Introduction 

This Returns Policy sets out the basis on which we will deal with returns for customers who purchase from a seller listed on the tafta website www.tafta.sa or the tafta mobile app (collectively, the “Platform”) 
By purchasing from our Platform, you agree to deal in accordance with this Return Policy.

 

General Terms that apply to all returns 

tafta reserves the right to return the product to the customer if the returned product does not meet the company's guidelines or conditions. The customer is not entitled to a refund if the product is not returnable. If a product return request is denied at any stage, we will make two (2) attempts to return the product to the customer. If delivery attempts are unsuccessful, we will only hold the Product for three (3) business days in our delivery center. The customer can make a request to our Customer Care team for another attempt within three (3) business days after the last notified attempt. If we receive a request from the customer for another attempt within three (3) business days after the last notified attempt, we can arrange the last attempt to re-deliver the product to the customer within two (2) business days otherwise the product will be sent to liquidation and the customer will not be able to apply for the product back. If you have any questions regarding the returned product, please contact tafta Customer Service.
 
If the returned product(s) are not delivered to the customer after the first two delivery attempts, we will attempt to contact the customer to inform them about the return request. If the customer responds to the call attempts and requests a return within 7 days from the date of the first conversation, we will make three attempts to deliver the product, if the customer does not respond to these three attempts or does not wish to receive the product(s), the product(s) will be disposed of and we will not be responsible for refunding the amount of the product(s).

 

Terms and Conditions for Accepting Returns 

The product must be returned in its original, unopened packaging. 
If the product has been used, the original packaging has been opened or the original protective cover has been removed, the refund request will be denied and the product will be returned. 
For all warranty-marked products, please refer to the seller's warranty or manufacturing defects, and the customer should directly contact the seller's/manufacturer's service center as applicable if the return is not accepted. 
Returns will not be accepted unless the customer has been informed of the acceptance of the return. 
Only products categorized under the aforementioned categories are returnable, products categorized under other categories such as: Consumables, masks, underwear, etc. are not eligible for return.

 

Procedure upon receipt of the return request 

Depending on your location, it may take up to a week for your return to reach us. Once the product arrives at our storage and fulfillment center, you must allow two (2) business days for us to receive and process your returned product. After the return is processed, it may take between five (5) to seven (7) business days to credit the refund to your credit card account or your tafta wallet in case of cash payment. The amount of the refund depends on the condition of the returned product.

 

Return Window 

Unless otherwise specified, tafta offers a seven (7) day return window from the date you receive your shipment in the case of returnable products.

 

Categories and returnability of products 

• Made-to-order or customized products: Products that are made-to-order or products that have been modified by the customer are not eligible for return.
   
• Fashion: Clothing items such as undergarments, underwear, bathing suits, bras, and socks are not eligible for return. 
  Clothing products may be returned provided they have not been used, worn, washed or damaged, and all labels and tags are intact and in their original packaging. 
  Shoes, glasses, watches, bags and luggage must be returned in their original packaging and must have all labels intact.
   
• Beauty & Health: Hair and personal care products, vitamins and supplements, and sports nutrition products are not eligible for return. 
  Beauty products (cosmetics, skincare, etc.), fragrances, and health products that have been opened or used are not accepted.
   
• Office Supplies and Tools: The product must be returned in its original condition, including all original packaging materials (manuals, accessories, etc.) 
  Any used or damaged product will not be accepted for return.

 

Return Frequently Asked Questions 

When you return a product there may be a difference in the refund amount and payment method. The refund amount and payment method may vary based on the condition of the product, how long the product has been with you, and how the product was purchased.
 

• – How does tafta handle refunds after returning a product? 
  After tafta receives the product from you, the product undergoes a thorough inspection. Once it passes the quality check, a refund is initiated to the original source of payment.
   
• – What if I used a credit or debit card? 
  An automatic transfer will be made to the original source's account within 14 days, depending on your bank.
   
• – What if I pay in cash? 
  Cash payments will be credited to your tafta wallet. If the amount exceeds SAR 50, it can be transferred to your bank account.
   
• – What if I pay using the Buy Now Pay Later option like Tabby or Tamara? 
  The refund will appear in the customer's account within 14-21 days depending on your Buy Now Pay Later company
   
• – How can I stay informed about the status of my refund request? 
  To check the status of your request please visit the “My Account” page for updates on your request
   
• – Why have I only received part of my refund? 
  Refunds are processed per product and you may see part of your refund while the rest is still being processed. Shipping fees and COD fees are non-refundable once the product is delivered to you.