Refund policy

bixdo.sa

Effective date: 1 Aug 2026
Last updated: 1 Aug 2026

1. Our approach

We want you to be satisfied with your purchase. This policy explains when you can cancel, return or exchange a product, how to do it, and how refunds work.

This policy sits alongside — and does not reduce — your statutory rights under the Saudi E-Commerce Law and its Implementing Regulations, and the consumer protection rules of the Ministry of Commerce.

2. Cancelling before dispatch

You may cancel any order at no cost before it is dispatched. Email support@bixdo.sa with your order number, or contact us on +966539833744. If payment has already been taken, we refund it in full.

Once the order has been handed to the courier, the return process in section 3 applies.

3. Your 7-day right to return

You may return an eligible product for a full refund within seven (7) days of receiving it, provided that:

the product is unused and in its original condition;
it is in its original packaging, with all manuals, accessories, cables, adapters, gifts and promotional items included;
any manufacturer's seal, hygiene seal or shrink wrap is unbroken; and
you can provide the order number or tax invoice.

The seven days run from the date of delivery. Where the seventh day falls on a weekend or public holiday, we will accept a request made on the next business day.

Devices may be inspected — you may open the outer carton to look at the product. However, once a device has been switched on, applied to the skin, or its hygiene seal broken, it can no longer be returned under this section for reasons of hygiene and safety. It remains covered by the fault process in section 5 and the warranty.

4. Products that cannot be returned

For hygiene, safety and product integrity reasons, the following cannot be returned or exchanged unless faulty:

skincare and cosmetic products, including sheet masks, once the outer seal or individual sachet has been opened;
any product where the hygiene seal has been broken;
devices that have been used on the skin;
consumable and applicator parts such as gel pads, silicone contact strips, and replacement heads;
products damaged after delivery through misuse, accident, liquid ingress, or failure to follow the instructions;
products bought from a channel other than bixdo.sa or an authorised bixdo reseller;
personalised, engraved or made-to-order items;
gift cards and e-vouchers;
products returned without their packaging, accessories or free gifts, unless we agree otherwise in writing.

Nothing in this section affects your rights where a product is faulty, not as described, or unsafe.

5. Faulty, damaged, wrong or incomplete items

This is separate from the 7-day return right, and applies even if you have used the product.

5.1 Damaged in transit or wrong item. Tell us within 48 hours of delivery at support@bixdo.sa, with your order number, photographs of the outer packaging, the shipping label and the product. We will arrange collection and send a replacement, or refund you in full, at no cost to you.

5.2 Missing items. Tell us within 48 hours of delivery. We will investigate with our fulfilment partner and send the missing item or refund it.

5.3 A fault appears later. If a device develops a fault within the warranty period set out in our Terms and Conditions, contact support@bixdo.sa with your order number, a description of the fault and, where possible, photographs or a short video. We will assess the claim and, where it is covered:

repair the product; or
replace it with the same or an equivalent model; or
refund it,

with the remedy determined by us in line with your statutory rights and the nature of the fault. Where a fault appears within 7 days of delivery, you may choose a replacement or a refund.

5.4 Assessment. We may need to inspect the product, or send it to the manufacturer's authorised service partner, before confirming a remedy. We will tell you the expected timeframe. If assessment shows the fault was caused by misuse, accident or unauthorised repair, the claim is not covered and we will return the product to you; any assessment or return shipping cost will be explained to you in advance.

5.5 Adverse reactions. If you experience an adverse skin reaction to any product, stop using it immediately, seek medical advice if needed, and contact us at support@bixdo.sa. We treat these reports as product safety matters and will handle your case individually, regardless of the timeframes above.

6. Exchanges

You may exchange an eligible product — one meeting the conditions in section 3 — within 14 days of delivery for a different model, variant or size.

Where the replacement costs more, we will collect the difference before dispatch. Where it costs less, we refund the difference to your original payment method. Exchange is available once per order line.

7. How to make a return

Contact us first. Email support@bixdo.sa or message +966539833744 with your order number, the item, and the reason for return. Please do not send anything back before we confirm — unannounced returns cannot be traced to your order.
We issue a return authorisation and confirm the collection method.
Repack the product in its original packaging with all accessories, manuals and gifts. Where possible, place it inside an outer box so the product packaging is not damaged or taped.
Hand it to our courier at the agreed collection time.
We inspect the return within 3 business days of receiving it and confirm the outcome by email.

We may decline a return that does not meet the conditions in this policy. If we do, we will explain why and return the product to you.

8. Who pays for return shipping

Reason for return	Who pays
Faulty, damaged in transit, wrong or incomplete item	We do. Collection is free
Product not as described	We do
Change of mind within the 7-day window	Customer pays, deducted from the refund at SAR 50
Exchange for a different model or variant	Customer pays, deducted from the refund at SAR 50
Return declined because conditions not met	Customer pays the cost of returning the product to them

Original delivery charges are refunded in full where the return is because of a fault, damage, or our error. For a change-of-mind return, the original delivery charge is not refunded.

9. Refunds

9.1 Method. Refunds are issued to the original payment method. We cannot refund to a different card or account.

mada, Visa, Mastercard, Apple Pay: refunded to the card used. Processing on our side takes up to 5 business days from approval; your bank may take a further 5–14 business days to show it.
Buy now, pay later (Tabby, Tamara or similar): we notify the provider, who adjusts or cancels your instalment plan under their own terms.
STC Pay / wallet: refunded to the same wallet.
Bank transfer: refunded to the originating account.
Cash on delivery: refunded by bank transfer. We will ask you for the account holder's name and IBAN. The account must be in the name of the person who placed the order.

9.2 Amount. We refund the price paid for the returned product, plus VAT, less any deductions set out in section 8, and less the retail value of any promotional gift or bundle item not returned.

9.3 Partial returns. Where you return part of a multi-buy or bundle offer and the remaining items no longer qualify for the promotion, we recalculate the discount and refund accordingly. We will show you the calculation.

9.4 Confirmation. We confirm every refund by email, with a credit note where a tax invoice was issued.

10. Abuse of this policy

We monitor return patterns. We may decline returns, or close an account, where we reasonably believe the policy is being used abusively — for example repeated returns of used products as unused, returns of counterfeit or substituted items, or returns of products not purchased from us. We will always explain our reasoning and this does not affect your statutory rights.