Return Policy

In short

Water and drinks are consumables and cannot be returned after delivery, unless they arrive damaged, wrong, incomplete or expired.
Tell us about any problem on the day of delivery, and we will replace the item or refund its value.
Sealed non-perishable products (tissues, home care, baby needs) can be returned within 7 days of delivery.
Card payments are refunded to the same card usually within 5 to 7 business days; wallet refunds are added as soon as they are approved.

Last updated: 14 November 2026

1. Cancelling an order

Situation	What happens
In the app, before the order is assigned to a delivery driver	Cancel it yourself from the order screen; everything you paid is refunded.
After it is assigned to a driver, or an order placed on the website	Contact us and we will review the order according to its stage. It may be cancelled with a full or partial refund.
Recurring order	Stop the repeat in the app at any time, and no new orders will be created.
Online payment not completed	The order is cancelled automatically.
We cancel the order (product out of stock, obvious pricing error, or address outside our delivery area)	Everything you paid is refunded.

2. A problem with a delivered order

For health reasons, water, drinks and perishable products cannot be returned once delivered in good condition. But if your order arrives:

incomplete, or with a wrong product,
with damaged or leaking packs,
or with an expired product,

tell us on the day of delivery through "Contact us" in the app or on the website, or call 920033856. Quote your order number and attach a photo if you can. We will review the report and then replace the affected product or refund its value; depending on the case, the refund may include the delivery fee.

3. Non-perishable products

Tissues, home-care products, baby needs and similar items that are sealed, unused and in their original condition can be returned within 7 days of delivery through customer service, in line with the Saudi E-Commerce Law.

We will agree with you on how the product is returned.
We refund the price once the product is received and checked.
The cost of returning it is yours, unless the product is defective or not what you ordered.

4. Where the money goes and when

Payment method	Refund method and timing
Card (mada · Visa · Mastercard) or Apple Pay	Refunded to the same card through the payment provider. It usually appears within 5 to 7 business days, and can take longer depending on the card-issuing bank. Or instantly to your wallet if you ask for it.
Wallet balance	Returned to your wallet as soon as the refund is approved.
Coins	Returned to your coin balance.
Card on delivery	To your wallet, or by another method agreed with you.
Order paid in more than one way	Each part goes back to its source.

You receive a notification with the amount and where it is going when the refund starts.

5. Discounts and coins

Only what you actually paid is refunded. Discount-code and offer discounts have no cash value.
Coins earned on a cancelled order are cancelled with it.

6. When no refund is due

Water and drinks delivered in good condition and as ordered.
A change of mind after the order has left for delivery, unless we agree to cancel it.
Non-perishable products that have been opened or used, or more than 7 days after delivery.
A report of missing or damaged items made after the day of delivery without a valid reason. Each report is reviewed individually.

7. Contact us

Use "Contact us" in the app or on the website, call 920033856, or email info@material.sa with your registered mobile number and order number.