Payment, Cancellation, Return and Refund Policy

The Arabic version of this document is the original, authoritative and governing version for interpretation and application. The English version is provided for convenience only. In the event of any conflict, inconsistency or ambiguity between the two versions, the Arabic version shall prevail to the extent permitted by the laws and regulations of the Kingdom of Saudi Arabia.

This Policy forms part of the User Terms. Mandatory law and the term giving the consumer greater protection prevail where applicable.

1. Scope

This Policy governs customer payment, cancellation, exchange, return and refund. Merchant settlement is governed separately by the Merchant Agreement and financial schedule. The current merchant settlement cycle is ten (10) business days; the Merchant Agreement governs eligibility, cycle cut-off and transfer timing.

2. Payment Methods

Only methods displayed at checkout are available and may include cards, digital wallets or approved buy-now-pay-later services. OTNZA's current contracted payment service provider is HyperPay, and OTNZA may replace or add a provider when the service is updated. Sensitive card data is processed by the payment provider; OTNZA does not store the full card number or security code where the provider hosts or processes the sensitive payment elements.

3. Authorisation and Verification

The payment provider may place a temporary authorisation before final capture and may decline or require additional verification. The user is responsible for accurate payment information and authority to use it. After collection, HyperPay transfers collected amounts to OTNZA under its banking arrangements, and merchant entitlements are then settled separately under the Merchant Agreement. This Policy does not create any right for a user or merchant to treat a displayed balance as a wallet or deposit.

4. Multi-Merchant Orders

One payment may cover multiple merchants, but a separate sub-order is created for each. A sub-order may be cancelled or refunded independently, and invoices and credit notes follow the relevant supplier.

5. Cancellation Before Shipment

A customer may cancel until the parcel is handed to the carrier, subject to statutory exceptions or custom production already commenced. OTNZA then stops performance where possible and starts the applicable refund process.

6. Merchant Return Policy and Statutory Return Right

The commercial return and exchange period and terms are set by the merchant policy displayed through the Platform. A merchant may offer a longer period or better benefits, but may not reduce mandatory consumer rights. Where the statutory rescission right under the Saudi E-Commerce Law applies, the consumer may rescind within the seven days following receipt of the product if the product has not been used or benefited from, subject to statutory exceptions. Expiry of that period does not eliminate separate rights relating to defect, non-conformity, misleading description or warranty. Any return period measured from receipt starts from the evidenced delivery date.

7. Exceptions

The statutory rescission or return right does not apply in cases excluded by law, including customized goods made to the consumer's request, products excluded by applicable regulation because of their nature such as items liable to deterioration, software or digital content after use or benefit begins where the law so provides, and newspapers, magazines, publications and books, as well as any other statutory or regulatory exclusion. These exclusions do not remove separate rights for defect or non-conformity where applicable.

8. Condition and Procedure

Requests are submitted through the account or Help Centre with the order number, reason and evidence where needed. Goods, accessories, gifts and the original product packaging or packaging in which the goods were delivered should be returned where it forms part of the product or is reasonably required to protect it, subject to mandatory rights. This does not mean that OTNZA provides or requires OTNZA-branded bags or packaging. Inspection may verify use, defect and conformity but will not be used to obstruct a mandatory right.

9. Return Costs

The customer bears return cost for a change of mind unless better terms are offered. The merchant or responsible party bears it for defect, non-conformity, fulfilment error or pre-delivery damage.

10. Refund Amount

The refund includes the accepted item value and lawfully charged tax. Original delivery is refunded for full pre-shipment cancellation or defect/error, but not ordinarily for a change-of-mind return after correct delivery. Partial refunds allocate discounts and refundable charges to the returned item.

11. Timing

OTNZA aims to initiate the refund within two business days after an approved cancellation or accepted return and completion of any required inspection. This is a service target, not a guaranteed completion period, and may be extended where additional verification or information from a merchant, carrier or payment provider is required. The original payment method is used. Bank or provider posting may take longer; contact support if it is not reflected within 14 calendar days after execution notice.

12. BNPL and Chargebacks

BNPL refunds and instalments also follow the provider process shown to the customer. Chargebacks must not be used deceptively after receipt or while a complaint is being properly processed, without limiting legitimate dispute rights.

13. Delay or Loss

Where delivery is impossible, lost or exceeds the agreed or statutory period, the customer may seek cancellation and refund as applicable and does not bear costs caused by merchant or carrier error.

14. Contact

Use the account or Help Centre. Email: [email protected]; phone: 920034600; website: https://www.otnza.com (also accessible at https://otnza.com). OTNZA acknowledges receipt as soon as reasonably practicable, targeting two business days, and aims to resolve complaints within ten business days. These service targets may be extended where review, additional information or third-party cooperation is required, with an update in the event of a material delay.

15. Updates and Effective Date

OTNZA may update this Policy from time to time. The updated version will be published with its effective date, and OTNZA will notify the User of material changes through the Platform, email or another appropriate electronic means. Amendments apply to use and orders occurring after their effective date and do not affect completed orders or rights accrued before that date. The User may be required to accept material changes where legally required.