Exchange, Return & Refund Policy
1. Nature of Our Products
Okaz sells digital products, including online courses, digital books, guides, files, templates, spreadsheets, educational resources, and other electronically delivered products.
Because these products are digital and non-physical, returns after delivery or access are generally not available.
2. No Voluntary Returns or Refunds
As a general policy, Okaz does not offer voluntary returns, exchanges, or refunds for digital products after the product has been delivered or access has been provided.
This includes situations where:
- The customer changes their mind.
- The customer no longer wants the product.
- The customer has not used the product.
- The customer does not like the content.
- The customer determines that the product is not suitable for their needs after purchase.
- The customer has downloaded or obtained access to the product.
Customers are therefore encouraged to carefully review the product description and available information before purchasing.
3. Technical Problems
If a customer experiences a genuine technical issue preventing access to a purchased product, they should contact:
Please provide:
- Order number.
- Email address used for purchase.
- Product name.
- Description of the issue.
- Screenshot or recording where appropriate.
Okaz will make reasonable efforts to resolve the technical issue and restore access.
4. Product Materially Different From Description
If a delivered product is materially different from its published description, customers should contact Okaz within a reasonable period after discovering the issue.
Okaz will review the circumstances and take the appropriate action in accordance with applicable law.
5. Defective or Unusable Digital Products
If a technical defect prevents a digital product from functioning substantially as intended, customers should contact us.
Where reasonably possible, Okaz may provide a corrected copy, alternative access method, or other appropriate technical solution.
6. Duplicate Purchases
If a customer accidentally purchases the same product more than once, they should contact Okaz as soon as possible.
Duplicate transactions will be reviewed on a case-by-case basis, taking into account whether the product has already been delivered, accessed, or used.
A duplicate purchase does not automatically create an entitlement to a refund.
7. Unauthorized Transactions
If a customer believes a transaction was made without authorization, they should contact Okaz immediately at:
Additional information may be requested to verify the transaction, subject to applicable law.
8. Mandatory Consumer Rights
Nothing in this Policy is intended to restrict or waive any mandatory consumer right that cannot legally be excluded under the laws and regulations of the Kingdom of Saudi Arabia.
Where a cancellation, return, replacement, or refund is legally required, the request will be handled in accordance with the applicable legal requirements.
9. Refund Processing
Where a refund is determined to be legally required or otherwise approved by Okaz, the refund will be processed through the applicable permitted payment method and procedures.
The time required for the refunded amount to appear in the customer's account may depend on the customer's bank or payment service provider.
10. How to Submit a Request
Requests concerning refunds, returns, exchanges, or technical problems should be sent to:
Customers should preferably include:
- Order number.
- Customer name.
- Email used for purchase.
- Product name.
- Reason for the request.
- Relevant supporting evidence.
11. Review Process
Each request will be reviewed based on:
- The nature of the product.
- Delivery status.
- Access status.
- Any technical problem.
- Whether the product materially matches its description.
- Any applicable mandatory consumer rights.
Submitting a request does not automatically mean that the request will be approved.