Shipping & Returns Policy
Fast shipping across the Kingdom and a fair return policy for every order.
Last updated: November 2025
At Fitness Secrets, we work to provide a safe and reliable shopping experience in accordance with the e-commerce and consumer-protection regulations of the Kingdom of Saudi Arabia. This policy explains your rights and how to request a return or exchange for supplements and health products.
Notice: Some health products and supplements cannot be resold after opening for health and regulatory reasons. We therefore apply a strict policy to protect the safety of all our customers.
Scope of this policy
This policy applies to all orders placed through the Fitness Secrets online store (www.fitness-secrets.net) or any of our digital sales channels within the Kingdom of Saudi Arabia.
This policy covers the following products:
- Dietary supplements, vitamins, and health and body-care products.
- Health and fitness support products and devices, where available.
- Nutrition programmes or digital plans, where available, subject to the conditions below.
Return and exchange period
Under the e-commerce regulations of the Kingdom, customers may request a return or exchange within no more than 7 days from the date the order is received in the following cases:
- You received a product different from the one ordered.
- There is visible damage to the packaging or product upon delivery.
- The product has a manufacturing defect supported by photographs or an approved report.
Returns due only to a change of mind do not include dietary supplements or health products that have been opened, used, or whose original packaging has been tampered with, because they cannot be resold for health and regulatory reasons.
Products eligible and ineligible for return
Products eligible for return
- A completely sealed product in its original packaging, without opened or torn seals.
- A product that was damaged or broken on arrival, with supporting photographs submitted within 24–48 hours.
- A product sent in error or not matching the order.
Products not eligible for return
- Any dietary supplement that has been opened or used, or whose seals have been removed.
- Products that expire because of improper storage by the customer after delivery.
- Nutrition programmes or digital files after they have been sent to the customer, unless there is a fault preventing access to the content.
To protect customer safety, a product showing signs of use, an opened package, or a removed protective seal cannot be returned or exchanged unless the reason is a manufacturing defect or an error by the store.
Product condition and packaging requirements
The following conditions must be met to complete a return or exchange:
- The product must be in its original condition, unused and unopened.
- The packaging must be intact and free from writing or additional labels.
- The purchase invoice or order number and confirmation messages, where available, must be provided.
- Clear photographs of the product and packaging must be provided in cases of damage or discrepancy.
How to request a return or exchange
To request a return or exchange, contact us within no more than 7 days from the date of delivery through one of the following channels:
Contact channels
- Email: Info@fitness-secrets.net
- Customer-service WhatsApp: +966501485409
- Working hours: 2:00 PM to 10:00 PM Saudi time.
Please include the following details in your request
- Full name and mobile number.
- Order number and purchase date.
- Product name and quantity to be returned or exchanged.
- Reason for the return, with photographs where there is damage or a discrepancy.
Shipping costs and fees
Shipping costs are determined according to the reason for the return:
- If the reason is an error by Fitness Secrets (wrong, damaged, or missing product), we cover all shipping and return costs or the cost of resending the order.
- If the reason is the customer’s preference and the product remains sealed and intact, the customer bears the shipping cost and any courier fees.
Any applicable shipping fee will be explained to the customer before the return is confirmed.
Refunds and processing time
After the product is received, inspected, and confirmed to meet the conditions, we will:
- Issue a shopping voucher equal to the product value or refund the amount, according to the customer’s choice.
- Refund the amount to the same payment method used for the order (Mada, Visa/Mastercard, Apple Pay, and similar methods) within 7 to 14 working days, depending on the bank or payment provider.
- For instalment or buy-now-pay-later services such as Tamara or others, we coordinate with the provider, and processing may take longer according to its policy.
Original shipping fees, where applicable, are not included in the refund when the return is due to the customer’s preference rather than an error by the store.
Damaged or incomplete orders on delivery
If your order arrives with visible damage to the outer carton or with missing products, please:
- Ask the courier to record a note at delivery, where possible.
- Photograph the carton and products from all sides.
- Contact us within 24–48 hours of delivery and attach the photographs.
We will review the case and compensate you by reshipping the product or refunding its value, as agreed.
Digital programmes and services
For nutrition programmes or digital content, where available:
- Nutrition programmes or digital files cannot be returned or exchanged after being sent to the customer, unless there is a fault preventing access to the content.
- If there is a technical problem, we will attempt to resolve it or provide the customer with a suitable alternative.
General provisions and policy updates
Fitness Secrets reserves the right to amend or update this return and exchange policy in line with the laws and instructions in force in the Kingdom of Saudi Arabia. Any update will be published on this page together with the date of the latest revision.
By submitting a purchase or return request through our store, you confirm that you have read, understood, and agreed to this policy.
This policy applies within the Kingdom of Saudi Arabia only. Need help with a return or exchange? Our support team is ready to assist you on WhatsApp. Contact us on WhatsApp