Shipping & Delivery Policy

Shipping & Delivery Policy

This Policy sets out the Consumer's rights and obligations in relation to the shipping and delivery of goods purchased through MDD Direct, as follows:

1. Definitions

  • 1.1. Seller: Madd Smart Information Technology Company, Unified National Number 7002514391, also referred to as 'MDD Direct'.
  • 1.2. Customer: Any natural or legal person who uses or visits the MDD Direct Platform.
  • 1.3. Platform: The MDD Direct Platform, which is owned and operated by the Seller.
  • 1.4. Product: Any goods purchased by the Customer through the MDD Direct Platform.

2. Returns & Customer Rights

  • 2.1. The Customer shall have the right to know the total shipping cost prior to completing payment, including any applicable taxes and customs duties.
  • 2.2. The Customer shall have the right to receive a shipment tracking number at no additional cost.
  • 2.3. The Customer shall have the right to receive the Product within the delivery timeframe communicated by the Seller or the shipping company.
  • 2.4. The Customer shall have the right to have their personal data kept confidential, including their name, address, telephone number, and shipment information.
  • 2.5. The Customer shall have the right to receive fair compensation in the event of delay, loss, or damage to the shipment, in accordance with the applicable laws and regulations.
  • 2.6. The Customer shall have the right to access clear communication channels for submitting complaints and enquiries relating to shipping and delivery and to receive a response within a period not exceeding 10 Business Days.

3. Customer Obligations

  • 3.1. The Customer shall provide the Seller with an accurate, clear, and complete shipping address.
  • 3.2. The Customer shall refrain from requesting the shipment of any prohibited or restricted materials or products in violation of the applicable laws and regulations.
  • 3.3. The Customer shall ensure the accuracy of the Order details and delivery information before completing the purchase.
  • 3.4. The Customer shall monitor the status of the shipment using the tracking number provided by the Seller or the shipping company.
  • 3.5. The Customer shall inspect the Product upon receipt and verify its condition before confirming delivery, where reasonably possible.
  • 3.6. The Customer shall notify the Seller of any damage, loss, or delay affecting the shipment within a period not exceeding 30 days from the date of receipt or, in the case of loss, from the expected delivery date.

4. Complaints

  • 4.1. The Customer shall first contact the Seller or the shipping company through the official customer service channels designated for handling complaints and enquiries.
  • 4.2. If the complaint is not resolved within a period not exceeding 10 Business Days, the Customer may escalate the complaint to the competent authorities in accordance with the laws and regulations applicable in the Kingdom of Saudi Arabia.
  • 4.3. The Customer may submit complaints relating to shipping and delivery services to the competent authorities through their designated official channels.