Shipping policy

Terms, Conditions, and Shipping & Delivery Policy

This document is a binding legal agreement between Kilo Shipping & Delivery (Unified Number: 7008812203) (the "Company" or "Service Provider") and the "Sender" (whether an online store, business entity, or individual). Your use of our services or your handover of parcels to us constitutes your explicit and complete acceptance of the terms and conditions set out below:

1. Responsibility for shipment contents and regulatory compliance

• The Sender bears full legal and regulatory responsibility for the nature and contents of the shipment.
• The Sender acknowledges that the shipment contains no materials prohibited by law and accepts full responsibility for concealing prohibited items, failing to disclose them, or providing inaccurate information about the contents.
• The Sender undertakes and acknowledges that it will not hand over any parcel containing prohibited items, criminal materials, or goods that violate applicable laws and regulations in the Kingdom of Saudi Arabia (including, without limitation: narcotics and psychotropic substances, unlicensed pharmaceuticals, explosive or flammable materials, security-restricted items, or any materials subject to special restrictions imposed by competent authorities).
• Kilo Shipping & Delivery disclaims all criminal and regulatory liability for any violation relating to shipment contents; the Sender alone bears all consequences, liabilities, and compensation owed to security, judicial, and official authorities.
• Pursuant to Article (16) of the Postal Law, the Company shall retain any shipment that is proven or suspected to contain prohibited or criminal materials (such as narcotics and contraband), promptly notify the competent security and official authorities, and hand the shipment over to them.
• Because the Company receives shipments sealed from the Sender, it relies on the Sender's declarations and data regarding contents and is not liable for the Sender's concealment of prohibited materials or provision of inaccurate data unless proven otherwise under applicable law. The Sender remains responsible for contents and any resulting violations, without prejudice to the Company's statutory obligations.
• When creating a shipment through the Company's website, the Sender reviews and electronically accepts the shipping policy by checking the designated consent box. Completing shipment creation after that acceptance constitutes the Sender's acknowledgment of these terms, including responsibility for contents and the obligation not to ship any materials prohibited by law.

2. Packaging and sealing of parcels

• The Company does not provide inner packaging services. All shipments are received from the Sender fully packed and sealed by the Sender and ready for direct delivery.
• The Sender is primarily responsible for adequate inner and outer packaging that protects the contents from breakage or damage during normal carriage.
• The Company is not liable for damage resulting from inadequate packaging or insufficient protection of fragile items inside the parcel.

3. Electronic proof of delivery

• Kilo Shipping & Delivery uses a one-time password (OTP) sent to the recipient's mobile number registered by the Sender when the shipment is created. Verifying the correct code and completing delivery constitutes electronic proof that the shipment was delivered and may be relied upon in any claim or dispute concerning non-receipt, in accordance with applicable law in the Kingdom of Saudi Arabia.

4. Responsibility for product accuracy and shipment contents

• The Sender is responsible for the accuracy of shipment data and for ensuring that the contents match the recipient's order before the parcel is sealed and handed to the Company. Kilo Shipping & Delivery receives sealed shipments and relies on the data provided by the Sender; it does not open parcels or verify the type of products inside or whether they match the recipient's order.
• The Company is not liable for any mismatch between the shipment contents and the recipient's order when that mismatch arises from the Sender preparing and sealing the shipment before handover. The Sender is responsible for any difference between the actual product inside the shipment and the product sold or described to the recipient, including differences in type, nature, or material specifications.

5. Non-acceptance and recipient refusal

• If the recipient refuses to accept the shipment or cannot be reached for a reason attributable to the recipient, shipping fees are not refunded to the Sender and remain fully due for carriage and delivery attempts.

6. Cash on delivery (COD) collection and transfer

• If a courier is instructed to collect shipment amounts from the recipient on behalf of the Sender, the Company shall clear and transfer the collected amounts to the Sender's bank account within forty-eight (48) business hours.
• This period is calculated in accordance with official banking transaction and transfer timelines in the Kingdom of Saudi Arabia and excludes public holidays and official breaks.

7. Force majeure and delivery delays

• The Company uses its best efforts to meet stated delivery timelines (such as same-day delivery). However, if delivery is delayed beyond the scheduled time due to circumstances beyond the Company's reasonable control (such as severe weather, natural disasters, sudden traffic accidents, administrative or security restrictions, or technical failures on national platforms), the Company shall bear no financial or moral liability toward the Sender or the recipient.

8. Right to refuse and return

• Kilo Shipping & Delivery reserves the absolute right to refuse to accept any shipment, cancel its carriage, or return it to the Sender at any stage of transit for any reason the Company deems appropriate.
• If a shipment is cancelled or refused by a unilateral decision of the Company (without a regulatory violation or fault on the part of the Sender), the Company shall return the shipment to the Sender and refund only the shipping fee paid for that shipment.

9. Delivery attempts and parcel returns

• The Company provides up to three (3) delivery attempts to the recipient, within a period not exceeding three (3) business days.
• If delivery cannot be completed because the recipient cannot be reached or does not respond after three attempts, or the stated period ends without delivery, the delivery request is cancelled and the shipment is returned to the Sender, with no right to a refund of shipping fees.

10. Items the Company does not accept for shipping

• The Sender may not ship gold, diamonds, precious stones, jewelry, cheques, or cash, or any other categories the Company declares non-acceptable, or any items whose carriage and delivery are prohibited under the laws of the Kingdom of Saudi Arabia. The Sender accepts this obligation electronically when creating a shipment on the Company's website and must not conceal any such items inside sealed parcels.
• The Company may refuse to accept non-compliant shipments, suspend their carriage, and take necessary action in accordance with applicable law. The Sender bears the consequences of breaching this clause by concealing or failing to disclose such items.
• Pursuant to Article (16) of the Postal Law, the Company shall retain any shipment that is proven or suspected to contain prohibited or criminal materials (such as narcotics and contraband), promptly notify the competent security and official authorities, and hand the shipment over to them.
• The Company is not obliged to compensate the Sender or the recipient for the value of items prohibited under this clause if the shipment is lost, incomplete, or damaged where the Sender concealed those items inside the shipment in breach of this prohibition.

11. Amendments and effectiveness

• Kilo Shipping & Delivery (Unified Number: 7008812203) may amend or update these terms at any time in accordance with applicable laws, binding instructions, and decisions issued by the competent regulatory authority. Amendments apply to shipments created after they are published on the Company's website or platform. Each shipment requires the Sender's electronic acceptance of the shipping policy displayed on the website, including amendments in force at the time of creation.

12. Lost shipments, delivery delays, and compensation

• First — lost shipment: A shipment is deemed lost after it is collected by a Kilo driver and recorded in Kilo's system as received from the Sender, and cannot thereafter be found or located after the necessary verification and tracking procedures, in accordance with applicable laws and regulations in the Kingdom of Saudi Arabia.
• Second — compensation mechanism and levels: Because the Company receives shipments fully sealed from the Sender and does not provide comprehensive insurance on contents, compensation for shipments where the Company's liability for total loss or total damage is established is paid under the following provisions and table, in line with the beneficiary rights protection rules and the Postal Law.
• Weight-based compensation (where no invoices are provided): If no authenticated invoices are submitted, compensation is calculated based on the shipment's actual weight plus a full refund of shipping fees paid by the beneficiary, as follows: up to 5 kg: SAR 75 + shipping fees; over 5 kg up to 10 kg: SAR 110 + shipping fees; over 10 kg up to 15 kg: SAR 150 + shipping fees; over 15 kg: SAR 180 + shipping fees.
• Invoice-based compensation (maximum cap): If the beneficiary provides official authenticated invoices proving the actual value of the contents at handover, compensation equals the value stated on the invoice plus a refund of shipping fees, subject to an overall maximum of SAR 375 per shipment, as the Company does not provide shipment insurance.
• Third — delivery delay: If delivery is delayed beyond the electronically agreed scheduled time due to the Company's negligence and beyond statutory time limits, the Company shall compensate the Sender by refunding the full shipping fee, without conflict with the eligibility conditions in the fourth part of this section.
• Fourth — eligibility conditions: Compensation requires proof of loss and Company liability under applicable law. The Sender is not entitled to compensation and the Company is fully discharged in the following cases under Article (24) of the Postal Law:
• Sender error or negligence: such as providing inaccurate data or inadequate inner and outer packaging.
• Nature of contents and inherent deterioration: damage arising from the fragile or perishable nature of the goods without fault on the part of the carrier.
• Prohibited and restricted materials: the shipment contains materials prohibited by law (such as SIM cards, narcotics, psychotropic substances, cash, gold, and jewelry).
• Force majeure: exceptional events and circumstances beyond the Company's reasonable control.
• Consequential loss: compensation does not include lost profits or indirect damages.
• Fifth — submitting a claim: The Sender submits a compensation request to the Company's official email info@kilo-sa.com with the shipment number and required documents. The Company verifies the claim and decides in accordance with applicable procedures, timelines, and its approved compensation policy.

13. Contact and correspondence

• All correspondence regarding the terms of Kilo Shipping & Delivery's shipping policy must be sent only to the official email address info@kilo-sa.com.

14. Beneficiary complaints

• The Company receives and provides a complaints system on the website www.kilo-sa.com under the complaints section.