Food safety first. As our products are perishable food items, we cannot accept returns of opened or partially consumed products, except where the product itself is defective.

Your 7-day return right. Under the Saudi E-Commerce Law, consumers may return online purchases within 7 days of receipt. By law, this right does not apply to perishable food products or customized items (such as gift boxes with personalized messages or custom sleeves). Defective, melted or damaged products remain fully covered under the clauses below.

Melted or damaged on arrival. If your order arrives melted, damaged or in unacceptable condition, contact us within 24 hours of delivery via WhatsApp +966 56 111 6928 or email info@nwat.global with clear photos of the product and packaging. After review, we will offer — at your choice — a free replacement (shipped at our cost) or a full refund.

Wrong or missing items. If you receive an incorrect item or part of your order is missing, notify us within 24 hours and we will ship the correct/missing items free of charge or refund their value.

Not covered. We are not responsible for: product melting after successful delivery (e.g. the package left in heat or unattended at the customer's request); orders delivered to an incorrect address provided by the customer; or failure to receive the shipment after repeated courier attempts.

Refund method & timing. Refunds are issued to the original payment method within 5–14 business days, depending on your bank or payment provider.

Order cancellation. Orders may be cancelled free of charge any time before dispatch. Once dispatched, the order follows the replacement/refund rules above.