the return may be rejected.
• Eazli may decline return/refund requests where there is evidence of misuse, fraud, or repeated abusive behavior. Eazli may apply proportionate restrictions where necessary to protect the Platform.

2.8 Partial returns (multi‑item orders)

• You may request a return for one or more items within the same order, subject to each item's eligibility.
• Shipping fees: if at least one item in the order is delivered and retained, original shipping fees may not be refundable.
• Discounts & bundles: refund amounts may be recalculated in a fair and transparent manner based on items retained versus items returned.

2.9 Exchanges

• Exchanges are subject to seller confirmation and item availability.
• If the requested replacement is not available, the request will be processed as a return and refund in accordance with this Policy.

3) Refund Policy

Refunds may be issued in cases of approved returns, eligible cancellations, confirmed non‑delivery or payment errors, in accordance with this Policy.

3.1 Refund triggers (examples)

• Approved return including defect / incorrect item / damage / not‑as‑described / eligible change‑of‑mind return (where permitted).
• Eligible cancellation as outlined in Section 4.
• Confirmed non‑delivery following investigation with the seller and/or logistics partner.
• Dispute or chargeback resolution based on evidence review outcome.
• Payment error (duplicate charges / incorrect capture) once verified.
• Material display/pricing/specification errors per Section 4.6.

3.2 Refund method & timing

• Refund method: refunds will be issued to the original payment method used at checkout unless otherwise required by applicable regulations.
• Refund initiation: after approval and (where applicable) receipt and inspection confirmation. Where practicable, Eazli will initiate the refund within 3 business days following approval.
• Bank/PSP processing time: the time for funds to appear may vary and is outside Eazli's direct control.
• Exceptional cases: complex verification or third‑party confirmation may extend timelines; you will be notified.

4) Cancellation Policy

Order cancellation availability depends on the processing stage. Where cancellation is no longer possible, you may still be eligible for a return after delivery subject to Section 2 and applicable law.

4.1 Customer‑initiated cancellation

• If your order is at an early stage and has not yet been processed for fulfillment, you may be able to cancel directly from your account where the self‑serve option is available.
• If the self‑serve cancellation option is not available, you may submit a cancellation request by contacting support@eazli.com including your order number. Eligibility will be assessed based on the order's status.

4.2 Seller no‑confirmation (auto‑cancel rule)

• If a seller fails to confirm an order within 24 hours, Eazli may automatically cancel the order (or the affected item) to protect customer experience.
• Any amount paid will be refunded in accordance with this Policy and applicable regulations.

4.3 Partial cancellation (multi‑seller / multi‑item orders)

• Where an order includes multiple items and/or sellers, and one item or seller is unable to confirm or fulfill, Eazli may cancel the affected item(s) only, while allowing the remainder of the order to proceed where feasible.
• Shipping fees may be recalculated based on remaining items. If no items remain after cancellation, any previously charged shipping fees will be refunded where applicable.

4.4 Cancellation fees

• If a cancellation fee applies (e.g., processing has already begun), the fee will be clearly disclosed before you confirm cancellation.

4.5 Cancellation due to delivery/execution delay

• If delivery/execution is delayed by more than 15 days beyond the estimated or agreed date, and no alternative date is agreed, you may request cancellation and a full refund.
• If no estimated/agreed delivery date was provided, the 15‑day period will be calculated from the purchase date.
• This right applies unless the delay is due to force majeure or circumstances beyond the control of the Seller/Logistics provider, and provided that the Buyer is notified of the delay and offered the option to continue or cancel where required.

4.6 Display/pricing/specification errors

• If a material error occurs in the display of an item or service (including pricing or specifications), Eazli may correct the error and notify you promptly.
• Upon notification, you may choose to proceed based on the corrected information or cancel the order and receive a refund of amounts paid.

5) Services / Consultations

• Before service commencement: you may cancel a service within the applicable statutory cancellation window provided the service has not yet started and no part has been delivered or performed.
• When a service is considered "started": a service is deemed to have started once the provider commences performance, including beginning on‑site work, delivering any part of the service/consultation, or providing digital deliverables/advice/outputs.
• After service commencement: refunds may be prorated or non‑refundable depending on the nature of the service and the portion already delivered, as clearly disclosed before purchase.
• Any applicable cancellation limitations or non-refundable portions will be clearly disclosed at checkout prior to purchase.

6) Warranty and Manufacturing Defects (where applicable)

If a defect appears after the 7‑day return window, it will be handled under the applicable warranty provided by the seller, authorized agent, or manufacturer, as disclosed on the product page and/or in the invoice and/or the warranty document. Warranty terms may include specific coverage conditions and time limits, to the extent permitted by applicable law. Eazli does not provide product warranties.

7) Disclosures & Responsibility Allocation

7.1 Invoice & order confirmation information

• Order confirmation and invoice will include item prices, shipping/delivery charges (if any), applicable taxes, payment method, and delivery/execution arrangements.
• Where applicable, they may also include estimated delivery dates, warranty/after‑sales information, and a reference to this Policy.

7.2 Platform vs seller responsibilities

• Seller responsibilities: accuracy of product/service description and specifications, product quality and authenticity, delivery/installation/service execution, and handling defects/non‑conformity/warranty obligations in accordance with applicable laws.
• Platform responsibilities: clear disclosures at checkout, facilitating returns/refunds/cancellations/dispute workflows, and enforcing marketplace rules and controls to ensure consumer rights are delivered.

8) Contact Us

If you have any further questions, comments, or complaints regarding your order, please contact us at: support@eazli.com or via WhatsApp: +966 55 298 4999

9) Updates

We keep this Policy under regular review and may update it from time to time. Please check the "Last Updated" date at the top of this Policy to see when it was most recently revised. By continuing to use Eazli after any update, you acknowledge and agree to the updated Policy from its effective date of publication.