Replacement or cancellation policy

Overview

This policy explains cancellations, returns, replacements, and refunds for orders placed on YourHand. It is designed to align with Saudi consumer-protection rules and how the platform operates in practice.

Cancelling before dispatch

You may cancel an order before the seller dispatches it. If payment was already captured, a full refund is issued to your original payment method once the cancellation is confirmed. Cancellation may not be possible after the seller has started preparing perishable or made-to-order items.

Cancelling after dispatch

Once an order is dispatched or out for delivery, cancellation is generally not available. If you no longer want the order, you may refuse delivery where supported; return shipping or restocking fees may apply for non-defective items.

Returns & replacements

Eligible retail products may be returned within 7 days of delivery if they are defective, damaged, not as described, or missing items. To start a return or replacement, open a dispute from your order page with photos and a short description of the issue.

Items must be unused and in original packaging where applicable
Perishable food, custom-made, and surplus rescue items are generally not eligible for standard returns
YourHand mediates between buyers and sellers under the platform buyer protection policy

Homemade & surplus food

Home-cooked meals and surplus food listings are prepared fresh or offered at reduced prices due to near-expiry timing. Quality issues should be reported within 24 hours of delivery with supporting details. Refunds or credits are assessed case by case.

Refunds

Approved refunds are returned to your original payment method via Tap (mada, Visa, Apple Pay, Tabby, or STC Pay). Processing times depend on your bank or card issuer, typically 5–14 business days after approval.

How to request help

Go to your order page and select the item or issue
Open a dispute or contact support with order details
Our team reviews the case and coordinates with the seller

Full legal documents

For complete legal text, see our refund policy, terms, and privacy documents linked in the site footer.