Legal
Return & Exchange Policy
Last updated: 21 June 2026
We want you to love what you buy from Remer. If something's not right, we'll make it right — within the limits below.
Short version
| Time limit | 14 days from delivery to start a return |
| Condition | Unused, sealed, original packaging |
| Defective / wrong item | Full refund or replacement, shipping covered by us |
| Change of mind on a sealed product | Refund minus return shipping |
| Opened cosmetics | Cannot be returned for hygiene reasons (Saudi consumer regulation allows this exception) |
| Refund window | 5–14 business days after we receive the return |
1. How to start a return
Email [email protected] within 14 days of delivery with:
- Your order number
- Photos of the product and any defect
- Whether you want a refund or replacement
We will reply within 2 business days with a return authorisation and instructions. Do not ship items back without prior authorisation — unauthorised returns may not be accepted.
2. Defective or wrong items
If you received a defective product, a damaged-on-arrival product, or the wrong item — that's on us. We'll cover return shipping and either:
- Replace the item with the correct one, or
- Refund in full to your original payment method
Notify us within 14 days of delivery with photos.
3. Change of mind — sealed products
If you change your mind about a product that's still sealed and unused, you can return it within 14 days of delivery.
- The product must be in its original packaging, sealed, and unused
- Return shipping is the customer's responsibility
- Once we receive and inspect the product, we'll refund the product price (original outbound shipping is non-refundable)
4. Opened cosmetics — non-returnable
For hygiene and safety reasons, opened or used cosmetic products cannot be returned or exchanged — except where the product is defective. This is in line with consumer protection guidance for personal-care products in the Kingdom of Saudi Arabia.
5. Promotional items, free gifts, samples
- Samples, gifts-with-purchase, and items received as part of a promotion are not eligible for separate refund
- If you return an order that qualified for a free gift, the gift must be returned with it or its retail value will be deducted from your refund
6. Sale and clearance items
Sale items follow the same policy as full-price items unless explicitly marked "final sale" at the time of purchase. Final-sale items are not returnable except for defects.
7. How refunds are issued
- Refunds are made to the original payment method only
- Once your return is received and inspected, we process refunds within 2–3 business days
- Your bank or card issuer may take an additional 3–10 business days to show the refund in your account
- Cash-on-delivery (COD) orders are refunded to a bank account you provide; we will request the IBAN by email after receiving the return
8. Cancellations before shipping
If your order has not yet shipped, you can cancel by emailing [email protected] for a full refund. Once an order has shipped, it follows the return process above.
9. Return address
The exact return address will be confirmed in the return authorisation email.
10. Disputes
If you're not satisfied with how we handle a return, you may file a complaint with:
- Saudi Ministry of Commerce — Consumer Protection at consumer.gov.sa
- maroof.sa — Saudi e-commerce trust mark and dispute platform
11. Contact
All return questions: [email protected].