Welcome to AtTent. This Return, Refund & Exchange Policy has been established to regulate return, replacement, refund, and compensation procedures for orders placed through the AtTent platform, in accordance with international eCommerce best practices and applicable regulations in the Kingdom of Saudi Arabia and the international markets in which the platform operates.

By using the platform or placing any order, you agree to this Policy and all related terms.

• 01. Definitions
• 02. Scope of Application
• 03. Eligibility for Returns, Exchanges & Refunds
• 04. Conditions for Accepting Requests
• 05. Eligibility Details & Timeframes
• 06. Food Products Policy
• 07. Apparel & Fashion Products Policy
• 08. Electronics & Devices Policy
• 09. Antiques & Rare Items Policy
• 10. International Orders
• 11. Customers Within Saudi Arabia
• 12. Customers in the United States & Canada
• 13. Customers in the European Union & EEA
• 14. Non-Eligible Products
• 15. Refund Methods
• 16. Shipping, Customs & Fees
• 17. Vendor Responsibility
• 18. Abuse of Policy
• 19. Governing Law & Dispute Resolution
• 20. Amendments to This Policy
• 21. Contact & Support
• 22. General Provisions

For the purposes of this Policy, the following terms shall have the meanings assigned to them unless the context requires otherwise:

Platform / AtTent: The electronic marketplace platform that facilitates the sale and purchase of products and services online through a multi-vendor marketplace model.

Customer: Any individual or legal entity using the platform or purchasing products through it, whether acting as a consumer (B2C) or a business entity (B2B).

Vendor / Supplier: Any merchant, seller, manufacturer, distributor, or business offering or selling products through the platform.

Order: Any purchase, booking, payment, or transaction completed through the platform.

Product: Any item, product, or merchandise offered or sold through the platform, including but not limited to food products, apparel, electronics, antiques, and related goods.

Customized Products: Products specifically manufactured, modified, personalized, or prepared based on the customer's request or specifications.

Refund: The return of all or part of the amount paid by the customer in accordance with this Policy.

Exchange: Replacing a product with an identical or alternative product subject to the platform's or vendor's discretion.

This Policy applies to all orders and transactions conducted through the AtTent platform, including:

• Domestic orders within the Kingdom of Saudi Arabia
• International orders
• Consumer transactions (B2C)
• Business transactions (B2B)
• Retail and wholesale orders
• Orders fulfilled through local or international shipping partners

Certain rights, procedures, and requirements may vary depending on product category, destination country, nature of shipment, vendor, payment method, shipping provider, and applicable mandatory local regulations.

Customers may submit a request for return, exchange, refund, or compensation in the following situations:

• Receipt of an incorrect product
• Manufacturing defects or product damage
• Products arriving unusable or materially damaged
• Missing items or quantity shortages
• Significant mismatch between the product and its advertised description
• Operational or logistical issues materially affecting the order
• Other situations deemed eligible by the platform or vendor

All requests are subject to verification, review, and approval procedures.

To process a request, customers may be required to:

• Provide the order number or proof of purchase
• Submit photos or videos showing the issue
• Retain the product in its original condition whenever possible
• Avoid disposing of the product until verification is completed
• Cooperate with customer support, shipping providers, or vendors

The platform reserves the right to reject requests involving abuse of the Policy, misleading information, fraudulent or unlawful activity, inability to verify the issue, or violation of the platform's Terms of Service.

Eligibility periods and conditions may vary depending on product category, destination country, vendor, order classification, product condition, shipping method, and applicable regulations.

Specific eligibility details for each order will be communicated through order pages, confirmation emails, electronic invoices, customer account dashboards, and help center communications — and shall form an integral part of this Policy.

Due to the nature of food products and international health and safety regulations, certain food items may not be eligible for return after shipment or delivery.

However, customers may be eligible for compensation or an appropriate resolution in cases involving:

• Damaged products
• Spoiled food items
• Significant product discrepancies
• Missing quantities
• Incorrect deliveries
• Unacceptable expiration conditions

Resolutions may include a full or partial refund, replacement shipment, platform credit, store vouchers, or other reasonable remedies.

Returns or exchanges for apparel and fashion items may be accepted subject to order-specific eligibility requirements, including:

• Products remaining unused
• Original tags still attached
• Original packaging retained
• No alterations or customization applied

The following are generally excluded from eligibility: undergarments, hygiene-sensitive items, customized products, and used or customer-damaged items.

Electronic and electrical products may be subject to technical inspection before approving a return or exchange.

Requests are generally not accepted for:

• Damage caused by misuse
• Improper installation
• Breakage after delivery
• Product tampering
• Removal of serial numbers
• Activated software or non-cancelable digital subscriptions

Where a verified manufacturing defect exists, the platform or vendor may provide repair, replacement, refund, or another appropriate remedy in accordance with applicable laws.

Certain rare items, collectibles, or antiques may require additional review or independent evaluation reports. Eligibility for return or compensation may depend on:

• Product nature and authenticity
• Shipment condition
• Evaluation reports and supporting documentation
• Import/export regulations

International orders are subject to the customs, logistics, and regulatory requirements of the destination country. Processing times, return eligibility, shipping costs, customs duties, taxes, and refund procedures may vary by case.

Customers are responsible for reviewing local import and usage regulations applicable in their jurisdiction.

Orders within the Kingdom of Saudi Arabia are governed by applicable local regulations, including the Saudi E-Commerce Law, Consumer Protection Regulations, and relevant regulatory frameworks.

Nothing in this Policy limits any mandatory consumer rights granted under Saudi law.

Orders shipped to the United States or Canada may be subject to consumer rights and obligations that vary by state, province, or jurisdiction.

Mandatory consumer protections shall apply where legally required, to the extent consistent with applicable international commerce and shipping regulations.

Where applicable, mandatory consumer rights under European consumer protection laws shall be respected, including statutory withdrawal rights where legally required.

Certain products may be exempt from withdrawal rights, including but not limited to:

• Food products and perishable goods
• Customized items
• Opened hygiene-sensitive products
• Digital content already accessed or activated

The following products may not be eligible for return, exchange, or refund, including but not limited to:

• Customized products
• Digital products and electronic subscriptions or services
• Gift cards
• Opened hygiene-sensitive products
• Products rendered unsuitable for resale or damaged by the customer
• Products violating usage terms
• Products restricted for regulatory, customs, or health reasons

Refunds may be issued through one or more of the following methods:

• Original Payment Method
• Bank Transfer
• Platform Wallet Credit
• Store Voucher
• Alternative Compensation

Refund processing times may vary depending on payment provider, banking institution, country, financial processing systems, and card issuer policies.

Responsibility for shipping fees, customs duties, taxes, or return-related expenses may vary depending on the reason for the request, destination country, vendor, product category, shipping provider, and applicable laws.

In certain situations, such costs may be borne by the customer, vendor, or platform based on case-by-case evaluation.

Certain return, refund, or compensation requests may be processed directly by the vendor or logistics partner. Vendors remain responsible for:

• Product accuracy and quality
• Proper packaging
• Regulatory compliance
• Eligible claim resolution

The platform shall not be directly liable for vendor conduct or third-party products except to the extent required by applicable law.

The platform reserves the right to take action — including rejecting illegitimate requests, suspending accounts, restricting payment methods, and pursuing legal action — in cases involving:

• Fraud or abuse of the system
• Excessive unjustified refund claims
• Manipulation or unlawful activity
• Violation of platform policies

Unless otherwise required by mandatory local law, this Policy shall be governed by the laws and regulations of the Kingdom of Saudi Arabia.

The competent courts within the Kingdom of Saudi Arabia shall have jurisdiction over disputes arising from this Policy, unless mandatory consumer protection laws in the customer's jurisdiction require otherwise.

The platform reserves the right to modify or update this Policy at any time without prior notice.

Updated versions become effective immediately upon publication on the platform or reference within associated services. Customers are responsible for reviewing this Policy periodically.

We're Here to Help.

For inquiries, return requests, or technical support, reach us through the following channels:

Email: Care@attent.com

Help Center

Orders Dashboard

This Policy forms part of the platform's Terms & Conditions.

If any provision conflicts with mandatory applicable laws, such laws shall prevail only to the minimum extent required.

Failure by the platform to enforce any right shall not constitute a waiver of such right.

If any provision is deemed unenforceable, the remaining provisions shall remain valid and enforceable.