🛍️Buyer LegalRefundsReturns, Refunds and WarrantyVersion 1.1FWR-BUY-019

Refund Policy

Where your money goes back to, what is included in the amount, and what is not refundable.

📅Effective: 26 July 2026🔄Last updated: 26 July 2026⏱️7 min read🌐Available in Arabic & English

1. When a refund becomes due#

Situation	Governing document
You cancelled an Item before it shipped	Cancellation Policy
We cancelled an Item (stock-out, pricing error, impossibility)	Order, Pricing and Availability Policy
The shipment was not delivered and came back	Delivery Attempts, Refusal and Failed-Delivery Policy
You returned an Item and the return was accepted	Returns Policy
The Item is defective, wrong, damaged or incomplete	Damaged, Defective, Wrong or Missing Products Policy

1.1 Who pays the refund. Refunds are approved and executed by FAWRAN LLC, which operates the FAWRAN marketplace under the trade name FAWRAN and collected your payment as payment facilitator. In all three fulfilment models the refund comes back to you from Fawran: you are never asked to collect it from the Seller yourself, and whatever settlement Fawran and the Seller reach between them is not your concern and does not delay you.

2. ★ Where the money goes back to#

2.1 The rule: back to the same payment method, wherever that is technically possible.

How you paid	Where it goes back
Card	To the same card
Cash on delivery	To your Fawran Wallet
Wallet credit (top-up or gift card)	To your Wallet
Mixed payment	To each method, in the proportion paid with it

2.2 Why does a cash-on-delivery refund go to the Wallet? Because the payment was cash at the door, so we hold no electronic method to send the money back to.

⚠️

Wallet credit is not paid out in cash and is not transferred to a bank account. It is credit for use inside the Fawran platform. If it matters to you that a refund returns to your original payment method, choose card payment at checkout.

2.3 A refund destination cannot be changed after execution. If you have a preference, tell us before the refund is approved.

3. Timeframes#

Stage	Time
From return acceptance to refund approval	Within two working days of the inspection result
Refund to the Wallet	Immediate on approval — it appears in your balance straight away
Sending a card refund to the payment provider	Within three (3) working days of approval
Its appearance on your card statement	Determined by your card issuer, not by us

3.1 What we control is sending the refund. When the amount appears on your statement depends on your card issuer and the financial network; we cannot speed that up.

3.2 When a card refund is sent, the return details show you the date it was sent and the transaction reference, which you can use with your bank if needed.

3.3 For cancellations before shipping there is no inspection, so the refund starts as soon as the cancellation is recorded.

4. ★ What the refund amount includes#

Component	Refunded?
The Item price you actually paid (after discount)	Yes
The tax calculated on that Item	Yes
The shipment's delivery fee if the whole shipment is returned and nothing remains in it	Yes
The shipment's delivery fee if you kept an Item from that shipment	No — the service was performed
The delivery fee for a shipment never delivered to you	Yes
The value of a discount or coupon you did not pay	No — see the Promotions, Coupons and Credits Policy
Currency conversion fees charged by your card issuer	No — they never reached us and we cannot return them

4.1 Where the return is caused by a defect or by an error on our side or the Seller's, we refund the delivery fees as well, and charge you nothing for collection. It is not acceptable for you to pay for a mistake you did not make.

4.2 The refund amount and its components appear in the return details, line by line, before it is executed.

5. The cost of collecting a return#

Reason for return	Who bears the collection cost
Defective, damaged, wrong or incomplete Item	Fawran — nothing is charged to you
Inaccurate description on the site	Fawran
Change of mind, bought by mistake, found a better price	Shown to you when you open the return request, before you confirm

5.1 No cost is charged to you without being shown to you first.

5.2 We do not charge a restocking fee.

6. Partial refunds#

6.1 A refund may be partial in specific situations, most commonly:

Situation	Detail
You returned some Items from the Order, not all	Only what you paid for the returned Items is refunded
One Item's return was accepted and another's rejected in the same request	Only the accepted Item is refunded
A coupon condition fell away because of the return	The discount is recalculated — see the Promotions, Coupons and Credits Policy

6.2 Any shortfall against what you paid is explained, never left unaccounted for.

7. Refund without return#

7.1 We may approve a refund without asking for the Item back, for example where:

the cost of collection would exceed the Item's value;
the Item arrived visibly damaged and that is documented in images;
the Item was missing from the shipment in the first place.

7.2 This is a decision we take, not a right you can demand, and it sets no precedent binding us in another case.

7.3 Where a refund without return is approved, we do not later ask you to send the Item back.

8. Who funds the refund#

8.1 A refund may be funded by the Seller, by Fawran, or by both, depending on the reason and the model.

8.2 That does not concern you in practice. The refund amount, its destination and its timing do not change with who bears it in the account between us and the Seller.

8.3 You deal with Fawran on the returns and refunds path in all three models, under the Marketplace and Third-Party Seller Terms.

9. Your statutory right#

9.1 Article 7(A)(1) of the Consumer Protection Law No. (7) of 2017 provides that where the good is defective the supplier is obliged to take it back and refund its price at the consumer's request.

9.2 Article 7(A)(2) provides that where the supplier cannot take the good back because the defect appeared after the consumer consumed it, the supplier is obliged to pay the consumer an amount equal to the value of the damage.

9.3 Article 7(C) provides that the supplier may — with the consumer's written consent — remedy the fault that caused the defect. Repair is not an outcome imposed on you.

9.4 This policy does not reduce that right; any term that did would be void under Article 21 of the same Law.

10. If your refund is late or does not arrive#

10.1 Check first in the return details in your account: has the refund been approved? To which destination? On what date was it sent?

10.2 If it went to the Wallet, it should appear immediately. If it has not, contact us.

10.3 If it went to a card and the period your bank quoted has passed, contact us and we will give you the transaction reference to follow up with your bank.

10.4 If it is still not resolved, the escalation path is in the Customer Complaints and Escalation Policy.

11. Version history#

Version	Date	What changed
1.0	26 July 2026	Initial publication. A new document separating refunds from returns, publishing for the first time the refund destination table, its components and its timeframes, and the rule that cash-on-delivery refunds go to the Wallet.
1.1	26 July 2026	The party that approves and executes the refund identified as FAWRAN LLC, with confirmation that the buyer never collects a refund from the Seller directly and is not delayed by any settlement between Fawran and the Seller. A clarification of an identity that has always applied; no right or obligation is changed and the effective date is unchanged.

Operator and contact details

These details apply to every document in the Legal Center.

Contracting entity: FAWRAN LLC
Trading as: FAWRAN — فورا
Operating market: Marketplace services for customers in The Hashemite Kingdom of Jordan
Registered Office: FAWRAN LLC 131 Continental Drive, Suite 305 Newark, Delaware 19713 United States of America
Legal and privacy contact: admin@fawra.net
Customer support: https://help.fa9ran.com
Governing law: the laws of the Hashemite Kingdom of Jordan
Dispute venue: the competent courts of Amman