Refund & Cancellation Policy

• You may cancel a Pending order free of charge from the order page.
• Once a supplier has Confirmed the order, cancellation requires the supplier’s agreement. Custom-cut steel, ready-mix concrete and made-to-order items cannot be cancelled after confirmation.
• Orders that are In transit cannot be cancelled; refuse the delivery only if the goods are damaged or do not match the order.

Inspect the goods on arrival and note any shortage, damage or specification mismatch on the delivery note before signing. Report the issue within 48 hours from the order page or by emailing support@mysupplier.sa with photos and the order reference. The supplier must respond within 2 business days with a replacement, partial credit or collection.

Standard stock items in original, resalable packaging may be returned within 7 days of delivery subject to the supplier’s approval and a restocking fee of up to 15%. Perishable or time-sensitive materials (cement, mortar, ready-mix, adhesives past their storage window) and cut-to-size items are non-returnable unless defective.

• Card payments are refunded to the original card through Moyasar within 5–10 business days of approval, depending on your bank.
• Bank transfers are refunded to the originating IBAN within 5 business days of approval.
• Cash on delivery orders that are refused at the door incur no charge; partial refunds are paid by bank transfer.
• VAT is refunded proportionally and a credit note referencing the original tax invoice is issued in accordance with ZATCA rules.

Orders created by accepting a bid are governed by the bid’s stated terms (validity, lead time and delivery conditions). Where the bid is silent, this policy applies.

If you and the supplier cannot agree, escalate to MySupplier support. We review the order record, delivery notes and photos and issue a written decision within 10 business days. Our decision does not limit your rights under Saudi consumer-protection and commercial law.