Sales and all exchange and return procedures at the Green Generation store are governed by the rules and regulations issued by the Ministry of Commerce of Saudi Arabia, and by the E-Commerce Law and its Implementing Regulations.
Article One: General Provisions
Without prejudice to contractual and statutory warranty provisions, the consumer may request an exchange or a return of a product subject to the following conditions:
- Statutory period: seven business days following the date the product is received. No claim is accepted once that period has lapsed.
- Condition of the product: it must be in the original condition in which it was received — unused, unopened, and with no benefit derived from it — with the outer packaging and accessories intact.
- Technical inspection: the store is entitled to inspect the returned product before accepting the request, in order to confirm that it meets the condition requirements.
- Where misuse, or damage caused by the consumer, is established, the store is entitled to reject the request.
Article Two: Costs and Logistics Charges
Who bears the cost is determined by the reason for the request:
- Where the reason is the consumer’s personal preference, the consumer bears all operating costs and shipping charges arising from the exchange or return.
- For an international exchange or return, the consumer bears international shipping costs and customs duties where applicable, and arranges handover of the product to the contracted carrier.
- By way of exception to the above, Green Generation bears all costs where a manufacturing defect in the product is established, or where the consumer received a product different from the one ordered; compensation is made in accordance with the law.
Article Three: Excluded Cases
Under the applicable regulations, the consumer is not entitled to exchange or return a product in the following cases:
- Where the product was made or modified at the consumer’s special request, or to specifications the consumer set — except where it carries a manufacturing defect or plainly departs from the agreed specifications.
- Where the product is software, discs, CDs or video tapes whose seal has been broken or which have been used.
- Where the product falls under books, newspapers, magazines, publications or any printed work.
- Where a defect or damage appears in the product as a result of the consumer’s mishandling, or of a failure to follow the operating instructions.
- Where the contract concerns the provision of accommodation, transport or catering services.
- Where the product is software downloaded over the internet (digital products) that has been activated or downloaded.
Article Four: Refund Mechanism
Once a return request is accepted, the amount is refunded to the consumer through the same original payment method, or by bank transfer to the consumer’s account, within the prescribed statutory period after the product has been inspected and accepted into the company’s warehouses.
How to Submit a Request
Write to us on WhatsApp or by email within the statutory period, attaching the order number, the reason for the exchange or return, and clear photos of the product and its packaging. The team will review the request and inform you of the return steps and the approved carrier.
Official Contact Details
Green Generation · Commercial Registration 1009169740 · VAT Number 312765089900003
WhatsApp: +966 59 555 6788
Email: contact@ggen.sa