At Muzhela, we want you to be happy with your abaya purchase. This Return Policy explains how to return or exchange items bought from our online store in Saudi Arabia, in line with the Saudi E-Commerce Law, Consumer Protection regulations, and our store procedures.
Please read this policy before placing an order. Return and refund terms are also shown during checkout where required.
1. Your Statutory Return Right (7 Days)
Under Saudi e-commerce rules, you generally have the right to cancel your purchase and return products within seven (7) days from the date you receive them, provided that:
- the product has not been used, worn, washed, altered, or benefited from;
- the product is returned in its original condition with tags, labels, and packaging intact;
- you provide proof of purchase (order number or invoice).
Unless we agree otherwise, you may be responsible for return shipping costs for change-of-mind returns within the 7-day period, as permitted under applicable regulations.
2. Items That Cannot Be Returned (Exceptions)
Unless defective or not as described, the following are typically not eligible for return or exchange under Saudi e-commerce exceptions and hygiene standards:
- Custom-size or made-to-order abayas prepared to your measurements;
- items that have been worn, washed, perfumed, or damaged by the customer;
- items with removed or damaged tags, labels, or hygiene seals;
- undergarments, hijab caps, or intimate apparel once opened (where applicable);
- clearance or final-sale items marked as non-returnable at purchase;
- gift cards or digital products, where applicable.
3. Defective, Damaged, or Wrong Items
If you receive the wrong item, a damaged product, a manufacturing defect, or an item that is materially different from its description, contact us as soon as possible. Under Saudi consumer protection rules, you are entitled to an appropriate remedy, which may include replacement, repair, or refund.
Please report the issue within 48 hours of delivery where possible, and provide:
- your order number;
- clear photos or video of the product and packaging;
- a brief description of the issue.
4. Return Conditions
To approve a return or exchange, all of the following must be met:
- the abaya is unworn, unwashed, and free from odours, stains, makeup, or alterations;
- original Muzhela tags and labels remain attached;
- the item is returned in its original packaging or suitable protective packaging;
- the original invoice or order confirmation is included;
- free gifts or promotional items received with the order are returned where applicable.
We reserve the right to refuse returns that do not meet these conditions or to charge a restocking fee only where permitted by law and clearly disclosed.
5. How to Request a Return or Exchange
- Contact our customer support team with your order number and reason for return.
- Wait for return authorization and instructions (return address or pickup arrangement within Saudi Arabia).
- Ship or hand over the item securely within the allowed timeframe.
- Once received and inspected, we will process an exchange, store credit, or refund as applicable under our Refund Policy.
6. Exchanges
Exchanges for another size or colour are subject to stock availability. If the requested replacement is unavailable, we may offer an alternative product, store credit, or a refund.
For size exchanges on standard (non-custom) abayas, the same return conditions apply. Custom-size orders can only be exchanged if the fault is ours (for example, incorrect measurements used in production).
7. Return Shipping
For approved returns due to our error (wrong item, defect, or damage in transit), we will cover reasonable return shipping within Saudi Arabia.
For change-of-mind returns within the 7-day statutory window, return shipping may be charged to the customer unless we state otherwise during the return approval process.
8. Inspection & Processing Time
Returned items are inspected upon receipt. Approved exchanges are usually dispatched within 3–7 business days after inspection. If a replacement cannot be provided within a reasonable time, you may request a refund in accordance with our Refund Policy.
9. Cash on Delivery (COD) Orders
Returns from COD orders follow the same eligibility rules. Approved refunds for COD purchases are transferred to a bank account or other method you provide, as explained in our Refund Policy.
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Last updated: June 27, 2026
