Returns and Refunds Policy

Last Updated: October 12, 2026

1. Who Handles Your Return

AREA 13 DEVELOPMENT Company For Trading (CR 7055365667), the company that operates Area 13, is the seller of every order and quote on the Platform. Your return, cancellation, and refund are therefore handled by Area 13, whichever supplier the goods came from. This policy forms part of our Terms of Service and explains when you can cancel or return, how to ask, and how refunds work. Nothing in it limits the rights you have under the Saudi E-Commerce Law or other consumer-protection rules.

2. Your Statutory Right of Withdrawal

If you are a consumer, the E-Commerce Law gives you the right to withdraw from a purchase within 7 days of receiving the goods, provided you have not used them and the goods are not covered by an exception in Section 4. Our own return windows in Section 3 are longer and include this right.

3. Return Windows

You can request a return during the window that applies to the goods, counted from the day they are delivered:

If a longer period is shown on your order, that period applies. Once the window has closed, a return can no longer be requested online; if something is wrong with your goods, contact us and your rights for defective goods (Section 9) still apply.

4. Goods That Cannot Be Returned for a Change of Mind

The statutory right of withdrawal does not cover goods made to your specifications or goods that deteriorate quickly, and it applies only to goods that have not been used. For a change-of-mind return this means:

• Statutory exceptions: goods made, cut, mixed, coloured, or otherwise adapted to your specifications, including goods bought under a quote for made-to-order production; and goods that deteriorate quickly once opened, such as adhesives, sealants, and short-shelf-life chemicals whose container has been opened.
• Used goods: materials that have been mixed, cut, installed, or otherwise used are no longer unused, so they cannot be returned for a change of mind.
• Protective seals: where a seal protects the hygiene or safety of the goods (for example a sealed chemical container), breaking it counts as use. This is a condition of our return service, not a statutory exception.

Opening the packaging to inspect the goods does not, by itself, remove your right to return them within the window. All of these goods can still be returned if they arrived defective, damaged, or different from what you ordered.

5. Condition of Returned Goods

For a change-of-mind return, the goods must be unused, in the condition you received them, and in their original packaging with all parts, accessories, and documents. If returned goods show handling beyond what was needed to inspect them, we may reduce the refund by the loss in value and will tell you how we calculated it.

6. How to Request a Return

1. Sign in and open the order from your account.
2. Choose Request return and select the goods you want to return.
3. Tell us the reason — defective, wrong item, or changed my mind — and describe the problem, with photos where something is damaged or wrong.
4. Our team reviews the request and contacts you with the next steps.

Goods supplied from within the Kingdom go back to the supplier that dispatched them, as our team arranges with you. Imported goods come back to the Area 13 warehouse in Saudi Arabia; you never ship anything abroad, and we arrange the collection.

If goods arrive damaged or incorrect, please also contact us within 48 hours of delivery with photos so we can act quickly. Reporting later does not remove your rights.

7. Our Decision

• Approved: we confirm the return and issue the refund described below.
• Declined: the goods stay with you, and we explain the reason on your order. If you disagree, you can raise a complaint under Section 14.

8. Refund Amounts

• The original delivery charge for goods supplied from within the Kingdom and the online payment processing fee are not refunded automatically. Where the return is due to a defect, damage, or a wrong item, you are entitled to have them refunded too: contact us and we issue them as a supplementary refund.
• When a whole order is cancelled before dispatch, everything you paid is refunded, including delivery, import charges, and any fee.

9. Defective Goods and Warranty

Area 13 is responsible for goods that are defective or do not match their description. If a defect appears, including one that could not be seen on delivery, contact us as soon as you discover it. We will repair or replace the goods, or refund them, as the law provides and the circumstances call for. A manufacturer's warranty stated on the product page or quote applies in addition, and we help you claim under it.

10. How and When You Are Refunded

• Card payments are refunded to the card you paid with. Your bank may take 5 to 10 business days to show the refund on your statement.
• Bank-transfer payments are refunded by bank transfer to an account in the buyer's name.
• Refund amounts are calculated in USD, the currency of the order, and the refund notice shows the amount sent.

We issue the refund without undue delay once the return is approved (or, for a cancellation, once it is confirmed) and notify you by email when it has been sent. Every refund is documented by a credit note against the invoice for the payment it returns, dated when the refund is sent: a tax credit note where that payment was invoiced with VAT (payments received from 1 November 2026), and a plain credit note otherwise. Both are available from your Order page.

11. Cancelling an Order

• You can cancel an order yourself, with a full refund, within 1 hour of placing it, or at any time while the supplier has not yet started preparing it. This does not apply to order lines above USD 1,350, to made-to-order and quote orders, or when you give "Other" as the reason: those cancellations are reviewed by our team first.
• After preparation has started, and in the cases just listed, request a cancellation from the order page. Our team reviews it, usually within 24 hours, and tells you the outcome.
• Once goods are with the courier, they can no longer be cancelled, except for late delivery as described below; use the return process after delivery instead.
• If we cancel a whole order because goods are unavailable or the supplier cannot dispatch them on time, everything you paid is refunded.
• If we cancel only part of an order for those reasons, you are refunded straight away the price of the cancelled goods and the VAT or Service fee charged on them; when every item in an imported shipment is cancelled, that shipment's import charges are refunded with them. The delivery and import charges for the cancelled goods are yours too: where they are not part of that refund, contact us and we issue them as a supplementary refund.
• If delivery is more than 15 days late beyond the agreed date (and the delay is not caused by force majeure), you may cancel the late goods and are refunded what you paid for them on the same basis. Once that date has passed, the order page offers Cancel late items; our team confirms the delay, usually within 24 hours, and refunds you. You can also ask through support.

12. Quotes and Made-to-Order Goods

A quote order is cancelled only after our team reviews it. Before production starts, the deposit is refunded in full. Once production has started, the goods are being made to your specification and the change-of-mind right no longer applies: we approve the cancellation, with a full refund of the deposit, where the work can still be stopped without loss, and otherwise we decline it, tell you why, and the quote continues as agreed. If Area 13 cannot perform the quote, everything you paid is refunded.

13. Business Buyers

The statutory consumer withdrawal right does not apply to business buyers, but the return windows and refund rules in this policy do. Your rights for defective goods are unaffected.

14. Complaints

If you are not satisfied with how we handled a return or refund, contact us. We acknowledge a complaint within 2 business days and aim to resolve it within 14 days. Consumers may also complain to the Ministry of Commerce through its official consumer-complaint channels.

15. Exchanges

We do not process direct exchanges. Request a return for the original goods and place a new order for the ones you want.

16. Contact Information

• Email: returns@areathirteen.com
• Phone: +966 56 04 100 13

17. Policy Updates

We may update this policy from time to time. Changes are posted on this page with a new "Last Updated" date. The policy in force when you placed your order applies to that order.