Awesome shopping experience exchange/ replacements and return(s) Details at Saudi

Awesome shopping experience through seamless return

Free Returns

Don’t worry if our product didn’t meet your expectations. Our returns are hassle-free.

Assured Quality

All our products undergo a rigorous quality check.

15 days returns

We believe in simplicity hence we offer a 15-days return across categoriess.

Secured Shopping

Your transactions are fully encrypted.

How does return work?

Start off a return

Navigate to ‘My Orders’ page and click on ‘Return’(if eligible).

or you can contact our customer support team for necessary assistance to initiate the return.

Plan a pick-up

A pick-up will be scheduled by one of our courier services or you can also contact our customer support to schedule a pick-up.

Return an item

Pack the item in its original packaging with seal,labels and tags in place. Hand over the package to our courier Service.

Initiating refund

Once your item(s) reaches our warehouse, we will have a quality check and then refund will be processed

Return policy

1. You can Return or Exchange a product if:

  • The product description has details of returns timelines and If any of the below is the case:
    • You have received the wrong product.
    • You have received a damaged/defective/expired product.
    • You need to exchange the product for a different size of the same one.
    • The product condition at the time of return or exchange is intact.

2. Product condition at the time of Return or Exchange:

We will only accept a return or an exchange under the following conditions:

    • The products are in their original manufacturer box (retail packaging - sealed/closed box) and is not damaged or tampered with in any way. The seal of the product needs to be intact and must include all accessories/freebies received along with the order.
    • For clothing & other fashion products, the product needs to be unused and placed in the original packaging with all of its original tags/labels attached to it.

Please note that if the seal of the product is broken (or missing tags), a 30% restocking fee might be applied.

3. Cancelling the Return or Exchange Request

You can also call our customer support and we will put in our best efforts to instruct the courier pick-up representative to terminate the collection of products from your location.

4. Extended Return

The return window for all the products purchased at TiLa is 15 days (7 days for groceries items) after delivery. However, we understand that sometimes you may be busy and could miss completing your return request within our timelines. Therefore, our return policy is flexible and shall offer you the below extended return options:

If you return your product We will refund you
16 to 30 days after purchase* 80% of the product's price
After 30 days of purchase No refund, no return allowed
i) Ensure that the product condition at the time of extended return is intact, sealed, with all tags, accessories or freebies If any
ii) Groceries items are not accepted for extended return.

5. Non-returnable products list

The products that cannot be returned or exchanged are as follows:

  • Products for which it was specifically mentioned “No Returns" in the product description
  • Non-returnable products from the list below:
    • Underwear/swimwear/lingerie
    • Earrings
    • Software
    • Games for consoles
    • Music albums
    • Books
    • Beauty & fragrances
    • Hosiery
    • Fast Moving Consumer Goods (FMCG): Groceries, etc.
    • Inks, toners, screen protectors for mobiles etc.
    • Any consumable products that are used or installed cannot be returned
    • Products from groceries category
  • Items such as Home Appliances, Sports Equipment or Furniture, or any other large item that was unboxed and/or installed