Everything about cancellations, refunds, and returns on the Speedi app.
At Speedi, we are committed to ensuring that your rights regarding returns are clear and transparent. This Return Policy forms an integral part of the General Terms and Conditions governing the use of the Speedi App.
Customers may submit a return request in the following cases:
A. Damaged Product
If the customer receives a product that is damaged or expired.
B. Incorrect Product
If there is a material difference between the type of product received and the product displayed on the App. Minor differences in packaging design or illustrative images shall not be considered grounds for return, provided that the product received matches the type and essential specifications of the product ordered.
If a product is damaged or materially different from the product ordered, the following steps must be followed:
A. Contact Customer Service
The customer must contact Speedi Customer Service directly through Speedi’s official channels, either by calling the unified customer service number or through WhatsApp, within a maximum of 24 hours from the time the order is received.
B. Provide Supporting Photos
The customer must provide Customer Service with all necessary photos clearly showing the condition of the product, and must retain the product until the complaint has been approved or until Customer Service confirms that the product does not need to be collected.
C. Provide Product Accessories and Proof of Purchase
All accessories and complimentary gifts associated with the product, if any, must be included. The customer must also provide the invoice, order number, or any other approved proof of purchase that allows the transaction to be verified, and obtain confirmation from Customer Service that the return request has been submitted.
D. Product Condition
The customer must return the product in the same original condition in which it was received. If the customer opens the product packaging, this shall be considered a violation of the return conditions and an acknowledgment of acceptance of the product.
An exception applies to products where damage or defects cannot reasonably be identified without opening the packaging. Such products include, but are not limited to:
In such cases, opening the packaging or using the product must be limited strictly to what is necessary to identify the damage or defect.
E. Product Collection
If the product is confirmed to meet the return conditions, Speedi will arrange for a delivery representative to collect the product within a maximum of 24 hours.
The return request will be processed and a final response will be provided within a maximum of two business days from the time the product is received by the delivery representative.
Collection by a delivery representative does not apply to fresh or frozen products where Customer Service has confirmed that collection is not required. The customer must not dispose of the product until such confirmation is received. In such cases, the complaint will be processed and the customer compensated without requiring the product to be returned to the branch.
If the return is due to a product defect, damage, expiry, non-conformity, or an error attributable to Speedi, the value of the product will be refunded. Any related fees will also be refunded if the service was not performed as agreed, or if the defect or error deprived the customer of the intended purpose of the order.
If the return is for a reason not attributable to Speedi and the service has already been performed, Speedi may decline to refund service, delivery, or picking fees, provided that such fees were clearly disclosed to the customer before the order was completed.
If Speedi cancels an order for operational or technical reasons, due to product unavailability, or because the order cannot be fulfilled, the full amount paid will be refunded, including service, delivery, and picking fees.
Speedi will begin processing the refund within a maximum of two business days from the date the return or cancellation is approved. Refunds will be processed according to the payment method selected by the customer, as follows:
A. Cash Payments
If the customer paid in cash, the refundable amount will be credited to the customer’s wallet in the App within a maximum of two business days. The credited amount may be used for future purchases.
B. Credit Card or Mada Card Payments
If the customer paid using a credit card or Mada card, Speedi will initiate the refund to the card used for the transaction within a maximum of two business days. Depending on the customer’s bank, processing the refund and reflecting the amount in the customer’s account may take up to 14 business days.
C. Direct Discount Coupon
If a direct discount coupon was used and the product is returned, the customer will receive a refund of the net amount paid for the product after deducting the product’s proportionate share of the discount applied to the order.
D. Cashback Coupon
If a cashback coupon was used and the product is returned, the net amount paid for the product will be refunded, and the returned product’s proportionate share of the cashback credited to the customer’s wallet will be deducted.
If the customer fails to receive the order as required, Speedi reserves the right to deduct all or part of the order value. Any deduction shall be limited to:
Any remaining amount due to the customer will be refunded according to the payment method used and within the timeframes specified in the Refund Processing section of this Policy.
Speedi reserves the right to reject or cancel an order for operational or technical reasons, due to product unavailability, inability to fulfill the order, or suspected misuse of the App or promotional offers.
If Speedi cancels an order after payment has been charged, the full amount paid will be refunded, including service, delivery, and picking fees, according to the payment method used and within the timeframes specified in the Refund Processing section of this Policy.
If the cancellation is due to a reason attributable to the customer, the provisions relating to the deduction of service, delivery, and picking fees, as well as the value of products that cannot be returned or resold, shall apply.
With the customer’s consent, any amount due may instead be provided as credit in the customer’s wallet.
If no recipient is available when the order arrives, the delivery representative will wait for a maximum of 10 minutes from the time of arrival and will attempt to contact the customer using the contact details registered in the App. Once this period has elapsed, the order will be considered cancelled, and the provisions relating to order cancellation and failure to receive an order will apply.
If a product included in an order is unavailable, the customer will be offered a suitable substitute product, or the unavailable product will be removed from the order and its value refunded.
The refund will be processed according to the payment method used and within the timeframes specified in the Refund Processing section of this Policy.
A. Fresh and Frozen Products
Perishable products, whether fresh or frozen, are not collected as returns for public health and safety reasons. Such products include, but are not limited to:
This does not affect the customer’s right to submit a complaint and request compensation if the product was received damaged or expired, subject to the conditions and timeframe specified in this Policy.
Complaints relating to fresh and frozen products will be processed and a final response provided within a maximum of two business days from the date the customer completes the required photos and information. If the complaint is approved, the value of the product will be refunded according to the payment method used, without requiring the product to be collected from the customer or returned to the branch.
B. Products Sold by Weight
Products sold by weight cannot be returned. These include products from the spices and nuts section and the cheese and pickles section.
This does not affect the customer’s right to submit a complaint and request compensation if the product is received damaged or does not conform to the order. In such cases, compensation may be processed without collecting the product from the customer, subject to the conditions and timeframe specified in this Policy.
The return period stated in this section is a specific exception applicable to smoking alternative products and supersedes the general return-request period specified elsewhere in this Policy. The following conditions apply:
Electronic and electrical appliances are subject to the applicable policies and terms of Abdullah Al Othaim Markets. For further details, please visit www.othaimmarkets.com or contact the unified customer service number 920000702.
For inquiries regarding returns, refunds, or compensation requests, customers may contact the Speedi Customer Service Center through the following channels: Unified Customer Service Number 920013103, WhatsApp 920013103, or Email info@speedi.sa.
This page summarizes the return and refund clauses found in the full Terms & Conditions of the Speedi app.