سـهل

Complaints handling policy

We take every complaint seriously and commit to clear response and resolution times.

How to file a complaint

  • Email: (put "Complaint" in the subject).
  • WhatsApp or phone: .
  • The contact form on the website.

What we need from you

Your store name or Sahl domain, the order or invoice number if any, a description of the issue and when it occurred, and what you are asking for.

Response and resolution times

  1. Acknowledgement with a tracking number within one business day.
  2. Initial response with a resolution or a request for more information within 3 business days.
  3. Closure with a resolution or a reasoned final reply within 10 business days.

Refunds and compensation

If a service defect or non-conformity with what was agreed is confirmed, you are entitled to a refund per the refund policy, returned by the same payment method within two weeks at most.

Escalation

If you are not satisfied with the outcome you can escalate to management at the same email with the word "Escalation", and you always have the right to file a complaint with the Ministry of National Economy as the authority supervising e-commerce.