Exchange and Return Policy

Return and Exchange Policy - Ecard Store

Ecard is committed to providing a clear and transparent digital shopping experience, befitting the nature of the digital products offered on the platform. This policy aims to clarify all provisions related to cancellation, returns, and exchanges, and to specify the circumstances under which return requests are accepted or rejected, in accordance with applicable regulations and the platform's security measures.

By using Ecard services, you acknowledge that you have read and fully understand this policy and agree to all the terms and conditions contained therein, in accordance with the nature of digital products which, in most cases, cannot be returned after delivery.


1. The nature of digital products

Since all products available at “Ecard” are digital products (cards, codes, electronic vouchers), all orders are considered final and cannot be cancelled, returned, or exchanged after the payment process has been completed and the code has been correctly delivered to the customer (whether this is done through the website, the application, or the showrooms).


2. Customer responsibility

Once the process of logging into the website, registering, and purchasing the digital card is completed, the customer assumes full responsibility for:

  • The accuracy of the data entered and the information provided during the purchase process, including mobile number and email address.
  • The customer is not allowed to use his account and must maintain the confidentiality of his account, password, and OTP verification messages. The customer is responsible for any purchase made through his account.
  • Choosing the right product.
  • Ensure the code is compatible with the platform, country, or account being used.


Ecard accepts no responsibility for:

  • The data and user (buyer) information are incorrect, such as the mobile number or email address.
  • Buying the wrong product.
  • Misuse.
  • Sending to another party by mistake.
  • Any restrictions imposed by third parties or service providers, including regional restrictions (Region-lock) or activation policies of the issuing entities.


3. Method of delivering and receiving digital cards


  • Instant delivery: After successful payment on the website or app, the code data is sent via SMS to the customer's registered phone number.
  • Security verification: To access the ecard.sa website and make a purchase, you must confirm your mobile number and verify your payment card details by sending an OTP verification code before issuing the digital code.
  • If the digital card is delayed after payment is completed, you should contact customer service directly via WhatsApp or call 920016542 and send the invoice and order number for verification and to identify the problem.
  • Activation errors: If a message such as "code used" or "incorrect" appears, you should contact customer service at 920016542, attaching a screenshot of the error message and the order number for the purchase from ecard.sa store.

Geographic compatibility: Before purchasing the digital card, you must ensure that the digital card matches the region and country of your account in the store you intend to use it for. For example, a Google Play Store, iTunes or US PlayStation card can only be activated on an account in the same country, and Ecard.sa is not responsible for purchasing a card that does not geographically match your account.


4. Exceptional cases for submitting a request for approval of a return or exchange

According to the e-commerce system, digital products are excluded from the right of return after delivery because they are goods that cannot be returned to their original state after being received or used. Therefore, requests for return or exchange are only accepted in one case only, which is the proven existence of a defect that prevents the card issuer from benefiting from the digital product, according to the following controls:

  • The defect must originate from the original issuer of the digital card and not be the result of restrictions on the user's account, geographical region, or device used.
  • The report must be submitted within one hour of the purchase date.
  • Activation errors: If a message such as "code used" or "incorrect" appears, you should contact customer service on 920016542, attaching a screenshot of the error message and the order number.
  • Make sure the digital product has not been activated or used in any way.
  • Ecard enables verification of the status, including communication with the issuing entity or service provider. The verification process takes 5 to 7 working days and may extend to 15 days depending on the card issuing store and the verification mechanism used.


5. This is not considered a systemically acceptable defect:

  • Misuse or sending the code to another party.
  • Using a third party for the client's account.
  • Code does not match the account, country, or store (Region Lock).
  • Activation was refused by the service provider due to their policies.
  • The product's advertised expiry date at the time of purchase.
  • Problems related to the user's account with the third party (ban - restrictions - lack of requirements).


Once a technical defect is verified that prevents the user from using the product due to a technical or technological problem from the source, the value of the purchases or cards will be returned to the customer's wallet in the store or to the same account used and payment method.


6. Cancellation in case of suspicion

Ecard reserves the right to cancel any order as a precaution in the event of suspected abnormal or non-compliant activity.

In this case:

• The user is not entitled to request a refund of the purchase amount from the bank after receiving the card.

• The amount will be held and will not be returned to the wallet balance or the bank card until the verification is completed.

• The order amount is held for 21 calendar days from the date of cancellation as an initial period for security and financial verification.

During this period, any financial claims from the bank, reports from victims, or notifications from payment providers are awaited. The expiry of the hold period does not constitute an automatic obligation to refund the amount. This procedure is in place to protect all parties and comply with anti-fraud regulations.


7. Objection to cancellation due to suspicion

If the customer believes that the order cancellation due to suspicion was done in error, he has the right to submit a formal objection request via email to [email protected], attaching all supporting documents that prove the validity of the transaction.

The application is subject to review by the relevant team, and the final decision is made based on the results of the verification, without a specific time commitment to decide on the application.

After order delivery

After the code is successfully delivered to the customer's registered number on the platform, Ecard assumes no responsibility for:

• Incorrect customer data recorded.

• The code is lost.

• I stole it.

• Reuse it.

• Sharing it with a third party.

No refund requests will be accepted after the code has been used under any circumstances.

Right to modify the return policy


Ecard reserves the right to modify or update its Returns Policy at any time without prior notice. Modifications will be effective immediately upon posting on the website or application. Your continued use of the service after an update constitutes your explicit acceptance of the revised policy.

Pricing Policy: Card purchase prices are not the value of the credit the customer receives, as card prices may or may not include the value of tax or service fees. The customer must check the product card before purchasing the value of the credit they will receive and the value of the purchase amount.

Ecard.sa reserves the right to change card prices, service fees, and sales prices, and the customer has no right to object to or claim any price differences after the purchase has been completed.


Support and communication

If you have any questions or wish to file a formal complaint, you can contact us through the approved support channels:

Customer service can be contacted by phone or WhatsApp at 920016542

Working hours are from 9 am to 12 midnight

Email: [email protected]

Please review our return and exchange policy periodically to stay up-to-date. Your continued use of the store after changes are posted signifies your full acceptance of those changes.