phone009668001000127
emailsupport@akada.com.sa

Shipping and Delivery Policy

Shipping and Delivery Policy

Consumer Rights and Obligations Policy for Shipping and Delivery

This policy governs the rights and obligations of the consumer with respect to the shipping and delivery of orders. Our store is operated via the Salla platform in the Kingdom of Saudi Arabia, and our accredited shipping partner is Aramex. All shipping and delivery operations are subject to Aramex’s approved policy. This policy has been prepared in accordance with the E-Commerce Law and its implementing regulations in the Kingdom of Saudi Arabia. This policy is separate and independent from the Return, Exchange, and Warranty Policy.

First: Order Preparation

  • Once payment has been successfully completed, we immediately begin preparing, packing, and readying the goods for shipment.
  • After preparation, the order is handed over to Aramex, and the delivery period commences and is calculated in accordance with Aramex’s policy and operating schedule.
  • Delivery is door-to-door within cities of the Kingdom of Saudi Arabia via Aramex.
  • The maximum weight per shipment is 15 kg under Salla’s discounted waybills.
  • Liquid products are not accepted for shipping via Salla’s discounted waybills.
  • A shipment tracking link is sent to the customer via SMS after the order has been prepared and the waybill has been created.
  • We take care to package products carefully to protect them during transit. The customer is required to inspect the shipment upon receipt. If there is any visible damage, please do not accept it or notify us within (24) hours of receipt with supporting photos, and the matter will be handled in accordance with the Return, Exchange, and Warranty Policy.

Second: Shipping Fees

  • Shipping fees are SAR 27.6 (exclusive of VAT).
  • VAT of 15% is added, bringing the total to SAR 31.74 inclusive of tax.
  • The final charges are clearly displayed to the customer on the checkout page before order confirmation.
  • A tax invoice is issued that includes the product price inclusive of VAT, shipping fees, carrier name, and expected delivery date.

Third: Delivery Period and Circumstances That May Delay Delivery

  • The estimated delivery period is displayed to the customer on the checkout page before order confirmation, and the operational period is calculated in accordance with Aramex’s policy after the order is handed over to them, without prejudice to the statutory (15)‑day period commencing from the date of concluding the order.
  • Delivery may be delayed in the following circumstances:
    The customer enters an incorrect or incomplete address, or an incorrect contact number.
    • The shipping agent is unable to reach the customer or the customer does not respond.
    • Force majeure weather or natural conditions (rain, floods, storms).
    • Remote or hard‑to‑reach areas.
    • Public holidays, seasons, official holidays, and peak demand periods.
    • Regulatory, customs, or operational restrictions imposed by the shipping company.
    • Any circumstance beyond the store’s control relating to the shipping company’s operations.
  • We are committed to notifying the customer of any expected delay or significant difficulties that may affect the delivery date as soon as we become aware of them.
  • Pursuant to the E-Commerce Law and its implementing regulations, the customer has the right to cancel the order and obtain a full refund of the total amount paid — including shipping fees and any costs incurred due to the delay — if delivery is delayed by more than (15) days from the order date or beyond the agreed timeframe, unless the delay is caused by a force majeure event or circumstances beyond the store’s control.

Fourth: Customer Responsibility for Entering the Address

  • The customer bears full responsibility for the accuracy and completeness of the address details and mobile number entered when placing the order.
  • The customer must verify the address before confirming the order; once the shipment has been handed over to Aramex, it is difficult to modify the address details.
  • The store is not liable for any delay, re‑shipping, or additional charges resulting from the customer’s error in address or contact details.

Fifth: Handling of Returned or Undelivered Orders

  • If delivery is not possible due to an incorrect address or the customer’s non‑response, Aramex will make re‑delivery attempts in accordance with its policy before returning the shipment to the store.
  • If the shipment is returned to the store due to the customer’s fault or failure to receive it, the customer may bear the re‑shipping charges upon resending.
  • The store reserves the right to deduct the actual shipping costs from the refunded amount in the case of returned undelivered orders resulting from the customer’s actions.
  • To resend a returned order, the customer will be contacted to update the details and pay the shipping fees (if any).

Sixth: Contacting Us Regarding Shipping Issues

  • If you encounter any issue or have any inquiry relating to shipping or delivery, please contact us quoting your order number:
    • Email:support@akada.com.sa
    • WhatsApp: +966 54 059 5507
  • Establishment Name: Akada Trading Company
  • Commercial Registration No.: 1010360968
  • Tax ID: 311053868100003
  • Address: Riyadh, Al‑Faruq District, Building No. 6254, Postal Code 12864 (Abbreviated National Address: REQA6254)
  • We aim to respond and follow up on the issue with the shipping company as soon as possible. Shipping complaints are escalated to Aramex through the quality portal on the Salla platform.
  • The store reserves the right to update this policy provided that consumer rights are not compromised, and the latest version is always published on the website.
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