Azhar Tawseel Village grocery delivery

Refund Policy

Last updated: 2026-10-30

Effective date: 14 October 2026

This Refund Policy explains how cancellations, problems with an order, and refunds work at Azhar Tawseel (أزهر توصيل), the online grocery store operated by Mahal Saleh (محل صالح). It applies to orders placed in the Azhar Tawseel app and on baqala360.com, and it forms part of our Terms of Service. Nothing in this policy limits your rights under the Saudi E-Commerce Law, consumer-protection rules, or other mandatory law.

At a glance

  • Check your order when it arrives and report any problem within 24 hours of delivery.
  • Missing, damaged, incorrect, spoiled, or expired items are refunded or replaced once we confirm the problem.
  • You are never charged for items that were unavailable or that you did not approve.
  • Refunds go back the way you paid. Reward points you used are returned as points.

1. Cancelling an order

  • To cancel, contact customer support as soon as possible. We can cancel at no cost before preparation of your order starts. Once preparation or delivery has started, cancellation may not be possible.
  • If an item is unavailable or the price or weight changes and the app asks you to approve the updated bill, you can decline. The order is then cancelled and you are not charged.
  • If we cancel your order, in whole or in part, for example because of stock, delivery coverage, or a pricing error, you are not charged for the cancelled items, and anything you have already paid for them is refunded.

2. Problems with a delivered order

Please check your order when you receive it. If an item is missing, damaged, incorrect, spoiled, past its expiry date, or not what you approved, contact customer support within 24 hours of delivery with:

  • your order number;
  • which items are affected and what is wrong; and
  • a photo of the item and its label or packaging, where possible.

Please keep the item and its packaging until we have reviewed your claim. We may ask a driver to collect it. Once we confirm the problem, we will refund the affected items or, if you prefer and it is available, send a replacement.

3. Items we cannot take back

For hygiene and food-safety reasons, fresh, perishable, chilled, frozen, opened, or specially prepared items cannot be returned for a change of mind once delivered. This does not affect your right to a refund for items that are faulty, damaged, incorrect, or spoiled. Where Saudi law gives you a right to return an item, we honour it.

4. Delivery fees

  • The delivery fee is refunded when we cancel the whole order, when we cannot deliver it for reasons on our side, or when the whole order is affected by a problem covered in section 2.
  • If the order cannot be delivered because you could not be reached after a reasonable wait and attempts to contact you, or because the address or map pin was wrong or unsafe to reach, the products are refunded but the delivery fee may be kept.
  • If you asked the driver to leave the order at your gate or door, it is your responsibility from the moment it is left.

5. How much is refunded

  • We refund the amount you actually paid for the affected items, including VAT. Items sold by weight are refunded at the price charged for the weight supplied.
  • When a delivery fee is refunded, its VAT is refunded with it.
  • If a discount or offer applied to the whole order, it is shared fairly across the items, so the refund reflects what you actually paid for the affected items.

6. How refunds are paid

  • Cash or card (mada) on delivery: refunded by bank transfer to an account in your name. We will ask you for the IBAN. If you agree, a small amount can instead be deducted from your next order.
  • Bank transfer: refunded to the account the payment came from.
  • Tabby: refunded through Tabby, which reduces or cancels your remaining instalments or refunds what you paid, under your agreement with Tabby. Tabby decides how long this takes.
  • Reward points: points you used on a cancelled or refunded order are returned to your points balance. Points have no cash value and are never paid out as money. Points earned on refunded items may be removed.

7. How long it takes

We aim to review a claim within 2 working days of receiving it and to send an approved refund within 7 working days of approval. Your bank or payment provider may need extra time before the money appears in your account.

8. Fair use

We may decline a claim that is reported after the 24-hour window without a good reason, that we cannot verify, or that is part of a pattern of misuse, such as repeated false claims. We may also reverse refunds, points, or discounts obtained through error or misuse, as set out in our Terms of Service.

9. Contact

For cancellations, problems with an order, or refund questions, contact Azhar Tawseel customer support by phone or WhatsApp, as shown in the app under Settings and on baqala360.com. Please have your order number ready.

10. Changes to this policy

We may update this policy. We will publish the new version here with a new effective date. Orders are covered by the policy that applied when they were placed. If the Arabic and English versions differ, the Arabic version prevails.