Shipping, Delivery, Exchange & Return Policy

At Roma Trading Group, we are committed to providing a reliable, secure, and transparent shopping experience by clearly outlining our shipping, delivery, exchange, and return terms and conditions, while protecting the rights of our customers and our business in accordance with the applicable laws and regulations of the Kingdom of Saudi Arabia.

1. Shipping & Delivery Policy

1.1 Delivery Areas and Coverage

Roma Trading Group provides shipping and delivery services to covered locations through its approved shipping providers, including temperature-controlled delivery services in designated areas.

Delivery availability depends on the operational coverage of our shipping partners. Shipping options, delivery times, and applicable charges may vary depending on the destination, location, and nature of the products.

If a customer's address falls outside the available delivery coverage, the customer will be contacted to discuss the available options before shipment.

1.2 Free Shipping Terms & Conditions

Roma Trading Group offers free shipping on eligible orders, subject to the following conditions:

Weight Limit: Free shipping applies to orders with a total weight of 60 kg or less.
Delivery Coverage: The delivery address must be within the approved temperature-controlled delivery coverage areas.
Orders Exceeding the Weight Limit: Orders weighing more than 60 kg are not eligible for free shipping. Shipping charges will be calculated based on the order's weight and delivery location.
Areas Outside Temperature-Controlled Delivery Coverage: Free shipping does not apply to destinations outside the approved temperature-controlled delivery areas, even if the order weighs 60 kg or less.
Shipping Charges: Any applicable shipping fees will be clearly displayed before the customer completes the order, based on the total weight, delivery address, and available shipping options.

Important Notice: The display of a "Free Shipping" label on a product or promotional offer does not automatically guarantee free shipping for every order. Eligibility remains subject to the weight and delivery coverage conditions stated above, unless different conditions are expressly specified in a particular promotion.

1.3 Estimated Shipping & Delivery Time

The estimated shipping and delivery period ranges from 1 to 6 business days, depending on the destination city, shipping provider, and service availability.

Delivery times may be affected by seasonal demand, public holidays, or operational circumstances. Customers will be informed of any significant delays when the relevant information becomes available.

1.4 Customer Responsibility for Shipping Information

Customers are responsible for providing accurate and complete shipping information, including their name, mobile number, national address, and delivery location.

If incorrect or incomplete information prevents successful delivery, the customer will be contacted to update the details. Additional reshipping charges may apply, and such charges will be communicated before any further action is taken.

2. Exchange Policy

Without prejudice to applicable statutory or contractual warranty provisions, customers may request an exchange within seven (7) days following the date of receipt, subject to the conditions of this policy and applicable laws.
To qualify for an exchange, the product must remain in its original and undamaged condition and must not have been used or benefited from, taking into account the nature of the product and applicable statutory exceptions.
Roma Trading Group reserves the right to inspect the product before approving an exchange to verify its condition and eligibility.
Customers are responsible for shipping costs associated with exchanges requested for personal reasons, unless the exchange results from a product defect, an order fulfillment error, or circumstances in which applicable law provides otherwise.
For international exchanges, customers are responsible for return shipping costs and handing the product over to the shipping provider, unless the exchange is required due to a defect or an error attributable to the store.
If a product is defective, does not match the agreed specifications, or was supplied incorrectly, the matter will be resolved in accordance with applicable laws, without charging the customer for costs resulting from the error.

2.1 Exclusions from Exchanges

Subject to statutory consumer rights and warranties, exchanges may not be accepted in the following circumstances:

Products manufactured or prepared according to the customer's specific instructions or customized specifications, unless they are defective or do not meet those specifications.
Products that have been used, consumed, or otherwise benefited from, subject to the nature of the product and applicable laws.
Products damaged due to improper use, storage, or handling by the customer.
Other circumstances excluded under applicable laws and regulations.

3. Return & Refund Policy

Without prejudice to applicable statutory or contractual warranty provisions, customers may withdraw from the purchase contract and request a return within seven (7) days following receipt of the product, subject to the Saudi E-Commerce Law and its statutory exceptions.
The product must be in good condition and must not have been used or benefited from, taking into account the nature of the product and applicable legal provisions.
Roma Trading Group reserves the right to inspect returned products to verify their condition and compliance with the applicable return requirements.
Customers are responsible for the costs of returning products when exercising their statutory right to withdraw from a purchase without a product defect or an error attributable to the store, unless otherwise specified in an approved offer or agreement.
For international returns, customers are responsible for return shipping charges and handing the shipment over to the shipping provider, unless the return results from a defect or an error attributable to the store.
If a product is defective, does not meet the agreed specifications, or was supplied incorrectly, the claim will be resolved in accordance with applicable laws, including any refund or compensation legally due, depending on the circumstances.

3.1 Exclusions from Returns

Subject to applicable statutory exceptions and warranties, returns may not be accepted in the following circumstances:

Products manufactured or prepared specifically for the customer or according to specifications provided by the customer, unless they are defective or do not conform to those specifications.
Products that have been used, consumed, or otherwise benefited from, subject to applicable laws.
Products damaged as a result of improper use or storage by the customer.
Products or services excluded from the right of withdrawal under applicable laws and regulations.

These exclusions do not affect the customer's statutory rights in cases involving defective products or products that do not conform to the agreed specifications.

4. Missing Products or Items in Shipments

To protect the rights of both customers and Roma Trading Group and to ensure that claims involving missing products or items are properly investigated, customers are requested to follow the guidelines below.

4.1 Checking the Shipment Upon Delivery

Upon receiving an order, customers are requested to inspect the external packaging for visible damage, signs of opening, or tampering, and to verify that the number of packages received matches the order details.

4.2 Delivery Confirmation Code

If the shipping provider requires a delivery confirmation code, customers are encouraged to verify the number of packages and inspect the visible condition of the packaging before sharing the code with the delivery representative, whenever possible.

The delivery confirmation code serves as proof of receipt. However, it does not affect the customer's right to report missing or defective items discovered after opening the shipment, in accordance with applicable laws.

4.3 Reporting Missing Products

If any products are found to be missing from a shipment, customers are requested to contact Customer Service as soon as the issue is discovered.

Customers are also encouraged to retain the original packaging and order contents, whenever possible, until the verification process is completed.

4.4 Supporting Evidence for Claim Verification

To help our Customer Service team investigate a missing-item claim, customers are requested to provide clear photographs or a video showing, where possible:

The external packaging and its condition upon delivery.
The shipping label, order number, or tracking number.
The opening of the package and its contents.
All products received inside the shipment.
Any visible damage, opening, or tampering with the packaging.

Customers are encouraged to record a continuous video of the unboxing process, particularly for large orders or shipments containing multiple cartons or products.

4.5 When a Complete Unboxing Video Is Unavailable

If a complete unboxing video is unavailable, customers may submit alternative supporting documents or evidence to substantiate their claims.

Roma Trading Group may request additional information to assist with verification.

The absence of an unboxing video alone will not automatically result in the rejection of a claim.

4.6 Claim Review and Verification

Roma Trading Group will review each claim against the available records, which may include:

Order preparation and packing records.
Shipment weights and number of cartons.
Shipping provider records and proof of delivery.
Photographs or video recordings of the packing process, where available.
Supporting documents and evidence submitted by the customer.

4.7 Compensation for Missing or Incorrect Items

If an item is confirmed to be missing or an error is established during order preparation or shipping, Roma Trading Group will resolve the claim by resending the missing product, refunding its value, or providing the compensation due, depending on the circumstances.

Customers will not be charged for any costs resulting from such errors.

4.8 Protection of Consumer Rights

Nothing in this policy shall limit or prejudice any consumer rights provided under the applicable laws and regulations of the Kingdom of Saudi Arabia.

5. Products Damaged During Shipping

If visible damage is noticed upon delivery, customers are requested to document the condition of the packaging and contact Customer Service as soon as reasonably possible.
If damage is discovered after opening the shipment, customers are requested to retain the products and packaging and provide photographs clearly showing the damage, along with the order number.
Roma Trading Group will review the claim and coordinate with the shipping provider when necessary to determine the cause of the damage.
If the damage is confirmed to have occurred during order preparation, transportation, or shipping, the claim will be resolved through an exchange, refund, or compensation as appropriate under applicable laws, without charging the customer for costs resulting from the error.

6. General Terms & Conditions

All shipping, delivery, exchange, and return requests are subject to the applicable laws and regulations of the Kingdom of Saudi Arabia.
Special promotional terms and conditions shall supplement this policy, provided they are clearly communicated to the customer before the purchase is completed and do not conflict with statutory consumer rights.
Roma Trading Group reserves the right to update this policy to reflect operational or regulatory requirements. Any updates will apply to new orders without affecting existing rights and obligations arising from previous purchases.
In the event of any conflict between this policy and applicable laws or regulations, the mandatory statutory provisions shall prevail.
Roma Trading Group — We are always pleased to serve you and remain committed to delivering a safe, reliable, and transparent shopping experience.