Refund & Return Policy

1. Scope of This Policy

This Policy applies only to:

• Products shipped or supplied through the application
• Orders placed by merchants or users through the application

This Policy does not apply to:

• Technical, digital, consulting, or implementation services such as store design, migration, automation setup, development, or advisory services, unless otherwise expressly stated in writing
• Any product, service, or transaction directly governed by a third party and its own policies

2. Categories of Orders

Orders processed through Maxab Hub fall into two main categories:

Category One: Orders Sourced from External Platforms (e.g. AliExpress)

Where a product, order, or shipment originates from AliExpress or a similar external platform:

• The return, replacement, and refund policy shall be governed entirely by the original platform's or supplier's policies, terms, and conditions
• Maxab Hub's role is technical only, including technical enablement, system support, workflow support, or operational facilitation
• Maxab Hub is not responsible for whether a return or refund request is accepted or rejected by the original platform or supplier
• Maxab Hub does not guarantee processing times, approval rates, dispute outcomes, or refund amounts determined by the original platform or supplier
• Any dispute relating to product quality, defects, delay, description mismatch, non-delivery, or refusal of return by the external supplier shall be governed primarily by the policies of the original supplier or platform

Category Two: Products Directly Governed by Maxab Hub

If the product or order is directly governed by Maxab Hub and not by an external platform, returns are available subject to the following conditions:

• A return request may be submitted within 14 days from the date of delivery
• The product must remain in its original condition, not materially used, not damaged, and accompanied by its original accessories where applicable
• Proof of order, receipt, or shipment reference must be provided
• The merchant bears the return shipping cost
• Return shipping charges may be up to SAR 45 per shipment
• Returns that do not satisfy this Policy, involve misuse, excessive wear, damage, or non-compliance may be rejected

3. Non-Returnable / Non-Replaceable Cases

Return or replacement requests will not be accepted in the following cases unless required by law or due to a proven fault on our side:

• The 14-day period has expired
• The product has been damaged due to misuse, improper storage, or negligence
• The product has been materially used or altered from its original condition
• Original packaging or essential accessories are missing where these are required for acceptance
• Custom-made or specially requested items that are inherently non-resalable
• Digital products, licenses, activation codes, or technical services that have already been delivered or activated
• Failure to follow the official return request procedure

4. Return Request Procedure

To request a return or replacement, the customer must:

• Contact support within the applicable return period
• Provide the order number, shipment details, and the reason for the request
• Provide images or video where required to verify the issue
• Wait for approval and return instructions

Submitting a request or shipping the item back does not, by itself, constitute final approval unless confirmed by us or by the original responsible platform, depending on the order type.

5. Inspection of Returned Items

We reserve the right to inspect any returned product or order to verify:

• Its condition
• Compliance with return requirements
• Completeness of accessories
• Absence of misuse

The final decision regarding acceptance or rejection shall be based on inspection results and the applicable policy.

6. Replacement

Where a product is directly governed by Maxab Hub and the request is approved, we may:

• Replace the product with a similar item, subject to availability
• Issue the appropriate refund based on the case
• Offer another reasonable solution at our discretion

This remains subject to stock availability, case nature, and inspection outcome.

7. Refunds

If a return is approved for a product directly governed by Maxab Hub:

• The eligible product value will be refunded after deducting applicable return shipping charges or any non-refundable fees, where applicable
• Refunds will be made through the original payment method or another suitable method determined by us
• The time for the amount to appear may vary depending on banks, payment processors, and related financial systems

For orders governed by external platforms, any refund is fully subject to the original platform's or external supplier's refund mechanisms and final decisions.

8. Limitation of Maxab Hub's Responsibility

To the maximum extent permitted by law:

• For orders governed by external platforms, Maxab Hub's role is limited to technical or operational support only
• Maxab Hub does not guarantee that any return, replacement, or refund will be approved by the supplier or external platform
• Maxab Hub is not liable for losses resulting from delayed shipping, supplier refusal, or differences in external platform policies
• Maxab Hub is not liable for indirect damages, lost profits, lost customers, or reputational harm related to orders or return processes

9. Services Not Covered

All technical, digital, consulting, or implementation services, including but not limited to:

• Store design
• Store migration to Shopify
• Store development or modifications
• Automation setup or system integration
• Technical consulting or configuration

are time-, expertise-, and execution-based services. Once work has started, been delivered, or activated, such services are non-refundable unless expressly stated otherwise in a written agreement.

10. Policy Changes

We may amend this Policy at any time, and the revised version shall become effective upon publication.

11. Contact

For return requests or inquiries, please contact us: