Sell, Refund and Returns Policy

1. Introduction

“Terms of Sale” means the terms and conditions under which purchases are supplied and delivered to you as a buyer on www.sinjab.co or on our mobile app (together, the “Site”), owned and operated by Sinjab Retail for Pets and Ornamental Fish, a company registered in the Kingdom of Saudi Arabia under commercial registration number ******* issued in Jeddah.
Please read these terms carefully before proceeding with any purchase through the Site. By submitting a purchase order through the Site or the app, you agree to these Terms of Sale and to be bound by them with immediate effect.

2. Order Acceptance

Supplier: As identified on the Site, each product in an order is sold either by us or by a local or international seller.
Order Acceptance: Your order is accepted by us when we notify you in writing (by email, SMS, or a mobile notification). If we cannot accept your order, we will inform you in writing or by phone, and the product amount will not be charged. If charged by mistake, the amount will be returned to your bank account or e-wallet balance.
Payment: By placing an order, you authorize us or any third party specialized in electronic payments to charge the value of the purchases to your credit/debit card or wallet. We accept payment via:
1. Credit or debit card.
2. Your electronic wallet.
3. Cash on delivery (up to SAR 2,000).
For card payments, we may ask you to open an account with our payment processors, including accepting their terms and conditions and providing your details on your behalf. You authorize us to do so and acknowledge we are not liable for any loss or damage you may incur as a result.
We may add or remove accepted payment cards or methods at any time without prior notice.
Order Cancellation by You: You may cancel an order immediately before shipment for any reason.
Order Cancellation by Us: We may cancel your order if:
1. You fail to pay when due.
2. You fail within a reasonable time we specify to provide information required for delivery.
3. You do not permit delivery within a reasonable time or fail to receive the products.
4. We detect bulk or multiple purchasing attempts under clause 2-8 below.
Bulk & Multiple Purchases: We reserve the right, at our sole discretion, to reject any orders if we detect bulk or multiple purchases of similar products that may affect stock.

3. Delivering Your Order

Delivery Costs:
- Delivery charges apply as shown on the Site and per each seller’s policy.
- If the order is shipped and you do not receive it without a valid reason, the shipping cost will be charged to you.
- If you received free shipping for purchasing multiple products or per the seller’s policy and you later return products, the store may recalculate and charge the applicable shipping cost.
Delivery Date: Will be displayed to you on the Site.
Delivery Delays:
1. If delivery is delayed for reasons beyond our control, we will contact you as soon as possible and take steps to minimize the impact.
2. If no one is available at your address to receive the product and delivery fails, we will inform you how to arrange delivery or collection.
3. If you cannot receive the product as agreed or reschedule after a failed attempt, we will contact you for further instructions. If we cannot reach you or arrange a new time despite reasonable efforts, we will cancel your order in accordance with these Terms of Sale.
ID Verification at Delivery: At our discretion, we may make any inquiries necessary to verify your identity or the ownership of your payment instruments by requesting additional information or documents (e.g., an ID form or the credit card). If we cannot verify the information provided, we may refuse delivery and cancel the order.
Cross-Border Delivery: You may be registered as the importer for products delivered from outside the country. You must ensure the products comply with applicable laws and regulations and pay all duties and customs charges.
Title to Products: Title passes to you once we deliver the products to your delivery address and you pay in full.
Buyer Invoices: We will issue an electronic invoice for your purchases and send it to your email, including the item price, tax, and delivery fees.
Seller Invoices: We will issue an electronic invoice for your sales and send it to your email, showing the item value less the Site commission and any applicable tax on the establishment.

4. Return & Exchange Policy

Return Conditions
The product must be unused, in its original condition and packaging, and include all accessories.
Return Window
You have the right to return the product within 1 day (24 hours) of receipt and submit a return request on the Site/app before the deadline.
Return Reasons
(You received the wrong product) (The product is not as described on the Site) (You received a damaged product) (You changed your mind).
Exchange Window
You have the right to exchange the product within 3 days (72 hours) of receipt and submit an exchange request on the Site/app before the deadline.
Non-Returnable Items: You may not return or exchange:
1. Items that have been used, damaged by you, or are not in the same condition as received.
2. Consumables that have been used or installed in something else.
3. Products missing their serial number or with a tampered serial number.
4. Products in certain categories, including the sale and purchase of animals, foods and beverages, clothing and socks, health-related items such as medicines, supplements, personal care, and some accessories (e.g., chew toys and synthetic bones).
How to Request a Return: Contact the seller directly via in-app instant messaging, or submit a return/exchange request by tapping the relevant option in the Orders section of your profile.
How Refunds Are Calculated
1. Delivered products: We will refund the full price of the returned product including the cost of returning it to us (excluding the original shipping fee to you) in the following cases:
2. The product is defective or not as described on the Site.
3. The return is due to our error (e.g., pricing/description error or delivery delay beyond the agreed date), etc.
  For all other cases, we will refund the product price (excluding the original shipping fee to you), and you bear the cost of returning the product to us.
4. Undelivered products: You are entitled to a full refund if you cancel the order before shipment.
Refund Method: Refunds will be made using the same payment method, as follows:
1. If you paid cash on delivery, we will refund to your e-wallet.
2. If you paid by credit card, you may choose a refund to the card or to your e-wallet.
Refund Timing: Refunds are issued once we receive and inspect the product at our customer goods processing center:
1. Refund to your credit card: within 15 business days from the date we receive the returned product at our center.
2. Refund to your e-wallet: within 5 business days from the date we receive the returned product at our center.
3. If you cancel before shipment, the amount will be refunded automatically.

5. Defects & Product Damage — Warranty

Warranty:
Sinjab’s warranty policy protects your product against defects in materials, design, or workmanship that may occur after purchase, and we are committed to high-quality service. Warranty terms apply; not all products are covered. You should check each seller’s page for warranty policy and duration and which products are covered. The warranty is limited to repairing the defective product, replacing the defective part, replacing the product, or refunding the purchase price paid.

Veterinary Clinics: Provide services at their highest quality and capabilities to ensure excellence, good reputation, and high customer ratings in the app, and must honor appointments as booked through the app. Any cancellation requires notifying the customer, offering to reschedule or to refund amounts paid.
Veterinarian & Animal Care: Provide services with the necessary qualifications, tools, and skills to perform duties to a high standard, ensuring excellence and high ratings. Must respect booked appointments; cancellations require notifying the customer and offering to reschedule or refund.
Transport & Delivery Services: Provide services using the agreed transport means as shown in the app, with vehicles model year 2015 or newer, free from mechanical/technical issues, clean, and equipped with tools to provide comfort and safety for passengers or animals, complying with traffic safety requirements. If, God forbid, an animal dies during transport, the vehicle owner bears part of the animal’s cost if negligence is proven; if death is natural, there is no liability.
Supplies & Accessories Department: Sellers warrant products are sound and free from manufacturing defects in materials. Details follow each seller’s policy. Clothing, fabric/cotton items, and collars are non-returnable/non-exchangeable to safeguard your pet’s health.
Food & Health Products Department: Sellers warrant product quality and packaging, free from manufacturing defects, with at least 6 months remaining shelf life. Details follow each seller’s policy.
Animal Sales & Purchases Department: Sellers warrant the animal’s health and that it matches the specifications listed on the Site, with full disclosure and no fraud or concealment. If otherwise, the seller bears the consequences. Animals are not returnable or exchangeable (subject to each seller’s policy). Sellers must transfer ownership to the buyer if official papers exist.

Warranty Period: Repair or replacement under this warranty does not extend or renew the warranty. Warranty terms follow the product manufacturer’s policy. For product-specific warranty details, please review the seller’s page.

Warranty Exclusions:
1. Repairs attempted by non-authorized service centers; physical damage (breaks, bends, dents) preventing operation; liquid damage (submersion or splashing of electronic products).
2. Removal of the product’s serial number.
3. Failure to perform maintenance or periodic inspection.
4. Abusive or improper use, usage outside the intended purpose, or contrary to the manufacturer’s instructions.

6. Customer Legal Obligations

You acknowledge and undertake that you:
1. Will comply at all times with applicable laws and regulations, including, without limitation, all privacy laws and regulations.
2. Have full power and capacity to enter into this agreement and pay amounts due under these terms.
3. If purchasing on behalf of a company, you represent it, are duly authorized, and it will be bound by these Terms of Sale.
Subject to clause 1-6, our services are provided to you on an “as-is” basis without any warranty, representation, or condition of any kind. We disclaim all warranties, whether express, implied, statutory, including, without limitation, merchantability, fitness for a particular or general purpose, non-infringement, compatibility, security, freedom from errors or interruptions, timeliness, proper delivery, or overall adequacy.
The warranty in clause 1-5 is the exclusive warranty we provide under these Terms of Sale.

7. Liability

Nothing in these Terms of Sale limits or excludes any party’s liability for:
1. Fraud, including fraudulent misrepresentation.
2. Death or personal injury caused by that party’s negligence.
3. Any other liability that cannot be limited or excluded under applicable law.
Subject to clause 1-7, neither we nor our establishment, directors, employees, agents, suppliers, or licensors shall be liable—whether in contract, tort, breach of statutory duty, or otherwise—arising out of or in connection with these Terms of Sale, for loss of profits, data, information, or any consequential, incidental, indirect, or special damages, even if advised of the possibility.
Additionally, to the extent permitted by law, neither we nor our establishment, directors, employees, agents, suppliers, or licensors are liable—and you agree that we are not liable—for any loss or damage arising directly or indirectly from:
1. Late delivery or failure to deliver any part of the products where you failed to provide required information within a reasonable time from our request or failed to pay.
2. Damage resulting from unauthorized repairs.
3. Loss of any data stored or saved on the Site or app due to reasons beyond our control.
4. Your full reliance on content or other information on the Site concerning the product you ordered.
5. Your use or inability to use the product you ordered.
6. Delays or outages of the Site or our services.
7. Damage to your device resulting from using the product you ordered.
8. Loss of business opportunity or inability to conduct business due to our failure to deliver on time.
Subject to clause 1-6, if clauses 2-3-6 are found inapplicable or unenforceable for any reason, then our total liability (including that of our establishment, directors, employees, agents, suppliers, or licensors) to you—whether by court judgment, contract, tort, breach of statutory duty, or otherwise—shall be limited to the lower of: the sale price of the product on the Site plus its original shipping cost and the cost of return shipping.
You agree to indemnify and hold harmless us (including our establishment, directors, employees, agents, suppliers, and licensors) from losses, harm, damages, or expenses (including legal fees and attorneys’ fees) arising out of or related to:
1. Claims or demands by any third party resulting from your use of the Site and our services.
2. Your breach of any terms and conditions of this agreement, including any warranties, representations, or undertakings.
3. Your violation of applicable laws.

8. General Provisions

Governing Law: These Terms of Sale and any non-contractual rights and obligations arising out of or related to them are governed by the laws of the Kingdom of Saudi Arabia and construed accordingly.
Dispute Resolution:
1. If you are dissatisfied with any products purchased via the Site, you may contact us by email, our social media channels, or live chat on the Site with the seller from whom you purchased.
2. If you cannot reach a resolution under the terms and conditions within thirty (30) days of notifying the seller of your issue, you may refer the matter to the competent courts in the Kingdom of Saudi Arabia.
Third-Party Rights: No party other than the parties to this agreement has any right to enforce any of its terms.
Relationship of the Parties: Nothing in these Terms shall be construed as a partnership or joint venture; the parties are independent contractors.
Further Assurances: Each party will do, execute, or arrange the doing and execution of all such acts, documents, or things reasonably within its power to implement these Terms to their fullest extent, including assisting each other to comply with applicable law.
Assignment: These Terms are binding upon and for the benefit of the parties and their permitted successors and assigns. You agree not to assign or transfer these Terms or any of your rights or obligations, directly or indirectly, without our prior written consent, which we may withhold on reasonable grounds.
Entire Agreement: These Terms and the documents referred to or attached constitute the entire agreement regarding their subject matter and supersede all prior agreements, negotiations, and representations, written or oral.
Changes: You cannot unilaterally change, vary, amend, or supplement these Terms of Sale. We reserve the right to modify, vary, and supplement them at any time. We will publish the current version on the Site, and any change is effective upon publication or on the effective date we specify (as applicable). Your continued use of the Site and our services after any change constitutes your agreement to be bound by the updated terms.
Severability: If any provision is determined by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision is immediately deleted and the remaining provisions continue in effect so long as the legal and economic substance of the transactions remains materially unaffected.
Force Majeure: No party is liable for losses, damages, delays, or failure to perform due to events beyond their control, whether reasonably foreseeable or not (including acts of God, legislative/judicial acts, governmental/regulatory decisions, acts of subcontractors or third-party suppliers, economic boycott, power outages, or labor disturbances).
Waiver: Our waiver of any provision is not a waiver of any other provision (similar or different), nor a continuing waiver, unless expressly stated in writing.
Survival: All provisions of these Terms, express or by nature surviving, remain in effect upon the suspension or termination of your Site membership.

Notice: Please always keep the product’s original box to ensure warranty service per the terms and conditions of certain service centers.