Refund & Return Policy

1. Scope of This Policy

This Policy is issued by Maxab Technology Establishment (مؤسسة مكسب التقنية), Jeddah, Kingdom of Saudi Arabia (“MaXab.ai”, “we”, “us”), and is governed by the laws and regulations in force in the Kingdom of Saudi Arabia.

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, 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, except as described in Section 2

2. Categories of Orders

Orders processed through MaXab.ai fall into three categories:

Category One: AliExpress Orders That Pass Through Our Warehouse

Where the supplier ships the product to our warehouse in China or Hong Kong, and we inspect it and ship it on to your customer in Saudi Arabia:

• MaXab.ai is responsible for receiving the product, inspecting its visible condition against the order, and shipping it to the end customer
• This inspection covers what can be seen on receipt. It does not cover hidden or manufacturing defects, the performance or lifespan of the product, or the accuracy of the supplier's own description
• If the inspection shows apparent damage or a mismatch with the order, we will inform the merchant and may hold the shipment while the matter is raised with the supplier. The outcome of any claim against the supplier remains subject to the supplier's or platform's policies
• After delivery, the return, replacement and refund of the product itself remain governed by the policies of AliExpress or the original supplier, and MaXab.ai does not guarantee their acceptance, processing times or refund amounts
• Any dispute relating to product quality, hidden or manufacturing defects, the supplier's description, or delay or non-delivery before the product reaches our warehouse shall be governed primarily by the policies of the original supplier or platform, and MaXab.ai does not guarantee approval rates or dispute outcomes
• In practice, most return requests are refused by AliExpress once the product has been delivered. Where the platform refuses, the product must be shipped back to China at the merchant's expense
• Return shipping to China is SAR 45 per shipment (AliExpress requires the product to be returned to its warehouses in China), and this amount is not reduced when the order contains more than one product

Category Two: Orders the Supplier Ships Directly to Saudi Arabia

Some suppliers on AliExpress or similar external platforms ship the product directly to the customer in Saudi Arabia, without it passing through our warehouse. For these orders:

• MaXab.ai acts as a technical intermediary only: it connects the store, passes the order to the supplier and syncs its status. It does not receive, inspect or ship the product
• The return, replacement, and refund policy shall be governed entirely by the original platform's or supplier's policies, terms, and conditions
• MaXab.ai is not responsible for whether a return or refund request is accepted or rejected by the original platform or supplier
• MaXab.ai 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
• Where a return is accepted, it is shipped as the supplier or platform instructs, at the merchant's expense

Which route an order takes depends on the shipping method the supplier uses for that product. You may ask us at any time which route an order took.

Category Three: Products Directly Governed by MaXab.ai

If the product or order is directly governed by MaXab.ai 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 is SAR 5 for a return inside Saudi Arabia and SAR 45 per shipment when the product goes back to China, and it is not reduced when the order contains more than one product
• MaXab.ai may refuse any return that does not satisfy this Policy or that involves misuse, excessive wear, damage or tampering

3. Non-Returnable / Non-Replaceable Cases

MaXab.ai may refuse a return or replacement request in any of the following cases, unless the laws in force in the Kingdom of Saudi Arabia require otherwise or the issue results from a proven error on our part:

• 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.ai 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.ai:

• The eligible product value will be refunded after deducting the return shipping charge (SAR 5 inside Saudi Arabia, or SAR 45 per shipment when the product goes back to China) and 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 in Categories One and Two, any refund is fully subject to the original platform's or external supplier's refund mechanisms and final decisions.

8. Limitation of MaXab.ai's Responsibility

To the maximum extent permitted by law:

• For orders the supplier ships directly (Category Two), MaXab.ai's role is limited to that of a technical intermediary
• For orders that pass through our warehouse (Category One), MaXab.ai's responsibility is limited to receiving the product, inspecting its visible condition and shipping it, and does not extend to hidden or manufacturing defects or to the supplier's description
• MaXab.ai does not guarantee that any return, replacement, or refund will be approved by the supplier or external platform
• MaXab.ai is not liable for losses resulting from delayed shipping, supplier refusal, or differences in external platform policies
• MaXab.ai 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 and Salla
• Store development or modifications
• 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: