سياسة الإستبدال والإسترجاع والتعويض

Exchange, Return and Compensation Policy

Exchange and return upon customer request:

• Returns or exchanges are not available for coffee, chocolate, and food items.
• Returns or exchanges are available for other products within three business days after the customer receives the order, and shipping is at the customer's expense.
• If an order is returned at the customer's request, the round-trip shipping fees and electronic payment fees will be deducted from the order value.
• Electronic payment fees are 1% for Mada and 2% for Visa and Apple Pay; Tamara payment fees are 7% of the total order value.

Replacement and refund for compensation:

• If a shipment is received intact and is subsequently returned due to an error, the customer is obligated to return the shipment through the nearest branch of the shipping company first, after which compensation procedures will commence.
• If the order arrives incomplete or does not match what was ordered in the store, the store bears the responsibility, and the customer has the right to request financial compensation or to complete the remainder of the order, provided that the store is notified (through available communication channels) within 3 working days of receiving the order.
• The customer and the store are obligated to resolve it within 3 business days. If the issue is not resolved due to the customer's fault, the store has the right to cancel the refund or exchange.
• In the event of a damaged shipment, the customer must notify the shipping company before accepting the shipment and refuse it, then follow up with the store for compensation.
• If the customer does not contact the store within 3 business days, they forfeit their right to compensation for the order.
• If the customer does not contact the store regarding any error in the shipment within 3 business days, the store has the right to take action as it sees fit.