Buyer Protection

Every seller on Masrawe must submit real business and identity documents before their store goes live - our team reviews them personally, and a store cannot be approved without this step. Sellers who violate our policies can be suspended at any time, immediately taking their storefront offline.

Pay the way that suits you: card payment (processed securely through Stripe, which never exposes your card details to us), Cash on Delivery, your Masrawe Wallet, Fawaterk, or Valu installment financing. Card details are never stored on our servers.

If an item arrives damaged, wrong, or not as described, you can request a return within 14 days of delivery. Once approved, your refund is issued back to your original payment method, or as Wallet credit when the payment provider can't refund automatically - and every step is confirmed to you along the way.

If a seller doesn't resolve an issue directly, our team reviews the order and can approve a return or refund on your behalf. Track every return or dispute you've raised at any time from My Returns in your account.

Reach our support team any time through the live chat in your account, or via the Contact Us page.