Food and Confectionery Products Return and Exchange Policy
1. Objective
This policy aims to clarify consumers’ rights regarding product exchange and return in accordance with the applicable laws and regulations in the Kingdom of Saudi Arabia and the guidelines of the Ministry of Commerce, ensuring the provision of safe and consumable food products.
Our Obligations as a Supplier (In accordance with the applicable laws and regulations in the Kingdom of Saudi Arabia.):
According to the law, the supplier of food products is obliged to:
● If the product is not in conformity with specifications or has a defect discovered upon receipt or within the prescribed period, the supplier must, at no cost to the consumer, do the following:
1. Repair the product, if possible.
2. Replace the product with an equivalent item.
3. Refund the full value of the product to the consumer.
Definition of Defective or Unsuitable Products (In accordance with the applicable laws and regulations in the Kingdom of Saudi Arabia.):
Any food or confectionery product is considered:
● Spoiled or expired
● Unsuitable for consumption
● Non-compliant with specifications or advertised description
● Counterfeit or sold in violation of the law
In these cases, consumers are entitled to request the remedies listed above.
2. Scope of Application
This policy applies to all food and confectionery products sold in our stores, including:
● Fresh food items
● Canned and frozen products
● Confectionery and bakery products
● Ready-to-drink beverages
3. Conditions for Exchange and Return
Consumers are entitled to exchange, return, or repair products free of charge if:
● The product is expired or spoiled at the time of purchase or during its reasonable usage period.
● The product does not meet the specifications or advertised description.
● The product is defective or damaged in a way that prevents its use.
Exchange and Return Period by Product Type:
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Product Type
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Return / Exchange Period
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Notes
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Fresh food (vegetables, fruits, fresh confectionery, meat, freshly prepared food)
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24 hours from the time of purchase
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Due to rapid perishability, any defect or spoilage must be reported immediately.
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Frozen products
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Up to 7 days from the date of purchase
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Must be stored at the correct temperature.
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Canned and non-perishable products
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7–14 days from the date of purchase
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Must be unopened and unused.
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Ready-to-drink beverages
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3–7 days from the date of purchase
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Depending on the type of beverage and expiration date.
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These periods are internal guidelines and do not limit the consumer’s legal rights in case of defective or spoiled products.
5. General Conditions
● Proof of purchase (invoice or receipt) must be presented.
● The product must be returned in its original condition (unopened or unused), except for spoiled or defective items.
● The defect or issue must be reported as soon as possible after discovery, preferably within the allowed period for each product type.
6. Exceptions
● Consumable and non-defective products cannot be returned due to a change of mind.
● Any product that has been fully opened or consumed cannot be returned unless it is defective or spoiled.
7. Exchange or Return Procedures
1. Submit the product along with the invoice to the Customer Service Department or management via the listed communication channels.
2. The product will be inspected to verify its condition and suitability.
3. One of the following actions will be taken, depending on the product’s condition:
○ Exchange for an equivalent product
○ Full refund of the purchase price
○ Repair of the product, if feasible
8. Communication Channels and Complaints
Consumers can submit any complaint or request for exchange/return via the following channels:
● Phone: +966568988884
● Email: Info@otantiksweetksa.com
● Website: https://otantiksweetksa.com/
In case of disagreement, consumers may file an official complaint with the Ministry of Commerce and Industry – Consumer Protection Department.
