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Urjwan Store

Policy for Handling Complaints and Suggestions

Customer Complaints and Suggestions Policy


1. Introduction

Urjwan.com is committed to providing a fair and satisfactory shopping experience to all its customers. The company places great importance on customer feedback, complaints, and suggestions as a key foundation for improving the quality of its products and services. This policy aligns with the provisions of the E-Commerce Law and the Consumer Protection Law issued by the Ministry of Commerce in the Kingdom of Saudi Arabia.


2. Policy Objectives

  • Ensure the prompt and effective handling of customer complaints and feedback.
  • Increase customer satisfaction and improve the quality of products and services.
  • Comply with all relevant regulations and legislations issued by the Ministry of Commerce.


3. Channels for Receiving Complaints and Suggestions

Customers can submit complaints or suggestions through the following channels:


4. Complaint Handling Process

  • Acknowledgment: Complaints will be acknowledged within 24 hours of submission.
  • Review: The complaint will be reviewed by a specialized team to ensure impartiality and professionalism.
  • Response and Resolution: A response and resolution will be provided within a maximum of 7 business days (excluding the time required for product returns).
  • Regulatory Compliance: If no satisfactory resolution is reached, the customer has the right to escalate the issue to the Ministry of Commerce through the "Commercial Complaint" platform.


5. Handling of Suggestions

  • All customer suggestions are recorded and analyzed by the Business Development Department.
  • If any suggestion is adopted, the customer will be contacted and informed that their input has been implemented.


6. Regulatory Commitments

Urjwan.com complies with all regulatory guidelines issued by:

  • The Saudi Ministry of Commerce
  • The Consumer Protection Authority
  • The E-Commerce Law (Royal Decree No. M/126)

The company regularly updates this policy to ensure alignment with any regulatory changes.


7. Confidentiality and Privacy

All complaints and suggestions are treated with strict confidentiality and are used solely to enhance service quality, in full compliance with the company’s approved privacy policy.