Last updated: 9/14/2026
At Hopeway Stores, we want you to be fully satisfied with every order. This policy explains how you can cancel an order, return items, and request refunds.
1. Order Cancellation
1.1 Cancellation Before Dispatch
- You may cancel your order free of charge at any time before it has been dispatched/picked by our team.
- To cancel, go to “My Orders” in the app/website and select “Cancel Order,” or contact customer support with your order number.
1.2 Cancellation After Dispatch
- Once an order has been dispatched or is out for delivery, it can no longer be canceled through the app.
- If you no longer want the order at this stage, please contact customer support — cancellation may still be possible depending on delivery status, but may be subject to a cancellation fee to cover delivery costs already incurred.
1.3 Cancellations by Hopeway Stores
We reserve the right to cancel an order, in whole or in part, in cases such as:
- Product unavailability or stock issues.
- Pricing or listing errors.
- Delivery address falling outside our serviceable area.
- Suspected fraudulent or unauthorized activity.
If we cancel your order, you will be notified and any amount already paid will be refunded in full.
2. Returns
2.1 Non-Returnable Items
Due to the nature of grocery products, the following are generally not eligible for return once delivered:
- Fresh produce, meat, dairy, and other perishable items (unless damaged, spoiled, or incorrect on arrival).
- Opened or used items.
- Items without original packaging (where applicable).
2.2 Eligible Returns
You may request a return or replacement if:
- The item received is damaged, spoiled, or expired.
- The item is different from what you ordered.
- The item is missing from your delivery despite being charged.
- The item has a manufacturing defect (for non-perishable/packaged goods).
2.3 How to Request a Return
- Contact our customer support within [Insert Timeframe, e.g., 24 hours] of delivery.
- Provide your order number, the affected item(s), and a photo showing the issue (where applicable).
- Our team will review your request and confirm the next steps (replacement, pickup, or refund).
3. Refunds
- Approved refunds will be processed to your original payment method (or as store credit/wallet balance, where offered) within [Insert Timeframe, e.g., 3–7 business days].
- For cash-on-delivery orders, refunds may be issued as store credit or via bank transfer, as coordinated with customer support.
- You will receive a notification once your refund has been processed.
- Delivery fees are non-refundable unless the cancellation/return is due to an error on our part (e.g., wrong item sent, missing items, or a service failure).
4. Exchanges
If you received an incorrect item, we will prioritize sending the correct item where stock allows, instead of processing a refund — subject to your preference and item availability.
5. Damaged or Missing Items Reported Late
Claims submitted after the timeframe specified in Section 2.3 may not be eligible for return, replacement, or refund, as freshness and product condition cannot be verified beyond that window.
6. Promotional & Discounted Orders
- Items purchased using a promotional code or discount are eligible for return/refund under the same conditions as regular items, but any refund will reflect the discounted amount actually paid.
- Promotional codes used on a canceled or returned order may be forfeited and are generally non-reusable, unless stated otherwise in the specific promotion’s terms.
7. Contact Us
For cancellations, returns, or refund inquiries, please reach out to:
Hopeway Stores
Email: info@hopewaystores.com
Phone: +966 55 315 8097
Address: Riyadh, Saudi Arabia
8. Changes to This Policy
We may update this Cancellation & Return Policy from time to time. Changes will be posted on this page with a revised “Last updated” date.
