Returns & Refunds
Returns & Refunds
How returns work on Eltijarah, where every order is fulfilled directly by an independent vendor.
Eltijarah is a marketplace
Eltijarah connects you with independent shops across Yemen. The platform itself does not hold inventory and never ships products from a central warehouse. Each order is packed and handed over by the vendor you bought from, so returns are also handled directly with that vendor.
Cash on pickup — the easiest case
Most Eltijarah orders are paid in cash when you pick them up at the vendor’s shop. If the item is not what you expected when you see it in person, you can simply decline the order at the counter. No payment changes hands and there is nothing to refund — the order will be cancelled automatically.
Cash on delivery — check before paying
For orders delivered to your door, please open the package and verify the items before paying the driver. If something is wrong, you can refuse delivery and no payment is taken.
After you have paid — contact the vendor
If you have already paid and discover a defect, damage, or that the item does not match the listing, contact the vendor first. You can find the vendor’s shop page and message link inside your order details on the My Orders page.
Each vendor sets their own return window and conditions, but in general:
- Defects or damage caused before you received the item: report within 7 days, the vendor will refund or replace the item.
- Wrong item delivered: report as soon as possible — you should not pay return shipping for the vendor’s mistake.
- Used, opened personal-care, food, or custom-made items are usually non-returnable unless defective.
How a refund is paid back
Because Eltijarah orders are paid in cash, refunds are also issued in cash by the vendor — either when you bring the item back to their shop or when their driver collects it. The platform does not handle the money on your behalf.