Clear information for using Activato services with confidence.
This policy applies only to purchases made through the activato.net online store within the Kingdom of Saudi Arabia; in-store purchases are not covered. It complies with the Saudi E-Commerce Law (Royal Decree M/126 dated 7/11/1440H) and its Implementing Regulations, and does not limit any right granted to you by law. Last updated: 25 October 2026.
You may return or exchange a product within seven (7) days of receiving your order, without giving a reason, provided the conditions in section 3 are met. The receipt date is the delivery date recorded by the courier.
Returns and exchanges are accepted when the item is in the original condition in which it was received: unworn, unwashed and free of any odours or signs of use; unaltered (no hemming, sleeve shortening or waist adjustment); with all original tags and labels attached and in its original packaging where possible; and accompanied by the invoice or order number. Activato reserves the right to refuse items that do not meet these conditions and to return them to the customer at the customer's expense.
In line with the statutory exceptions, the right of return does not cover: items tailored or altered to the customer's measurements or special request; underwear and socks once opened, for hygiene reasons; items clearly marked at purchase as โFinal sale โ non-returnableโ; and gift cards. These exceptions do not apply if the item is defective or does not match the published description.
a) At one of our stores, free of charge: bring the item and invoice to any Activato store in the Kingdom within the statutory period and our team will inspect it and complete the process. b) By courier: contact us at info@activato.net or via WhatsApp within the statutory period, quoting your order number and reason for return; shipping instructions and the return address will be sent within one working day. The item must be handed to the courier within five (5) days of the return being approved.
For returns or exchanges without a defect (change of mind or wrong size chosen), the customer bears the return shipping cost and the original delivery fee is not refunded. Where there is a manufacturing defect, a different item was delivered, or the item was damaged in transit, Activato bears the return shipping cost and refunds the original delivery fee in full, or provides an identical replacement at no extra charge.
Returned items are inspected within three (3) working days of receipt. Once accepted, the refund is issued to the original payment method within a maximum of fourteen (14) working days; it may take additional time to appear on your statement depending on your bank or payment provider (mada, Visa, Mastercard, Apple Pay). If a discount code or promotion was used, the amount actually paid is refunded, and if a partial return means a promotion no longer applies (such as free delivery on orders of SAR 1,500 or more), the value of that benefit is deducted from the refund. We will notify you when the return is received and when the refund is issued.
You may exchange an item for another size or colour of the same product, subject to availability and the same period and conditions. If the replacement is unavailable the request is processed as a return, and any price difference is settled before the replacement is shipped.
If you discover a defect after the return period has ended, contact us within three (3) days of discovery with photos showing the defect, and we will handle your request in accordance with the consumer protection rules in force in the Kingdom.
This policy does not apply to purchases made directly in our stores; those purchases are governed by the exchange policy displayed in the store and on the receipt.
This policy does not affect your statutory rights. If your request is not resolved to your satisfaction, you may contact our customer service management, and you have the right to file a complaint with the Ministry of Commerce on 1900 or through the โBalagh Tijariโ app.
Email info@activato.net or WhatsApp on the number shown on our Contact page. Working hours: Saturday to Thursday, 10 am to 10 pm (Riyadh time).
Activato may update this policy at any time; the version published on the site at the time you place your order applies to that order.
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