Last updated: 2026-10-26
This policy covers cancelling shipments, refunds, returning shipments to sender, and changing a service. It applies to every service offered on the platform.
Cancelling before pickup
- You may cancel a shipment from your account while it is “Under review” or “Confirmed” and has not been collected.
- If it was paid, the full amount is refunded to the original payment method once you request the cancellation through customer service.
After pickup
- Freight charges are not refundable once the shipment has been collected, because the service has started, unless delivery fails for a reason attributable to SEEN Express.
- If a shipment is not delivered for a reason on our side (a material delay beyond the stated time without force majeure, or misrouting), you are entitled to a refund of the freight charge plus compensation under the shipping & insurance policy.
- Insurance and cash-on-delivery fees are non-refundable once transport has started.
Failed delivery and return to sender
- We attempt delivery up to 3 times and contact the receiver before each attempt.
- If delivery fails because of the receiver or incorrect details, the shipment is returned to the sender, who pays the return at the same tariff.
- Undeliverable shipments are held free for 5 days; storage fees after that are notified in advance.
Changing the service
Before pickup you can change the service type (for example from standard parcel to chilled) or the delivery address, and the price is recalculated. After pickup, address changes depend on feasibility and may carry an extra charge.
Refund timelines
- Cards (mada, Visa, Mastercard, Apple Pay): back to the same card within 5–14 business days, depending on the issuing bank.
- Bank transfer and SADAD: to a bank account in the customer’s name within 7 business days.
- Cash: by bank transfer within 7 business days.
Goods sold by our merchant customers
SEEN Express is the carrier, not the seller. Product returns and exchanges follow the selling store’s policy. Stores can create a “return shipment” from their account to collect the product from the buyer.
Contact
For any question about this policy: info@seenexpress.com — SEEN Express Co. Ltd, Asir St., Laban, Riyadh, Unified National No. 7055192962.