Last updated: 27 July 2026

At 39riyal.com, we want you to be satisfied with your purchase. Customers may request a return or exchange within seven calendar days from the date the order is delivered.

Returns and exchanges are subject to the conditions below and any mandatory rights available under applicable Saudi law. Saudi e-commerce transactions are governed by the Kingdom’s E-Commerce Law and its implementing requirements.

Return Eligibility

To qualify for a return or exchange:

• The request must be submitted within seven calendar days of delivery.
• The product must be unused, unworn, clean, and in its original condition.
• Footwear may only be tried on indoors on a clean surface.
• All original tags, accessories, and packaging must be included.
• The original product box must be returned in good condition.
• The product box must not be taped, written on, damaged, or used directly as the shipping box.
• The customer must provide the order number or other proof of purchase.

Products showing signs of outdoor use, dirt, wear, scratches, odour, damage, or missing packaging may be rejected.

How to Request a Return or Exchange

We recommend contacting us by email, as it provides the clearest and most straightforward record of your request.

Preferred contact: support@thelightstep.com

You may also contact us through:

WhatsApp: +966 54 214 0973
Telegram: +966 54 214 0973
Instagram: @thelightstep_official
TikTok: @thelightstep_official

Please include:

• Your order number
• Full name
• Registered mobile number
• Product you wish to return or exchange
• Reason for the request
• Requested replacement size or colour, where applicable
• Clear photographs if the product is damaged, defective, or incorrect

Please do not send any product back before receiving return instructions from our customer-support team.

Exchanges

Size and colour exchanges are subject to availability.

We cannot reserve a replacement product until the exchange request has been reviewed and confirmed.

Where the requested replacement is unavailable, we may offer:

• Another available size
• Another available colour
• A different product, subject to any price difference
• A refund where applicable

Incorrect, Damaged, or Defective Products

Please contact us as soon as possible if you receive:

• An incorrect product
• An incorrect size or colour
• A damaged product
• A product with a manufacturing defect
• An incomplete order

Please send clear photographs or video showing:

• The product
• The issue or damage
• The original product box
• The outer packaging
• The delivery label

Once the issue has been verified, we will provide an appropriate return, replacement, exchange, or refund solution.

Where the error is confirmed to have been caused by 39riyal.com, we will arrange the reasonable return-delivery solution.

Return and Exchange Shipping Charges

Any applicable return or exchange delivery charge will be communicated to the customer before the return or exchange is confirmed.

Where a return is requested because of customer preference, incorrect size selection, or a change of mind, applicable collection or return-delivery charges may be payable by the customer.

Where the product is verified as incorrect, damaged, or defective when supplied, the appropriate return-delivery costs will be handled by 39riyal.com.

Refunds

Returned products will be inspected after they arrive at our designated return facility.

Once the return has been approved:

• The refund will be submitted through the applicable refund method.
• Online payments will normally be refunded through the original or applicable payment channel.
• Cash-on-delivery refunds may require the customer to provide valid bank-account details.
• Bank and payment-provider processing times may vary.
• Delivery charges and cash-on-delivery fees may be non-refundable where the return is due to customer preference or incorrect size selection.

We will notify the customer after the returned product has been reviewed.

Products That Cannot Be Returned

A return may be rejected where:

• The request is submitted after the seven-day return period.
• The product has been worn outdoors.
• The product has been used, washed, modified, or repaired.
• The product is dirty, stained, scratched, or damaged after delivery.
• The product has an odour or visible signs of wear.
• Tags, accessories, or packaging are missing.
• The original product box is missing or damaged.
• The box has been taped, written on, or used directly as delivery packaging.
• The returned product is not the same product originally supplied.
• The product was customised or specially prepared for the customer.
• The return falls under an exception permitted by applicable law.

Nothing in this policy limits any mandatory customer rights relating to incorrect, damaged, defective, or non-conforming products.

Refused and Undelivered Orders

Refusing a shipment or failing to receive it is not treated as an approved return.

Customers should contact us before refusing an order. Repeated refusal or non-collection of confirmed orders may result in cash-on-delivery access being restricted for future purchases.

Customer-Support Hours

Saturday to Thursday: 9:00 AM–9:00 PM
Friday: Closed
Time zone: Saudi Arabia time

Messages received outside working hours will be reviewed during the next working period.