Return and Exchange Policy

To ensure the safety and satisfaction of our valued customers, Close Buy has implemented a strict return and exchange policy for specific product categories. Please be advised that items under the following categories are non-refundable and non-exchangeable, even if they are in their original condition: Personal Care appliances, Games & Accessories, Mobile Phone Accessories, and Household Utensils. Exceptions are made for products that are received in a damaged condition. Additionally, air conditioners cannot be exchanged once installed, and there is no warranty for broken screens.

Regarding deliveries, if an order contains multiple items, it may be delivered in separate shipments depending on the transportation method used by the shipping company.

For electrical products, all warranties are provided by the official agent. Any product will not be serviced beyond the 7-day window for returns or exchanges, starting from the date the order was received. For assistance, you may contact us to obtain information on the authorized service centers, their locations, and how to reach them.

In the case where the customer ordered for cash on delivery, the cash on delivery fees will not be refunded. Instead, the value of the shipment will be refunded to the account, under one condition provided that the bank account and the information match the invoice. If the order was placed through Tabby or Tamara, the amount will be refunded to the customer's account in Tabby or Tamara.

Return Methods

There are two options for returns:

1. Standard Return
2. Immediate Return (via Yamm)

Standard Return for New Products:

Our standard return policy via Close Buy's Customer Service requires you to contact us through our WhatsApp customer service number. You must provide a photo of the order and the product you want to return, along with the reason for the return. The product must be unused, unopened, and in its original condition, as received, and the return request must be made within 7 work days from the date of delivery. Please note that there will be a collection fee for returning undamaged items, which is equal to the delivery fee, even if the original delivery was free.

For example: If a customer purchases a TV for 1,000 SAR, with a delivery charge of 30 SAR, the total invoice amount would be 1,030 SAR. If the customer returns the product in perfect condition, they will refund 1,000 SAR, minus the 30 SAR delivery fee, resulting in a total refund of 970 SAR.

Refunds will be processed once the product reaches our warehouse and undergoes inspection. This process may take 3 to 7 work days from the time the shipping company collects the item.

If the product arrives at the warehouse and it is then discovered that some of the product's accessories are missing, the product will be returned to the customer, and the customer will be charged for the delivery cost.

Products Non-Returnable:

Personal Care Appliances, Games & Accessories, Mobile Phone Accessories.

Immediate Return for New Products:

To use the Immediate Return (via Yamm) option, visit the Returns & Exchanges page on our website, enter your order number and the phone number registered with the order, then select the product you want to return and the reason. The refund amount will be appeared , and upon approval, delivery options will appear. The customer is responsible for the delivery cost. After entering the bank account details, the refund will be processed before the product is collected. A shipping label will be sent for product return. Immediate refunds are limited to amounts up to 1,000 SAR.

Return for Damaged Products:

Standard Return for Damaged Products:

To return a damaged product via Close Buy's Customer Service, contact us through WhatsApp and provide a photo or video showing the issue, along with a photo of the order. The return request must be made within 7 work days from the date of delivery, and the product must be returned with all its components and original packaging. We will issue a shipping label at no cost to the customer for product collection by either the delivery company or a Close Buy driver. The refund process will start once the product is received and checked at our warehouse, which may take 3 to 7 work days.

Immediate Return for Damaged Products:

The Immediate Return (via Yamm) policy for damaged products follows a similar procedure as that for new products. You can initiate the return by visiting the Returns & Exchanges page on our website, providing the order number and registered phone number, and selecting the damaged product and the reason for return. Delivery options will be provided, and the customer is responsible for the delivery cost. The refund will be processed before the product is collected, and a shipping label will be issued. Immediate refunds are limited to 1,000 SAR.

Exchange

Standard Exchange for New Products:

For product exchanges, contact Close Buy's Customer Service via WhatsApp. Provide a photo of the order and the product, along with the reason for the exchange. The product must be unused and in its original condition, and the request must be made within 7 work days of receiving the order. A collection fee, equal to the delivery fee, will apply. The new product will be dispatched after the returned item reaches our warehouse and passes inspection, which may take 3 to 7 work days.

Products Non-Exchangeable:

Personal Care Appliances, Games & Accessories, Mobile Phone Accessories.

Feel free to reach out for any further clarifications or assistance!

If the replacement and return conditions are met, click here.