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Terms & Conditions

Last updated: February 2026

1. Introduction & Merchant Identity

Welcome to Lula Tea (lulatee.com) — a Saudi online store specializing in premium tea and high-quality tea products. The store operates in accordance with the Saudi E-Commerce Law issued by Royal Decree M/126, dated 7/7/1441H, and its implementing regulations.

By using our website or purchasing our products, you agree to be bound by these terms and conditions. Please read them carefully before completing any purchase.

2. About Our Products

Lula Tea specializes in offering carefully selected premium teas. Our products are food items subject to the standards and regulations of the Saudi Food and Drug Authority (SFDA).

  • Tea is a natural agricultural product, and flavor and color may vary slightly between batches — this is normal and not considered a defect
  • Please check the production and expiry dates printed on the packaging
  • Product images on the website are for illustration purposes and may vary slightly from the actual product

3. Pricing

  • All prices are displayed in Saudi Riyals (SAR)
  • The store is currently exempt from VAT registration in accordance with ZATCA (Zakat, Tax and Customs Authority) regulations, as annual revenue is below the mandatory registration threshold
  • All products are subject to stock availability
  • We reserve the right to modify prices at any time. Previously confirmed orders are not affected by price changes

4. Orders

  • Orders are confirmed upon receipt of payment or confirmation of Cash on Delivery
  • You will receive a confirmation message via WhatsApp or email with your order details
  • We reserve the right to refuse or cancel any order due to: product unavailability, pricing errors, or identity verification issues
  • You may cancel your order before it is shipped by contacting us immediately via WhatsApp

5. Payment Methods

We accept the following payment methods:

  • Credit and debit cards (via Tap Payments)
  • Apple Pay
  • STC Pay
  • Cash on Delivery (COD)
  • Bank transfer

All financial transactions are processed securely and encrypted in compliance with PCI DSS standards. We do not store card details on our servers.

6. Delivery and Shipping

  • We deliver within Saudi Arabia only
  • Estimated delivery time: 2-4 business days
  • Tracking information will be provided when your order is shipped
  • Lula Tea is not responsible for delays caused by shipping carriers or force majeure
  • Please ensure your delivery address is correct. We are not responsible for deliveries to incorrect addresses provided by the customer
  • Tea products are shipped in appropriate packaging to maintain product quality during transit

7. Return and Refund Policy

Under the Saudi E-Commerce Law, consumers have the right to return products within seven (7) days of receipt, with the exception of opened food products for health and food safety reasons.

Accepted return cases:

  • Damaged or defective product: If the product arrives damaged or in unacceptable quality, please contact us within 24 hours of receipt with clear photos of the product
  • Wrong order: If a different product was sent than what was ordered, we will send the correct product or issue a refund
  • Unopened product: Unopened products in their original condition may be returned within 7 days of receipt

Cases where returns are not accepted:

  • Food products that have been opened and used (for health and food safety reasons)
  • Custom or specially prepared orders
  • Products damaged due to improper storage by the customer

Return procedure:

  1. Contact us via WhatsApp at +966 53 966 6654 within the specified timeframe
  2. Provide your order number and clear photos of the damaged product or issue
  3. We will review your request and respond within 24-48 hours
  4. If approved, the refund may take up to 14 business days to be processed to the original payment method

Refund methods:

  • Card / Apple Pay: Refund to the same card, may take up to 14 business days
  • STC Pay: Refund to STC Pay wallet
  • Cash on Delivery: Refund via bank transfer
  • Bank transfer: Refund to the same bank account

8. Order Cancellation

  • Before shipping: You may cancel the order and receive a full refund
  • After shipping: The order cannot be cancelled. Please refer to the return policy above

9. Consumer Rights

Under the Saudi Consumer Protection Law and E-Commerce Law:

  • Consumers have the right to receive clear and accurate information about products and prices
  • Consumers have the right to receive an invoice for every purchase
  • Consumers may file a complaint with the Ministry of Commerce via the “Balagh Tijari” app or by calling 1900
  • Consumers may file a complaint with the Consumer Protection Association via their website or by calling +966112792368

10. Limitation of Liability

Lula Tea is not liable for any indirect damages arising from the use of the website or products beyond the value of the relevant order. Lula Tea is not responsible for any health reactions resulting from product consumption contrary to the accompanying usage instructions.

11. Governing Law & Dispute Resolution

These terms and conditions are governed by the laws and regulations of the Kingdom of Saudi Arabia, including the E-Commerce Law and Consumer Protection Law. In the event of any dispute, parties shall first attempt amicable resolution through direct communication. If this is not possible, the dispute shall be subject to the jurisdiction of the competent Saudi courts.

12. Contact Us

For any questions about these terms and conditions:

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