Returns and Refunds
How to request assistance
Email sales@gastrona.sa with your order or invoice reference, product and quantity, receipt date and reason for the request. Include photographs for damage or incorrect items. Do not send card details or passwords.
Ask our team for return instructions and the appropriate receiving address before arranging shipment. Keep your correspondence and shipping documents.
Consumer rights
Article 13 of the Saudi E-Commerce Law provides a consumer cancellation right within seven days following receipt of a product or contracting for a service, where the product or service has not been used or benefited from, subject to statutory exceptions and warranty rights. Cancellation costs are borne by the consumer unless otherwise agreed. See the official text for applicability and exceptions.
Exceptions and delay
Made-to-order or customer-specified manufacture is excepted unless defective or nonconforming. Damage caused by consumer mishandling is excepted. A special order is not automatically custom manufacture. Other statutory exceptions remain applicable.
Article 14 preserves cancellation and reimbursement for delay beyond 15 days from contracting or beyond the agreed date, subject to its conditions and force-majeure exception. We notify you of material expected delays. This is not a promised delivery period.
Refunds and special orders
Each request is reviewed against applicable statutory rights and the approved order terms. Approved refunds are processed so that the customer receives the refund within up to 14 calendar days after the returned product is received and approved by GASTRONA, subject to the original payment method. This 14-day processing period does not extend or replace the statutory return or cancellation rights described above and does not create an additional warranty. General exchanges are not offered as a separate commercial benefit; this does not limit any statutory remedy for defective, incorrect or nonconforming goods. Contact procedures do not waive any statutory consumer right.
Saudi E-Commerce Law / نظام التجارة الإلكترونية