1. Customer satisfaction guarantee . We aim for 100% customer satisfaction.
If the product is not as described, arrives defective, or is damaged during transit, the customer is entitled to a replacement or a full refund after returning the order to the shipping company within 48 hours of receiving the order .
We would like to emphasize that we are committed to the highest standards of quality in storage, packaging, shipping, and speed of completion.
In case of return or exchange, a return, exchange, or cancellation of an unavailable product or the entire order (if the order is in process) can only be initiated by the customer or the store. The refund will be processed immediately after deducting the specified purchase fees, using the same payment method. If the payment was made via bank transfer, the maximum refund period is 6 days.
The customer is entitled to a full refund without any deductions, purchase fees, or shipping charges in only one case:
If the number of unavailable products in the order exceeds (4 products), the customer has the right to cancel the entire order and receive a full refund to the original payment method without any deductions.
The refund process takes place within 3 to 5 business days after cancellation confirmation.
If the number of unavailable products is less than 4, the customer will be contacted to replace them or deduct their value from the total.
For your safety , the product will not be returned or exchanged except in the following case:
Return Policy
Returns are only accepted in the following cases:
*Products arriving damaged or expired . This does not include refrigerated or frozen products that are specifically excluded under the policies.
For full details, click here .
Note: Fresh or frozen food products cannot be returned or exchanged after receipt in order to protect public health and safety, unless there is obvious damage upon delivery.
The customer is entitled to request cancellation of the order or a refund only if the store is notified that the customer does not want the order and the order status is "in progress" before it is sent out for shipment .
However, if the order has been handed over to the shipping company or the shipping process has begun , it cannot be canceled or refunded, due to the start of the delivery procedures and the incurring of logistical costs.
Note: Once the order is handed over to the shipping company, the order is considered "fulfilled or shipped," and the customer is not entitled to request cancellation or return at this stage.
- After the order has been shipped, it cannot be returned. To ensure the quality of the products, the shipment must be received from the shipping company and not delayed in receiving it so that it is not returned to the source again. In the event of a delay in receiving and the customer is contacted to receive the shipment and he does not receive it and the shipment is returned again to the source and the customer requests redelivery, the customer bears the cost of return and shipping again.
You can submit a free return request within 24 hours of receiving your order when you visit our store in Madinah - Central Meat and Vegetable Market - Al-Halqa
The product must be unused and undamaged and must be in the same original condition in which you received it.
You cannot replace any product that has been consumed or used.
Fragile products, hygiene products, sanitizers, face masks, and personal hygiene and protection products of all kinds cannot be returned in order to protect public health.
If you wish to return or exchange one of our products:
1- Please contact customer service by submitting a ticket via WhatsApp, calling 0548608711, or emailing us, including your order number, the product(s) you wish to return or exchange, and the reason for the return. We will respond within 4 hours. Thank you for your patience.
2 - After reviewing the order and considering the possibility of return or exchange, the store's customer service team will contact you.
