Refund & Return Policy

Refund & Return Policy

Last updated: November 1, 2025

Thank you for shopping with Brandola Marketplace.
We want you to enjoy a secure and transparent shopping experience. If you are not completely satisfied with your purchase, we’re here to help in accordance with the Saudi E-Commerce Law, UAE Consumer Protection standards, and Amazon Payment Services (APS) refund regulations.

1. Return Eligibility

You may request a return or refund under the following conditions:

  • The item is unused, unopened, and in its original packaging.

  • The return request is submitted within 7 days from the date of delivery.

  • The product is damaged, defective, or incorrectly shipped.

Please note that certain categories — such as cosmetics, skincare, personal care, and hygiene-related products — are non-returnable for safety and hygiene reasons unless the product is defective upon arrival.

2. How to Request a Return

To initiate a return or refund request, please contact our support team at hello@brandola.com and include:

  • Your order number

  • A photo of the product (if defective or damaged)

  • A brief description of the issue

Once approved, we will send you detailed Aramex return instructions and schedule a pickup from your address.

3. Refund Process

After receiving and inspecting the returned product:

  • If approved, refunds are processed within 5–10 business days.

  • Refunds are credited to the original payment method used (credit card, debit card, or Payfort/APS-linked wallet).

  • Shipping fees are non-refundable unless the return is due to a Brandola error (wrong or defective item).

All refunds follow the Amazon Payment Services (APS) dispute-handling framework and comply with Central Bank of the UAE consumer-protection guidelines.

4. Exchange Policy

We do not currently offer direct exchanges.
To replace an item, please request a refund and place a new order for the preferred product.

5. Non-Returnable Items

We cannot accept returns for:

  • Opened, used, or damaged products not due to shipping;

  • Cosmetic, personal care, or hygiene products (unless faulty);

  • Gift cards, promotional vouchers, discounted, or final-sale items.

6. Damaged or Defective Items

If your package arrives damaged, missing, or incorrect, please notify us within 48 hours of delivery.
We will verify and arrange an immediate replacement or full refund, including shipping fees where applicable.

7. Late or Missing Refunds

If you haven’t received your refund within 10 business days, please check with your bank or card issuer.
If the issue persists, contact us at hello@brandola.com, and our payment team will coordinate with Amazon Payment Services to resolve it promptly.

8. Compliance & Security Notice

  • Refunds are processed in line with Amazon Payment Services (Payfort) secure transaction protocols.

  • Brandola maintains a valid trade licence and active corporate bank account under the registered business name Establishment ARBE VACHIN Commercial.

  • All refund and payment activities comply with UAE Central Bank retail-payment and Saudi E-Commerce Law standards.

  • Customer data related to refunds is handled in accordance with data-protection and AML regulations.

9. Contact Information

For any inquiries about returns, refunds, or payment disputes, please contact our support team:

📧 hello@brandola.com
📞 0552115473 | 0550367709
🏢 Establishment ARBE VACHIN Commercial
Building No: 8839, King Abdullah Rd, Al Wurud Dist, Postal Code 23221, Jeddah – Kingdom of Saudi Arabia

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