Refund policy

Last updated: 20 October 2026

If something isn’t right with your order, here is what you can do and how quickly we act. This policy does not limit your rights under the E-Commerce Law of the Kingdom of Saudi Arabia or any other consumer rules that apply to you.

At a glance

  • Changed your mind? Return most items within 14 days of delivery, unused and in their original packaging. Standard made-to-order and print-on-demand designs can be returned within 7 days.
  • Damaged, faulty or wrong item? Tell us within 7 days of delivery with photos and we put it right at no cost to you.
  • Want to cancel? Any order can be cancelled free of charge before it is dispatched.
  • Refunds go back to your original payment method. We issue them within 5 business days of approval, and never later than 14 days.

How our orders reach you

Many BOSCONA pieces are shipped directly to you from our partner workshops, brands and warehouses, and some items ship internationally. For this reason a return goes to the address our support team gives you. That address may be a partner warehouse inside or outside Saudi Arabia.

Please don’t send anything back until you have our return instructions. Parcels sent without them may not be accepted. Whichever partner ships your item, BOSCONA is your seller and handles your return and refund with you directly.

Cancelling an order

  • Before dispatch: email info@boscona.com with your order number. We cancel the order and refund you in full, including any delivery fee.
  • Made-to-order, print-on-demand and personalised items can be cancelled only until production starts. Production can begin soon after you order, so contact us as quickly as you can.
  • After dispatch: the parcel can no longer be stopped. Once it arrives you can return it as described under “Returning an item” below.
  • Late delivery: if your order has not arrived more than 15 days after the end of the delivery estimate we gave you, you can cancel and receive a full refund, including delivery fees. This does not apply if the delay is caused by events beyond anyone’s reasonable control (force majeure). If we expect a delay, we will tell you.

Returning an item (change of mind)

You can return most items within 14 days of delivery if:

  • the item is unused, unworn, unwashed and in its original condition;
  • it is in its original packaging, with all tags, seals, labels, accessories and any free gifts;
  • it is not in one of the categories listed under “Items we can’t take back”.

Standard made-to-order and print-on-demand designs (made after you order, but not personalised for you) can be returned within 7 days of delivery on the same conditions.

How to return

  1. Email info@boscona.com within 14 days of delivery (7 days for standard made-to-order and print-on-demand designs). Include your order number, the item or items, and the reason.
  2. We reply within one business day with the return address and instructions. The address may be a partner warehouse inside or outside Saudi Arabia.
  3. Send the item within 7 days of receiving our instructions, using a tracked service, and keep your proof of postage.
  4. When the item arrives and has been checked, we confirm by email and issue your refund.

Return costs. For a change-of-mind return, you pay the return shipping, and the original delivery fee is not refunded. A return to a partner warehouse outside Saudi Arabia can cost more than a local return. If you would like to know where an item would be returned to, ask us before you order.

Exchanges. Our items ship from different partners, so we can’t swap items directly. Return the item for a refund and place a new order for the size, colour or product you want.

If a returned item arrives used, incomplete or damaged after delivery, we will contact you to explain and agree the next steps before any refund.

Damaged, faulty or wrong items

If an item arrives damaged or faulty, is not as described, or is different from what you ordered:

  • Email info@boscona.com within 7 days of delivery. Include your order number and clear photos of the item, the packaging and the shipping label. A quick report lets us settle it fast with the carrier and our partner.
  • We will offer you a replacement or a full refund, including the delivery fee. You never pay for a return we ask for, and for some items we won’t need the item back at all.
  • A fault that only shows up later is still covered. Contact us as soon as you notice it. Your rights under Saudi law, and any manufacturer’s warranty shown on the product page, still apply.

Items we can’t take back

The items below can’t be returned because you changed your mind. They are still fully covered if they arrive damaged, faulty or wrong.

  • Personalised items, made with your own name, text, image or custom artwork. Standard made-to-order and print-on-demand designs that are not personalised can be returned within 7 days of delivery, as described above.
  • Digital products, where offered, such as LUT packs, templates, prompt kits and hook packs, once they have been downloaded or accessed.
  • Hygiene-sensitive items:
    • beauty, skincare, haircare, fragrance and personal-care products that have been opened, or whose seal is broken;
    • underwear, lingerie and swimwear;
    • pierced earrings and body jewellery;
    • other intimate or personal-hygiene items.
  • Perishable items, and items that can’t be returned to their original state once opened, assembled or combined.

Refunds

  • We issue your refund within 5 business days of approving it, and never later than 14 days. Approval happens once a returned item has been received and checked, once a fault has been confirmed, or once a cancellation has been confirmed.
  • Refunds go to your original payment method. Card refunds can take up to 14 business days to show, depending on your bank.
  • For orders paid with a buy-now-pay-later option among the payment methods shown at checkout, the refund goes through that provider, which updates or closes your payment plan.
  • We don’t charge any fee to process a refund.

Questions

Email info@boscona.com, Sunday to Thursday, 9:00–18:00 (Riyadh time). We reply within one business day, in Arabic or English.

Orders placed before 20 October 2026 are handled under the policy that was published when they were placed.