Responsible authority: Ministry of Commerce

A problem with a shop or online store?

Sources last checked: 7 October 2026

Your rights on returns, warranty and late orders, and how to report it free in Balagh Tejari (help: 1900).

Common questions answered from official sources. Tap your question to see the steps.

• I paid an online store but my order did not arrive. What can I do?

  If the store is more than 15 days late from the purchase date, you can cancel the order and get back what you paid. This applies if you did not agree with the store on another date.

  Read the steps

• Can I return or exchange a product and get my money back?

  Follow the store's return policy. If the store has no policy, it cannot refuse a return or exchange.

  Read the steps

• I bought a product with a fault or defect. What are my warranty rights?

  If the product has a defect and is under warranty, you have the right to have it repaired by the dealer. If your electrical or electronic device was repaired more than twice for the same defect, you have the right to replace it or get its value back.

  Read the steps

• How do I file a commercial complaint against a store or shop?

  File the report for free in the Ministry of Commerce's Balagh Tejari app. The service takes 7 working days. For help, call 1900.

  Read the steps