Dispute Resolution

Open the order in your account and click “Message maker”. Most issues (wrong size, late dispatch, packaging damage) are resolved within 24 hours. Makers are required to respond within 2 business days.

If the maker hasn’t responded after 3 business days, or you can’t agree on a fix, click “Open a dispute” on the order page. Provide:

• What you ordered vs what you received
• Photos showing the issue (especially for damaged or not-as-described items)
• What outcome you'd like (refund, replacement, partial refund)

Khaleeja Buyer Protection reviews disputes within 2 business days. We may ask either party for more information. Decisions are made fairly based on:

• The product listing (description, photos, declared materials)
• Order and shipping records (Aramex tracking, dispatch dates)
• Photo / video evidence
• Past behaviour of both parties

• Full refund — including original shipping, when item is damaged, defective, never arrived, or materially not-as-described.
• Partial refund — when the issue is minor and the buyer wants to keep the item.
• Replacement — when the maker has stock and the buyer prefers a replacement.
• No refund — when the dispute is unfounded (e.g. change of mind beyond the 14-day window with no eligible reason).

We strongly prefer that buyers raise disputes through Khaleeja first — chargebacks are slower, costlier, and rarely produce a better outcome. If a chargeback is filed before a Khaleeja dispute is opened, we present evidence to your card issuer. Repeated unfounded chargebacks may result in account suspension.

If you remain unsatisfied with our decision you may escalate to the consumer protection authority in your country (e.g. UAE Ministry of Economy — Consumer Protection Department) or pursue any other legal remedy under the laws of your country of residence.