Complaint Redressal
In accordance with the E-Commerce Law issued by Royal Decree M/126 of 2019
Customer Complaints Team
Saudi Arabia
Registered address
KARTSEEK Arabia Ltd.
Al Olaya District, Riyadh, Kingdom of Saudi Arabia
CR No. 0000000000
How to file a complaint
Contact customer support first
For order-related issues, use the Help Centre or contact support on 800 5555 (8 AM – 10 PM (AST), Sunday to Thursday). Most issues are resolved at this stage within 24–48 hours.
Submit a formal complaint
If support does not resolve it, email the Customer Complaints Team at [email protected] with your complaint, order ID and any supporting documents.
Acknowledgement
We acknowledge your complaint within 48 hours of receipt.
Resolution
We investigate and resolve within 15 days of acknowledgement.
Escalation
If you are not satisfied, you may escalate to the Ministry of Commerce on 1900.
Redressal timelines
| Complaint type | Acknowledgement | Resolution |
|---|---|---|
| Order-related (wrong or damaged item) | 24 hours | 7 days |
| Refund not received | 24 hours | 10 business days |
| Seller dispute | 48 hours | 15 days |
| Data privacy concern | 48 hours | 15 days |
| Fraudulent activity report | 24 hours | 15 days |
| Content or listing complaint | 48 hours | 15 days |
Regulatory basis
This redressal mechanism is established under the E-Commerce Law issued by Royal Decree M/126 of 2019, together with the Electronic Transactions Law, and personal data handled in the course of a complaint is processed under Personal Data Protection Law, Royal Decree M/19 of 2021.