Return and Exchange Policy

Return Policy

Return Period: Returns are accepted within 5 days of purchasing the item in-store, and 14 days for online & app purchases.
Condition of Merchandise: The merchandise must be unused, unscented, undamaged, and the original invoice must be available in addition to the original tag still attached to the item.
- Shipping Costs: You will not be charged to return an item you purchased, we offer a free returns policy if you initiate a return request within 14 days of delivery. However, certain conditions must be met for the return to be accepted:
  - The item must be unaltered, unused, and in its original condition.
  - The original packaging and labels must be intact.
  - Non-returnable items are mentioned in the 'Non-Returnable and Non-Exchangeable Items' to which they are excluded from this policy.
- If these conditions are met, you can arrange for the collection of the item from your delivery address at no cost to you. However, if the item does not meet the return conditions, it may be rejected and returned to you without a refund. Alternatively, customers can return items purchased online at our physical store in Maraya, Riyadh, Saudi Arabia, Northern Ring Br Rd, An Nakheel 12385.
Defective or Damaged Items: If the product arrives defective or damaged, customers may return the item within 5 days of receipt, provided the defect or damage is reported within 48 hours of delivery.
Inspection of Returns: All returned items are subject to inspection upon receipt. Refunds or exchanges will only be processed after the item has been verified as unused, undamaged, and in original condition. Maraya reserves the right to decline returns that do not meet these criteria.
Discounted Items: Items purchased at a discount, including those using promotional codes or during temporary sales, are non-returnable and non-exchangeable. This policy applies to all discounted products, unless explicitly stated otherwise.

Price Match Guarantee

At Maraya, we are dedicated to providing you with the best value. If you find an identical item for a lower price on a qualifying competitor’s or brand’s website, we will match the price and refund the difference in the form of store credit.

How We Price Match:

Identical Items: We only price match identical items. Variations in brand, color, size, or style will not be accepted.
Full-Price Items Only: The item must be sold at full price. Discounted, promotional, outlet, second-hand, and sale items are excluded from price matching.
In-Stock Requirement: The item must be in stock on the competitor's website at the time of your claim.
Same Currency: The price match must be in the same currency as displayed on the Maraya website. If not, the match will be made in USD, GBP, EUR, or an equivalent market rate.
Post-Purchase Claims: Price matching is applicable only after the item has been purchased and delivered from Maraya. Claims must be made within 14 days of your order date. Pre-purchase price match applications are not accepted.
Shipping Destination: The competitor’s shipping destination must match the delivery country of your Maraya order, and the item must be shipped within Saudi Arabia.
Item-Based Match: Our Price Match applies to individual items, not to the overall order value, based on the competitor’s listed price after selecting the matching shipping destination.

What Qualifies as a Competitor or Brand?

A competitor or brand is any registered website offering a luxury brand and product collection comparable to those available at Maraya. Discount, liquidation, auction, outlet sites, or websites undergoing closing down sales are not considered competitors. Websites that display prices only in currencies not used on Maraya’s platform are also excluded.

How to Claim Your Price Match:

Submit Your Claim: Contact our Customer Care team via email at info@maraya.sa or, WhatsApp @ +966 55 346 3764 providing links to both the Maraya item and the competitor’s item you wish to price match.
Approval and Credit: Once our team confirms your claim meets the above criteria, you will receive store credit equal to the price difference.

How to Return and Refund Online Orders

Initiate Return: The customer can initiate a return or refund request by accessing Order History > choose your Order > then create a return in the 'order history' section in their account on the Maraya app.

In-Store Return: Alternatively, items purchased online can be returned at any Maraya physical store.

Non-Returnable and Non-Exchangeable Items:

The following items are non-returnable and non-exchangeable due to hygiene, safety standards and/or risk of wear and damage during use, which affects their resale value:

Swimwear
Items that have been altered or specially ordered according to customer specifications.
Beauty (Includes skincare products, perfumes, makeup, and hair care products)
Undergarments
Candles
Home accessories
Items that have been subject to promotions and discounts

Exchange Policy:

Exchange Period: Exchanges are accepted within 5 days of purchasing the item in-store, and 14 days for online & app purchases.

Condition of Merchandise: The merchandise must be unused, unscented, undamaged, and the original invoice must be available in addition to the original tag still attached to the item.

Online Exchange Procedure: To organize an exchange online, customers must first return the item following the online return process. Once the item is returned and accepted as per our terms and conditions, the customer will receive store credit equivalent to the value of the returned item. This store credit can be used for future purchases online and in-store. Store credit issued after a return is valid for 12 months from the date of issuance.

Eligibility: Items can be exchanged by arranging collection from your delivery address under the following conditions:

You can exchange an item for a different size only if it's the same product.
The exchange order is only created after the return is approved.
If there are technical issues during order creation after the return, the customer will get store credits regardless of the original payment method.
On placing an exchange request, the same can be canceled at any point.
You can exchange an item multiple times.
Orders paid with Buy Now Pay Later options Like Tabby and Tamara will not be eligible for an exchange request.
Orders placed using coupon codes will not be eligible for exchange.

In-store Exchange: Customers have the option to return items in-store, subject to the same guidelines and conditions as online exchanges.

Exchange Conditions:

Equal or Higher Price: Exchanges can only be made for an item of equal or higher price than the item being exchanged.
Discounted Items: Items purchased with a discount are not eligible for exchange.

Refund Options:

If a customer requests a refund, they have the choice of either having the amount added to their wallet or transferred to their personal bank account.

Maraya