Returns & refunds

The short version

Window	14 days from the day the parcel reaches you, for any reason at all
Condition	Unworn and unwashed, with tags attached
Return cost	Free. We book the courier and pay for it
Exchanges	Free, including the redelivery
Refund method	Back to the card, wallet or instalment plan you paid with
Refund timing	We start it the day your parcel reaches us; see Refunds for how long each method takes
Not returnable	Only the narrow categories in the list below. Drop 01 has none of them

Your legal right to cancel

Saudi law gives you a right that exists whatever any shop's policy says. Under Article 13(1) of the E-Commerce Law, you may cancel an online purchase within seven days of receiving the product, as long as you have not used it. The seven days run from delivery, not from the day you ordered.

Under that same article the default is that the customer covers the cost of sending the item back — unless the shop agrees otherwise. We agree otherwise: we pay it. See the next section.

Nothing on this page reduces your statutory rights under the E-Commerce Law, the Implementing Regulations, or the rules on commercial fraud and consumer protection. Where our policy is narrower than the law on any point, the law wins.

What ORSA adds

• Fourteen days instead of seven. Double the statutory window, counted from delivery.
• We pay the return shipping — on change-of-mind returns as well as faulty ones, which the law does not require of us.
• We book the courier. You do not go anywhere or queue for anything; the driver collects from the address you choose.
• Exchanges are free both ways, including the replacement's delivery.
• Hem alterations do not void your return. If we shortened a trouser for you, you can still return it — that is our alteration, not your alteration.

What cannot be returned

Saudi law lists specific cases where the seven-day cancellation right does not apply (Article 13(2) of the E-Commerce Law and Article 11 of the Implementing Regulations). The ones that could ever touch a clothing order are:

• Items made to your specification — for example a piece cut to measurements you supplied. This exception does not apply if the item arrives faulty or does not match what was agreed.
• Items that cannot be resold for health reasons — underwear and similar. ORSA does not sell these today. If we ever do, they will be marked as non-returnable on the product page before you buy, exactly as the Ministry of Commerce requires.
• Damage you caused — a defect that appears because of mishandling or misuse after delivery.

Every piece in Drop 01 is returnable. None of it is made to measure, none of it is excluded for health reasons.

We do ask that returns come back unworn, unwashed and with tags attached. The law lets us set reasonable conditions provided we publish them before you buy — which is what this page is. Trying a piece on to check the fit is not "wearing" it.

Faulty, wrong or not as described

This is separate from changing your mind, and better for you in every respect:

• No time limit of 14 days. Tell us whenever the fault appears.
• We pay everything — the return, the replacement, and the original delivery charge.
• Your choice of a replacement or a full refund.
• The tags-attached and unworn conditions do not apply.

If a product turns out to be counterfeit or not to match its stated specification, the Ministry of Commerce requires the money to be returned within fifteen days of your request. We would not take that long, but that is the backstop you are entitled to.

Please tell us within 48 hours if a parcel arrives damaged in transit, so we can raise it with the courier while the evidence is fresh. That request is a courtesy, not a condition — it does not affect your rights over a faulty product.

How to return something

1. Tell us — reply to your order email, use the contact form, or message us on WhatsApp. Give your order number and which piece is coming back.
2. We book the pickup — usually the same working day, from the address and window you choose.
3. Pack it — the original packaging is ideal but not required. Put the piece back in the bag it arrived in with the tags on.
4. You get a receipt — we send a dated return confirmation when the courier collects, so you have written proof the return is with us. Keep it until the refund lands.

Refunds

We start the refund the day your parcel reaches us and passes a quick condition check. After that the timing is the payment network's, not ours:

You paid with	You get it back	Typical timing
mada	Same card	Usually immediate once we submit the reversal
Visa / Mastercard	Same card	Up to 14 working days, set by the issuing bank
Apple Pay	The card behind the wallet	As the underlying card above
Tabby / Tamara	Your instalment plan is cancelled or reduced	We notify them immediately; you will see it in their app

Refunds go back to the method you paid with, as the Ministry of Commerce requires — we will not push store credit on you instead. If you would rather have credit, we can, but only if you ask for it. We do not charge any fee to process a refund.

If you paid delivery on the original order and you are returning everything in it, we refund the delivery charge too.

Exchanges

Wrong size or you would rather have the other colour: tell us and we collect the first piece and send the replacement, both at our cost. If the replacement is out of stock we will say so straight away and refund instead — we will not hold your money waiting for a restock unless you tell us to.

Pre-orders and delays

Drop 01 sells on pre-order: you pay when you order, and we ship when the run lands. That gives you specific protections, which we would rather set out plainly than leave you to discover:

• Your 14 days start when the parcel arrives — not when you paid. A pre-order placed in August for a November delivery gives you your full window in November.
• We tell you the ship window before you pay, and repeat it on your order confirmation, as Article 8 of the E-Commerce Law requires.
• If we are running late, we tell you — proactively, as soon as we expect it, not after the date has passed. Article 14(2) makes that our duty, and it is also just how we would want to be treated.
• More than fifteen days past the date we agreed, you can cancel and get your money back under Article 14(1), including any costs the delay caused you. You do not have to wait for us to offer.
• You can cancel a pre-order any time before it ships, for a full refund. Nothing has been made specifically for you, so there is no reason to hold you to it.

"Pre-orders are final sale" is not something we would write, and it would not be enforceable in the Kingdom if we did.

Mistakes in your order

Wrong size, wrong address, wrong colour: tell us within 24 hours and we will correct it, provided the order has not already shipped. That 24-hour correction right comes from Article 4 of the Implementing Regulations. After 24 hours we will still try — it just becomes a favour rather than a right.

Complaints

Write to hello@orsaclothing.com or use the contact form. We acknowledge every complaint within one working day and aim to resolve it within five working days, telling you where things stand if it will take longer.

If we cannot resolve it, you can raise it with the Ministry of Commerce — the Balagh Tijari service on 1900 or via mc.gov.sa. You are not required to come to us first, and going to the Ministry does not stop you from taking the matter to the competent Saudi courts, which are the only body that can award you compensation.

Contact us

ORSA · Riyadh, Kingdom of Saudi Arabia
hello@orsaclothing.com
Sunday to Thursday, 10:00–19:00 AST

Our commercial registration number, VAT registration number and registered address will be published here and on every invoice before the store begins taking payment, as the E-Commerce Law requires.