Return and Exchange Policy

At Doos, we are committed to upholding consumer rights in accordance with the regulations of the Saudi Ministry of Commerce. Below is our Return and Exchange Policy based on the type of product.

Due to the sensitive nature of certain products, such as fresh fruits and vegetables, and their susceptibility to changes during storage and transportation, requests for returns or exchanges of these products must be submitted within 24 hours of order delivery. Any requests received after this period will not be accepted.

First: Packaged Products (Pre-packed and Sealed Food Items)

Exchanges are permitted only in the following cases:

If the product is expired at the time of purchase or shows signs of spoilage.
If the product is damaged, leaking, swollen, or defective upon delivery. The assessment of damage is determined by the Doos application. If it is found that the damage, leakage, or swelling was caused by the customer, the customer will not be entitled to a return or exchange.
If the product does not match what was displayed or differs from the order.
If the customer requests a return for reasons unrelated to the above cases, a return shipping fee will be charged to cover the cost of transporting the products from the customer back to Doos.

Second: Fruits and Vegetables

Returns or exchanges are not allowed except only allowed in the following cases:

Clear spoilage or damage at the time of delivery.
If the product does not match what was displayed (type, weight, country of origin).
If items different from those ordered were delivered.

Third: Desserts and Sweets

Due to the nature of these products and their sensitivity to storage and transportation conditions, returns or exchanges are only allowed in the following cases:

If the product is spoiled or expired at the time of delivery.
If there is clear damage caused by improper storage or transportation, as determined by the Doos application.
If the product does not match what was displayed or differs from the order.
The customer is not entitled to request a return or exchange if the damage or change resulted from improper use or storage after delivery. The assessment of damage is determined by Doos.

Fourth: Electronic Products

Return Policy: The customer has the right to return the device within 24 hours from the time of delivery, provided that the following conditions are met:

The product must be in its original condition exactly as received.
The original packaging, including the box, labels, and all accessories, must be intact and undamaged.
Any damage to the packaging or missing accessories may result in rejection of the return request.
If the product has been opened, used, or tested, it cannot be returned unless there is a documented manufacturing defect.
Customers may return the device within 24 hours from the time of order delivery, provided that the following conditions are met. A return shipping fee will be charged for transporting the product back to the company's branches.

Exchange Policy:

Exchanges are strictly prohibited except in cases of manufacturing defects only. If a manufacturing defect is found, the following steps apply:

The product must be in its original condition exactly as received.
The original packaging, including the box, labels, and all accessories, must be intact and undamaged.
Any damage to the packaging or missing accessories may result in rejection of the exchange request.
The delivery representative will collect the device from the customer and transfer it to the concerned department for inspection.
Once the defect is confirmed, the device will be replaced with the same model.
The replacement device will be sent without new packaging, as the original packaging will be reused for warranty and inspection purposes.
If the issue is reported after 24 hours of delivery, the customer will be referred to the manufacturer according to the product warranty.

Fifth: Cosmetics and Personal Care Products

Due to the nature of cosmetic products and their relation to public health, returns or exchanges are not allowed after leaving the branch for health and regulatory reasons, except in the following cases:

The product is damaged or leaking, or the packaging was defective before use.
The product is expired at the time of purchase.
The product does not match what was displayed (type, color, brand).
The product must be unopened, unused, returned in its original packaging, and in the same condition as at the time of purchase.

Sixth: General Conditions for All Products

Refunds will be issued using the same payment method used, to the application wallet upon customer request, or via bank transfer in the case of cash payments.
Products that are partially used, tampered with, or missing content will not be accepted unless there is a clear defect.

Seventh: Return Shipping Fee

A return shipping fee of SAR 15 will be charged to cover the cost of transporting the returned products to Doos branches. Once the customer confirms the return request and agrees to the applicable fee, a pickup appointment will be scheduled, and a courier will be dispatched to collect the products and complete the return process. The return shipping fee will be deducted from the refundable amount, unless the return is due to an error by Doos or a defect in the product.

Eighth: Refund Processing Time

Application Wallet: The refund amount will be credited to the application wallet after the return request is approved.
Online Payments (Mada – Visa – Mastercard – Apple Pay): The refund request will be submitted by Doos immediately after approval. Refund processing time depends on the customer's bank and usually takes 5 to 7 business days, depending on the payment service provider (Mada/Visa/Mastercard). The final duration is subject to the issuing bank's procedures.
Bank Transfer: Used only for Cash on Delivery orders. The refund will be processed within 7 to 14 business days after approval of the return request, once the customer provides correct bank account details.