Refund policy

Returns and refunds

Thank you for choosing Waterak. We want every order to arrive exactly as you expected. If something isn't right, here's how returns and exchanges work.

Return window

You may request a return or exchange within 7 days of receiving your order, provided the products are:

• Unused and unopened.
• In their original condition, with the original packaging and invoice.
• Returned to the Waterak warehouse after your request has been approved.

Conditions

• Products must be sealed and undamaged.
• Food and beverage items that have been opened cannot be returned or exchanged, for health and safety reasons.
• Any product that has been used, or whose original condition has changed, will not be accepted.
• Fresh produce is perishable and cannot be returned. If a fresh item arrives damaged or spoiled, contact us within 24 hours of delivery with photos and we will replace it or refund it in full.

Refunds

• If you cancel an order after more than half of the expected delivery time has passed, an administrative and handling fee of SAR 50 applies.
• Refunds are issued to the original payment method.
• Card refunds may take 7–14 business days to appear in your account, depending on your bank.
• Mada, Visa and electronic payment processing fees are deducted from the refunded amount.

Shipping costs

• Delivery charges are non-refundable.
• If the error is ours — a wrong, damaged or missing item — Waterak covers the full cost of return and redelivery.

How to request a return

Contact our customer service team by email or phone to arrange your return or exchange. Once approved, please return the order to the Waterak warehouse following the instructions provided by our support team.

Email: info@waterak.com
Phone / WhatsApp: +966 555 734 863