Return and Exchange Policy

Platform: At TENT 

Last Updated: May 2026 

Welcome to the At TENT platform. This policy has been prepared to regulate the mechanism for returns, exchanges, refunds, and compensation for orders placed through the At TENT platform, in accordance with the applicable regulations in the Kingdom of Saudi Arabia and the international markets in which the platform operates. 

By using the platform or completing any purchase, you agree to this policy and all associated terms. 

1. Definitions 

For the purposes of this policy, the following terms shall have the meanings indicated next to each of them unless the context requires otherwise: 

1.1 The Platform / At TENT 

The electronic platform that enables the buying and selling of products and services online through the e-commerce system and the multi-vendor marketplace (Marketplace), via the following domain:  https://attent.com.sa 

1.2 The Customer 

Any natural or legal person who uses the platform or purchases products through it, whether as an individual consumer (B2C) or a commercial entity (B2B). 

1.3 The Supplier / Seller 

Any entity, establishment, merchant, manufacturer, or distributor that displays or sells its products through the At TENT platform. 

1.4 The Order 

Any purchase, reservation, or payment process conducted through the platform. 

1.5 The Product 

Any goods, product, or item displayed or sold through the platform, including foodstuffs, clothing, devices, electronics, collectibles, and others. 

1.6 Customized Products 

Products manufactured, modified, or prepared specifically based on the customer's request or according to special specifications. 

1.7 The Refund 

Returning the full or partial amount paid to the customer in accordance with this policy. 

1.8 The Exchange 

Replacing the product with another matching or alternative product at the discretion of the platform or the supplier. 

2. Scope of Application 

This policy applies to all orders and transactions conducted through the At TENT platform, including: 

• Local orders within the Kingdom of Saudi Arabia 
• International orders 
• Individual transactions (B2C) 
• Company and merchant transactions (B2B) 
• Retail orders 
• Wholesale orders 
• Orders shipped by local or international shipping partners 

Some rights, procedures, and requirements may vary depending on: 

• Product type 
• Customer's country 
• Nature of the shipment 
• Supplier 
• Payment method 
• Shipping company 
• Mandatory regulations applicable in the customer's country 

3. Eligibility for Return and Exchange 

The customer may submit a request for return, exchange, or compensation in the following cases: 

• Receipt of a product different from the order 
• Presence of damage or a manufacturing defect 
• Receipt of the product in a condition unfit for use 
• Shortage in products or quantities 
• The product not matching the basic displayed description 
• Existence of an operational or logistical issue affecting the order 
• Other cases deemed by the platform or supplier as eligible for processing 

The acceptance of the request is subject to the result of verification and technical or operational review. 

4. Conditions for Accepting Return or Exchange Requests 

To consider the request, the customer may be asked to: 

• Provide the order number or proof of purchase 
• Provide photos or videos clarifying the condition 
• Keep the product in its original condition whenever possible 
• Not dispose of the product before verification is complete 
• Cooperate with the support team, shipping company, or supplier 

The platform has the right to reject any request in the case of: 

• Abuse of the policy 
• Providing misleading information 
• Tampering or improper use 
• Inability to verify the issue 
• Violation of terms of use 

5. Eligibility Details and Timeframe 

The duration and eligibility for return, exchange, or refund may vary depending on: 

• Product type 
• Shipping country 
• Supplier 
• Order classification 
• Product condition 
• Shipping method 
• Local regulations 

Details specific to each order are clarified via: 

• The order page 
• The order confirmation message 
• The electronic invoice 
• Email 
• Support center 

These details are considered a complementary part of this policy. 

6. Food Products Policy 

Due to the nature of food products and international health and regulatory systems, some food products may not be eligible for return after shipping or delivery. 

However, the customer may request compensation or appropriate processing in the following cases: 

• Receipt of damaged products 
• Spoilage of products 
• Substantial difference in the product 
• Shortage in quantity 
• Error in the order 
• Unacceptable expiration 

Processing may include: 

• Full or partial refund 
• Resending the products 
• Platform credit 
• Shopping vouchers 
• Suitable alternative solutions 

7. Clothing and Fashion Policy 

Requests for return or exchange of clothing and fashion may be accepted according to the eligibility conditions specific to each request, provided that: 

• The item has not been used 
• Original tags are present 
• Packaging is intact 
• No modifications or customization exist 

Eligibility usually does not include: 

• Underwear 
• Health products 
• Customized products 
• Products used or damaged by the customer 

8. Devices and Electronics Policy 

Electronic and electrical devices may be subject to technical inspection before accepting return or exchange. 

Requests are usually not accepted related to: 

• Damage resulting from misuse 
• Incorrect installation 
• Breakage after receipt 
• Tampering with the product 
• Removal of serial numbers 
• Activation of non-refundable software or digital subscriptions 

In the case of a proven manufacturing defect, a refund, repair, or exchange may be provided in accordance with applicable regulations. 

9. Collectibles and Rare Products Policy 

Some rare products, collectibles, or products of special value may require additional review or independent evaluation reports. 

The eligibility for return or compensation may vary depending on: 

• Nature of the product 
• Condition of the shipment 
• Evaluation reports 
• Documentation provided 
• Export and import laws 

10. International Orders 

International orders are subject to the customs, regulatory, and logistical systems specific to each country. 

The following may vary: 

• Processing periods 
• Return eligibility 
• Shipping costs 
• Customs fees 
• Taxes 
• Refund procedures 

The customer bears the responsibility of reviewing local laws related to import and use within their country. 

11. Customers within the Kingdom of Saudi Arabia 

Orders within the Kingdom of Saudi Arabia are subject to the applicable regulations and laws, including: 

• E-Commerce Law 
• Consumer protection regulations 
• Related regulatory bylaws 

This policy does not affect any mandatory rights prescribed by law for the consumer within the Kingdom. 

12. Customers in the United States and Canada 

Orders shipped to the United States or Canada may be subject to rights and obligations that vary depending on the competent state or province. 

Mandatory consumer rights are applied where they are obligatory under local regulations, without conflict with the platform's terms and international and regulatory systems related to shipping and e-commerce. 

13. Customers in the European Union and the European Economic Area (EEA) 

In the case of the applicability of European consumer protection laws, the mandatory rights prescribed for the consumer are respected in accordance with the applicable local laws, including rights related to withdrawal from the purchase when mandatory by law. 

Some products may be excluded from the right of withdrawal, including but not limited to: 

• Food products 
• Perishable products 
• Customized products 
• Products opened for health reasons 
• Digital content that has begun to be used 

14. Products Not Eligible for Return or Exchange 

Non-eligible products may include, but are not limited to: 

• Customized products 
• Digital products 
• Subscriptions and electronic services 
• Gift cards 
• Opened health products 
• Products used in a manner not resalable 
• Products damaged by the customer 
• Products violating terms of use 
• Products that cannot be returned for regulatory, customs, or health reasons 

15. Refund Methods 

The refund may be made by one of the following methods: 

• Returning the amount to the original payment method 
• Bank transfer 
• Platform credit 
• Shopping voucher 
• Alternative compensation 

The time for the amount to appear may vary depending on: 

• Payment provider 
• Bank 
• Country 
• Transfer systems 
• Credit card company 

16. Shipping, Customs, and Fees 

Responsibility for shipping fees, customs, or return fees may vary depending on: 

• Reason for the request 
• Customer's country 
• Supplier 
• Product type 
• Shipping company 
• Local regulations 

In some cases, the supplier, customer, or platform may bear those fees according to the case assessment. 

17. Supplier Responsibility 

Some return or compensation requests may be processed directly by the supplier or logistics partner. 

The supplier is responsible for: 

• Accuracy of product descriptions 
• Product quality 
• Packaging integrity 
• Regulatory compliance 
• Processing eligible requests 

The platform does not bear direct responsibility for the actions of suppliers or the products provided by them except to the extent required by law. 

18. Policy Abuse 

The platform reserves the right to: 

• Reject illegitimate requests 
• Suspend accounts 
• Restrict payment methods 
• Take legal action 

In the case of suspicion of: 

• System abuse 
• Fraud 
• Tampering 
• Repeated unjustified refunds 
• Non-systematic use of the platform 

19. Disputes and Applicable Law 

Unless mandatory local law requires otherwise, this policy is subject to the laws of the Kingdom of Saudi Arabia. 

The competent courts in the Kingdom of Saudi Arabia shall be the judicial authority competent to examine disputes related to this policy, unless the mandatory laws in the customer's country stipulate otherwise. 

20. Policy Amendments 

The platform may amend this policy at any time without prior notice. 

The updated version becomes effective immediately upon its publication on the platform or reference to it within the services related to the order. 

The customer bears the responsibility of reviewing the policy periodically. 

21. Communication and Support 

For inquiries, return requests, or support: 

• Email:  Care@attent.com 
• Help Center: via the platform 
• Orders page: through the customer account 

22. General Provisions 

• This policy constitutes part of the platform's terms and conditions of use. 
• In the event of any conflict between any clause and the mandatory applicable regulations, the mandatory regulation shall apply to the required extent only. 
• The platform's non-exercise of any right shall not be considered a waiver thereof. 
• If any clause is deemed unenforceable, the remaining clauses shall remain valid and effective. 

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