We want you to love your order. If something isn't right, here's how we make it easy.
Our team will respond within 24 hours.
We currently do not offer exchanges. If you need a different size, colour, or product, simply:
Items are not reserved during the return process, so we recommend placing your new order early if availability is limited. Orders cannot be cancelled after dispatch. Once delivered, returns must follow this policy.
Your item must be:
Returns that do not meet these conditions may be rejected.
For hygiene and safety reasons, the following cannot be returned once opened:
Also not eligible:
Any special conditions will be clearly shown at checkout.
| Reason for Return | Who Pays |
|---|---|
| Defective or incorrect | We cover it |
| Change of mind | Customer covers shipping |
All returned items are inspected. Returns may be rejected if items:
Payment methods:
Original shipping fees are not refunded (unless the item is faulty or incorrect).
| Stage | Timeframe |
|---|---|
| Response | Within 24 hours |
| Review | 2–3 business days |
| Refund | Up to 14 days after approval |
If a return is approved but not handed over on time, the request may be cancelled.
If something isn't right:
We'll fix it at no cost to you.
Our team is here for you:
WhatsApp: via the contact button on the Website
Email:[email protected]
Al-Ahli Club Company (شركة نادي الأهلي), CR No. 7000750385, VAT No. 311713130100003, registered at Prince Mohammed bin Abdulaziz Branch Street, Al-Rehab District, P.O. 23345, Jeddah, Kingdom of Saudi Arabia (the "Store"), is committed to delivering every order at the quality our customers deserve.
This Return & Refunds Policy (the "Policy") sets out the terms governing order cancellations, returns, and refunds, in full compliance with:
By placing an order through the Store, the Customer acknowledges acceptance of the terms of this Policy.
In accordance with Article 6 of the E-Commerce Law, the Customer's contracting party is:
| Legal Name | Al-Ahli Club Company (شركة نادي الأهلي) |
|---|---|
| Entity Type | Saudi Joint-Stock Company |
| Unified CR Number | 7000750385 |
| VAT Registration Number | 311713130100003 |
| National Address | JCRA3681, Building 3681, Prince Mohammed bin Abdulaziz Branch Street, Al-Rehab District, P.O. 23345, Jeddah, KSA |
| Customer Service | Via WhatsApp button on the Website / [email protected] |
| Ministry of Commerce Unified Number | 1900 |
3.1 All prices displayed on the Store are stated in Saudi Riyals (SAR) and are inclusive of 15% Value Added Tax (VAT), unless otherwise expressly stated.
3.2 Shipping fees, where applicable, shall be displayed transparently before order confirmation.
3.3 Upon order confirmation, the Store shall issue an electronic tax invoice compliant with ZATCA's E-Invoicing Regulations (FATOORA), which shall be sent to the Customer's registered email.
4.1 The Customer may cancel an order within four (4) hours of order confirmation, provided the order has not yet been handed over to the shipping carrier.
4.2 No cancellation shall be accepted after the expiry of the period set forth in Clause 4.1, or once the order has been dispatched.
4.3 Cancellations made within the eligible period shall result in a full refund issued in accordance with Section 14 below.
5.1 In addition to any other right granted under this Policy, the Customer has the statutory right to withdraw from the purchase contract within seven (7) calendar days from the date of delivery, without providing any reason and without incurring any penalty, save for the cost of return shipping.
5.2 To exercise this right, the Customer shall notify the Store via the contact channels set forth in Section 10 prior to the expiry of the seven-day period.
5.3 The product must be returned in its original, unused, and unaltered condition, with all original tags, labels, and packaging intact, accompanied by the purchase invoice or order number.
Pursuant to Article 21 of the E-Commerce Law and Article 14 of its Implementing Regulations, the right of withdrawal does not apply to the following categories:
Independently of the statutory right of withdrawal, the Customer may request a return within seven (7) calendar days of receipt in any of the following cases:
In all such cases, the Store shall bear the full cost of return shipping and any associated expenses.
The Store does not offer direct product exchanges. In the event that the Customer wishes to obtain a different size, colour, or product, the Customer must:
All returns and new purchases shall be treated as independent transactions. The Store does not guarantee availability of any product following initiation of a return request, and shall not reserve or hold any product pending completion of a return process. Customers are responsible for placing a new order for alternative items at their discretion; the timing of any new purchase remains the sole responsibility of the Customer.
8.1 Returns shall not be accepted for items bearing personalized printing (custom name and/or number), save where a manufacturing or printing error attributable to the Store is duly established.
8.2 Prior to confirming any personalized order, the Customer is required to verify the accuracy of the requested name and number. The Store shall bear no liability for errors arising from incorrect Customer input.
In the event of receiving an incomplete or damaged order, the Customer shall notify customer service within forty-eight (48) hours of delivery, providing:
Upon verification, the missing or replacement item(s) (where applicable and at the Store's discretion) or a refund shall be provided.
10.1 To initiate any return, exchange, or complaint, the Customer shall contact the Store within the applicable period by emailing [email protected] or through the WhatsApp contact button available on the Website, providing:
10.2 The Store shall acknowledge receipt within twenty-four (24) hours.
10.3 Escalation: if the Customer is not satisfied with the resolution provided by the Store, the Customer may escalate the complaint to:
| Stage | Timeframe |
|---|---|
| Initial response and acknowledgment of receipt | Within 24 hours |
| Review of the request and decision | Within 2–3 business days |
| Execution of the return or reshipment | Within 7 business days |
Where a return request has been approved and a return shipment has been scheduled, the Customer must hand over the product within the communicated timeframe. If the Customer fails to hand over the return shipment, misses a scheduled collection, or otherwise does not cooperate with the return process, the Store reserves the right to cancel the return request without further liability.
| Scenario | Responsible Party |
|---|---|
| Product received damaged or non-conforming | Store |
| Error in printing or order fulfilment | Store |
| Statutory withdrawal (Section 5) — change of mind | Customer |
| Drop-off at the nearest shipping branch | Free of charge |
| Home pickup service | Customer (additional fees apply) |
| Return rejected upon inspection | Customer (bears reshipment cost) |
14.1 Approved refunds shall be issued automatically to the original payment method used by the Customer, within a maximum of fourteen (14) calendar days from the date of approval of the return request, in compliance with Article 14 of the Implementing Regulations of the E-Commerce Law.
14.2 Where a shipment is confirmed as lost in transit, the Store shall issue a full refund or arrange a replacement at no additional cost to the Customer.
14.3 The applicable refund mechanism shall be as follows:
| Original Payment Method | Refund Mechanism |
|---|---|
| Mada / Credit Card (Visa, MasterCard) | Refunded to the same card |
| Tamara (Buy Now Pay Later) | Cancellation of remaining instalments + refund of paid amounts |
| Apple Pay | Refunded to the linked account |
| Bank Transfer | Refunded to the originating bank account |
14.4 The refund shall include the value of the returned product only and shall not include original shipping fees, except in cases where the return is due to a defect or error attributable to the Store.
14.5 The Store shall not be liable for any delay attributable to the issuing bank or the payment service provider in crediting the refunded amount to the Customer's account, provided that the Store has executed the refund within the period set forth in Clause 14.1.
Original Al-Ahli branded merchandise is guaranteed to be free from manufacturing defects upon delivery. Any defect reported within the periods set forth in Sections 5 and 7 shall be remedied in accordance with this Policy and the Consumer Protection Law.
The Store reserves the right to refuse any return request that:
All returned products shall be subject to inspection upon receipt by the Store. Without limitation to other provisions of this Policy, a return request may be refused if the product:
The Customer's Personal Data collected in connection with any return shall be Processed in accordance with our Privacy Policy, available on the Store.
The Store reserves the right to amend this Policy at any time. The version of the Policy published on the Store at the time of order placement shall govern that particular transaction.
This Policy shall be governed by and construed in accordance with the laws and regulations of the Kingdom of Saudi Arabia, including in particular:
Any dispute arising out of or in connection with this Policy shall fall within the exclusive jurisdiction of the competent Saudi courts.
Al-Ahli Club Company — Official Online Store is fully compliant with the regulations of the Saudi Ministry of Commerce, the Zakat, Tax and Customs Authority (ZATCA), and the Consumer Protection Law.
