This Refund Policy explains when and how Muzhela issues refunds to customers in Saudi Arabia. It should be read together with our Return Policy and Terms and Conditions.
1. When We Issue a Refund
We will issue a refund (full or partial, as applicable) in the following situations:
- Eligible return within 7 days — you exercised your statutory return right and the product meets our return conditions;
- Defective, damaged, or wrong item — after verification, where replacement is not possible or you prefer a refund;
- Order cancellation — before dispatch, or where cancellation is accepted under our Terms;
- Out of stock / unable to fulfil — if we cannot supply the product and no acceptable alternative is agreed;
- Delivery failure attributable to us — where the order cannot be completed and you do not wish to wait for redelivery;
- Approved price correction — if you were overcharged due to a confirmed pricing error.
Refunds are generally not provided for custom-size or made-to-order abayas that were produced correctly to your submitted measurements, unless the item is defective or not as described.
2. Refund Method
Refunds are returned to the original payment method wherever possible:
- Mada / credit or debit card — refunded to the same card through our payment gateway;
- Apple Pay or similar wallets — refunded via the original wallet route where supported;
- Cash on Delivery (COD) — refunded by bank transfer to a Saudi bank account you provide, after identity and order verification;
- Store credit — only if you explicitly agree to store credit instead of a cash refund.
We do not refund to third-party accounts that do not match the customer name on the order unless fraud checks are satisfied.
3. Refund Amount
Where a full refund is approved, we refund the product price paid and standard outbound shipping charges if the return is due to our error. For change-of-mind returns within the lawful 7-day period, outbound shipping fees may be non-refundable unless stated otherwise at checkout or in your return approval.
Return shipping costs are deducted only where permitted by Saudi consumer regulations and disclosed before you proceed with the return.
VAT is adjusted on refunds in line with ZATCA requirements for the refunded amount.
4. Processing Time
After we receive and inspect the returned item (where a return is required), refunds are typically processed within:
- 3–5 business days for internal approval and initiation;
- 5–14 business days for the amount to appear in your account, depending on your bank or card issuer.
For COD bank transfers within Saudi Arabia, please allow up to 14 business days after approval. Delays caused by banks or public holidays are outside our control.
5. Partial Refunds
A partial refund may be issued if:
- only part of an order is returned and approved;
- an item is returned without original tags/packaging and we agree to a reduced refund where permitted;
- a promotional bundle requires proportional adjustment.
6. Cancellations Before Dispatch
If you cancel before your order is dispatched, we will refund the full amount paid. If preparation has already started for a custom-size order, cancellation may not be possible or may incur costs disclosed at order confirmation.
7. Chargebacks & Disputes
Please contact us before initiating a chargeback or payment dispute. We will work in good faith to resolve legitimate concerns quickly. Unfounded chargebacks may delay resolution and affect future orders.
8. Contact for Refunds
Last updated: June 27, 2026
