Cancellation, Returns and Refund Policy
Version 2 · 2026-10-12
This policy applies to orders placed by buying companies on buy.jmaa.sa and forms part of the Master Purchase Agreement between each company and Briventa Company ("Jmaa"). It covers business purchases only.
1. Cancelling an order
| Stage of the order | Can you cancel? | Refund |
|---|---|---|
| Placed, not yet paid | Yes, through the Platform | Nothing to refund |
| Paid, not yet accepted by the supplier | Yes, through the Platform | Full |
| Accepted by the supplier, not yet dispatched | On request to your account manager | Full, less any cost the supplier charges for the cancellation, which we tell you first |
| Dispatched or delivered | No. See sections 3 to 5 | Not applicable |
Made-to-order and customised items cannot be cancelled once the supplier has accepted the order.
2. When Jmaa cancels
Jmaa cancels an order, with a full refund of anything paid, if payment is not received within the payment window shown on the order, if the supplier can no longer supply the item, or if an event beyond our control prevents delivery for more than 30 days.
3. Late delivery
If delivery is more than 7 business days later than the lead time shown for the item, you may cancel the order for a full refund.
4. Short, damaged, wrong or non-conforming goods
- Report the problem through the Platform within 7 days of delivery, with photographs.
- Keep the goods and their packaging until we tell you what happens next.
- We arrange a replacement, a repair or a refund, and collection of the goods at no cost to you.
Defects that appear later are handled under the warranty in the Master Purchase Agreement.
5. Returns for other reasons
Returns of conforming goods are accepted only where the item is marked as returnable. In that case the goods must be returned unopened and in original packaging, at your cost.
6. Items that cannot be returned
Unless defective: made-to-order or customised items, perishable goods, goods whose hygiene seal has been opened, and goods whose return the law restricts.
7. How refunds are paid
Refunds are paid to the company bank account the payment came from, and a credit note is issued for every refund. If you prefer, the amount can stay as credit on your account for future orders.
8. Questions and disputes
Contact your account manager or info@jmaa.sa first. A dispute that is not settled follows the disputes clause of the Master Purchase Agreement. This policy is published in Arabic and English; if they differ, the Arabic text prevails.