الإسترجاع

Returns & Refunds

Clear options after your purchase.

At Roots, we want every purchase to feel considered from start to finish. This policy explains your options for returns, exchanges, warranties, and after-sales support.

Roots Furniture is part of Al Rugaib Furniture and follows the same return, exchange, warranty, and customer-service policies.

7 Days Refund Requests

Full refund requests may be made within 7 days of purchase, provided the items have not been delivered and policy conditions are met.

14 Days Exchange Requests

Eligible purchases may be exchanged within 14 days of purchase, provided they have not been delivered.

7–14 Working Days

Approved refunds are generally processed within 7–14 working days. Visa refunds may take up to 21 days.

Main Policy

Returns & Exchanges

  1. The original invoice is required for all returns, exchanges, and maintenance requests.
  2. A full refund may be requested within 7 days of the purchase date, provided the items have not been delivered. Refunds do not apply to products supplied by third-party brands, including: Lowha, In-House, Nice, Royal Furniture, Retkom, Ayan Horizon, Haier, Ghaim, Weft, Neyam, Alhome, Reefi, and Arabian SAS.
  3. Purchased items may be exchanged within 14 days of the purchase date, provided they have not been delivered. Special-order items are excluded.
  4. The following categories are not eligible for return or exchange: bed sheets, pillow covers, mattresses, accessories, and carpets.
  5. A return or exchange does not extend the original eligibility period shown on the invoice.
  6. Invoices must be fully paid within 7 days of the purchase date. If payment is not completed within this period, the invoice will be canceled and the amount already paid will be transferred to the customer’s wallet as store credit.
  7. Special orders require a minimum 50% down payment. If the order arrives before the date stated on the invoice, the remaining balance must be paid within 14 days. If payment is not completed within that time, the order will be canceled. Customers may cancel a special order if the products are not delivered within the period stated on the invoice, but no additional compensation will be provided.
  8. Pre-order and special-order products are not eligible for return after 7 days or exchange after 14 days.
  9. Approved refunds will be processed within 7–14 working days from the date the cancellation request is submitted, provided the items have not been received and the request meets the policy requirements. Refunds made to Visa cards may take up to 21 days to appear in the customer’s account.
  10. Products purchased through electronic auctions, online sales, or Garage Sale are not eligible for return or exchange.
  11. If a product is listed with an incorrect price, stock status, dimension, description, or image, Al Rugaib Furniture Company reserves the right to refuse or cancel the related order. The company also reserves the right to cancel any order resulting from a technical error. Customers are not entitled to compensation in these cases.

Special Sale Conditions

Garage Sale

Product Condition

  • Garage Sale items may not be in brand-new condition.
  • Items may show minor damage, marks, or scratches.
  • Original packaging may not be available.

Terms & Conditions

  • Garage Sale items cannot be returned or exchanged once received.
  • The full invoice amount must be paid before the item is collected or delivered.
  • Garage Sale items are not covered by insurance, warranty, or maintenance services.
  • Images showing the product’s condition may be requested within 24 hours of placing the order.
  • A delivery fee of 150 SAR applies per order.
  • Orders may be canceled within 24 hours of purchase. A 15 SAR service fee will be deducted, and the remaining amount will be refunded within 7–14 working days.
  • If the purchased item is found to be unavailable in the warehouse, the order will be canceled and the full amount refunded. No additional financial or non-financial compensation may be claimed.
  • The price guarantee does not apply to Garage Sale items.
  • Electronic vouchers cannot be used for Garage Sale purchases.
  • By completing a Garage Sale purchase, the customer confirms acceptance of the terms and conditions of this section.

Auction Sale

Product Condition

  • Auction items may not be in brand-new condition.
  • Items may have minor damage, marks, or scratches.
  • Original packaging may not be available.

Terms & Conditions

  • Auction items cannot be returned or exchanged once received.
  • The full invoice amount must be paid before receiving the item.
  • Auction items are not covered by insurance, warranty, or maintenance services.
  • Images showing the product’s condition may be requested within 24 hours of placing the order.
  • If an item becomes unavailable in the warehouse after purchase, the order will be canceled and the full amount refunded. No additional financial or non-financial compensation may be claimed.
  • The price guarantee does not apply to Auction items.
  • Electronic vouchers cannot be used for Auction purchases.
  • Auction management reserves the right to review, cancel, or remove bids that are suspected to be non-genuine or intended to manipulate the auction process, and may take appropriate action without prior notice.
  • By completing an Auction purchase, the customer confirms acceptance of the terms and conditions of this section.

After-Sales Support

Warranty & After-Sales Care

  • Free maintenance is provided in accordance with the manufacturer’s warranty, excluding damage caused by excessive or improper use as determined by a company specialist.
  • A 14-day price guarantee applies to purchases. If a lower price is found during this period, the difference will be refunded when supporting documentation is provided. This does not apply to direct purchases from suppliers or distributors.
  • During promotional periods, eligible discounts may be issued as store credit for invoices created within the previous 14 days.
  • If the order cannot be fulfilled, the customer is entitled to a full refund of the invoice amount without additional compensation.
  • Products purchased through auctions are not covered by warranty.
  • Outdoor sets include a 1-year warranty from the original purchase date.

Furniture Maintenance

If furniture needs to be collected for maintenance, an initial fee of 150 SAR to 500 SAR, depending on location, must be paid in advance. A payment link will be sent to complete the transaction and submit the maintenance request.

Accessories

Accessories are not covered by warranty.

Mattresses

Eligible Bedgear mattress refunds will be issued as store credit to the customer’s wallet.