Plans change. Sometimes, before an order even ships. This policy covers what happens when an order needs to be cancelled before the courier has collected it, and what follows for your payment.
The dividing line is simple: cancellation applies before courier pickup. After pickup, the order is in transit, and the Return & Refund Policy applies upon delivery.
Under iRazzh's Aggregated Shipping Model, iRazzh books the courier automatically once the seller marks the order ready. Cancellations must therefore be initiated before the courier has been booked and dispatched for collection.
Material updates to this policy come with at least 15 days' notice.
You may cancel an order any time before iRazzh has booked the courier for collection, that is, before the seller has marked the order as packed and ready.
To cancel an order:
A confirmation email is sent immediately upon cancellation. Your refund will be processed within 7 to 14 business days to your original payment method or IRazzh e-wallet, in accordance with Section 5 of this policy.
Once the courier has been booked and is en-route to collect, cancellation is no longer possible on the buyer's side. The Return & Refund Policy applies after delivery.
Where an item falls into one of these categories, this will be clearly indicated on the product listing before purchase.
Sellers may cancel a confirmed order only in genuine exceptional circumstances, such as confirmed stock unavailability, a material listing error, or an inability to safely fulfil the order.
All seller-initiated cancellations are logged to the seller's compliance record and affect their platform ranking and commission rate per iRazzh's published schedule. Repeated or unjustified cancellations may result in listing restrictions, reduced visibility, suspension, or permanent removal from the platform.
Where a seller cancels an order:
iRazzh reserves the right to cancel an order at any stage before dispatch, in any of the following circumstances:
Where iRazzh cancels an order under this section, the affected party will be notified promptly, and a full refund will be issued within 7 to 14 days where payment has already been collected.
Separately from the cancellation routes above, if your order has not been dispatched and delivered within the timeframe stated at checkout, and no alternative delivery period was separately communicated to you, you have the right to cancel the order and receive a full refund of all amounts paid, in accordance with Saudi consumer protection regulations by the Seller.
This right does not apply where the delay results from a force majeure event or other circumstance beyond iRazzh's and the seller's reasonable control, as described in the Shipping & Delivery Policy. For full details on delivery timeframes and delay handling, please refer to the Shipping & Delivery Policy.
All cancellation refunds — whether initiated by the customer, the seller, or iRazzh — follow the same standard timeline:
| Cancellation Type | Refund Timeline | Refund Destination |
| Customer-initiated (before dispatch) | 7 – 14 business days | Original payment method or iRazzh e-wallet |
| Seller-initiated | 7 – 14 business days | Original payment method or iRazzh e-wallet |
| iRazzh-initiated | 7 – 14 business days | Original payment method or iRazzh e-wallet |
This Cancellation Policy and the Return & Refund Policy are complementary and apply at different stages of the order lifecycle:
iRazzh operates as a marketplace facilitator. Except where iRazzh is explicitly identified as the seller of record, each seller remains independently responsible for honoring valid cancellation requests submitted before dispatch.
iRazzh's role is to operate the cancellation mechanism, coordinate through its logistics system, enforce seller compliance, and process refunds through the platform's payment infrastructure.
Sellers bear sole responsibility for cancellations caused by their own actions, stock failures, or listing errors. iRazzh is not liable for delays attributable to third-party payment providers, banking institutions, or force majeure events.
Nothing in this policy limits statutory rights under applicable Saudi consumer protection or e-commerce law.
If you have questions about cancelling an order or this policy, our team is available to help:
