Order Cancellation Policy

Last Updated: July 2026

At AEEN SHOP, we strive to prepare and dispatch orders as quickly as possible to ensure that food products and beverages are delivered in their best condition. This Order Cancellation Policy explains the circumstances under which orders may be cancelled and outlines the rights and responsibilities of both the Customer and AEEN SHOP in accordance with the applicable laws and regulations of the Kingdom of Saudi Arabia.

1. Scope of this Policy

This Policy applies to all orders placed through AEEN SHOP and forms an integral part of the Store's Terms & Conditions, Shipping & Delivery Policy, and Return, Exchange & Refund Policy.

2. Cancellation Before Order Processing

Customers may request to cancel their order without any cancellation charges provided that the order has not entered the processing, packing, or shipping stage.

Once the cancellation request has been approved, any payment received will be refunded to the original payment method in accordance with the payment service provider's processing timelines.

3. Cancellation After Order Processing Has Begun

Once AEEN SHOP has started processing, packing, or allocating products for an order, cancellation may no longer be possible due to the nature of food products and the operational requirements necessary to maintain their quality and safety.

AEEN SHOP reserves the right to reject cancellation requests after order processing has commenced.

4. Cancellation After Shipment

Once an order has been handed over to the shipping company or AEEN SHOP's delivery courier, the order shall be considered in the delivery stage and cannot normally be cancelled.

If AEEN SHOP exceptionally agrees to intercept or return a shipment before delivery, the Store reserves the right to deduct all actual shipping, return shipping, logistics, and handling costs incurred in accordance with the Return, Exchange & Refund Policy.

5. Refusal to Accept Delivery

If a Customer refuses to accept delivery for reasons not attributable to AEEN SHOP, the Store reserves the right to:

Treat the order as cancelled at the Customer's request.
Deduct the outbound shipping charges.
Deduct the return shipping charges.
Deduct any actual logistics, handling, or operational costs incurred in processing the order, to the extent permitted by applicable law.

This policy also applies where the Customer originally benefited from Free Shipping or any other promotional shipping offer.

6. Orders That Cannot Be Cancelled

Orders may not be cancelled in the following situations:

After food products have been successfully delivered.
After products have been opened or used.
Where products have been specially packed, prepared, or customized at the Customer's request.
Where cancellation would violate applicable laws or compromise food safety or the ability to resell the products.

7. Cancellation by AEEN SHOP

AEEN SHOP reserves the right to cancel any order where permitted by law, including but not limited to the following circumstances:

Product unavailability.
Pricing or product deion errors.
Suspected fraudulent activity.
Inability to verify customer information or payment details.
Incomplete or inaccurate delivery information.
Failure to contact the Customer within a reasonable period.
Operational, technical, or regulatory circumstances preventing fulfillment.

Where payment has already been received, the refunded amount will be returned to the original payment method unless otherwise permitted by law or this Policy.

8. Refund Processing

Approved refunds resulting from order cancellations shall be processed in accordance with AEEN SHOP's Return, Exchange & Refund Policy.

Refunds will normally be returned to the original payment method.

For Cash on Delivery (COD) orders, approved refunds will be transferred to the Customer's designated bank account after verification.

The time required for the refund to appear may vary depending on the Customer's bank or payment service provider.

9. Changes to this Policy

AEEN SHOP reserves the right to amend or update this Order Cancellation Policy at any time to reflect operational, legal, or regulatory requirements.

Any amendments become effective immediately upon publication on the Store.

10. Contact Us

For any questions regarding order cancellations, please contact us through our official channels:

Phone / WhatsApp: +966 53 561 5584

Email: [email protected]

Business Hours: Saturday to Thursday 11:00 AM – 8:00 PM (Saudi Arabia Time)

English | Saudi Arabia