سياسة الاستبدال والاسترجاع

This policy organizes the rights of the customer and the obligations of the store when purchasing products displayed in our store on Salla platform. The term customer refers to any person who completed the purchase process, and the product means any tangible good offered for sale, including food products such as coffee and matcha. Completing the order or payment is considered the customer's approval of this policy. First: General Conditions 1- The store guarantees that food products are shipped non-expired at the time of shipping, and the expiration date written on the product packaging is the approved reference. 2- Differences in taste or dislike of the flavor are not reasons for return or compensation as long as the product is sound and matches specifications. Also, food products after opening or removing their seal are not returned or exchanged unless a defect/ spoilage or delivery error is proven according to this policy. 3- Returning a single item purchased within a discount package or collective offer is not accepted; the entire package must be returned if there is a valid reason for return or exchange according to this policy. 4- In cases of force majeure or circumstances beyond control (such as severe weather or road closures), shipping may be delayed, and the customer will be notified by the nearest possible means. The store is not responsible for delays as long as it has taken the necessary measures to deliver the order once the reason ceases. 5- The tracking record issued by the shipping company, or the delivery notification, or what indicates the shipment has arrived at the customer's specified address, is considered proof of delivery unless proven otherwise. 6- When noticing any material breach in the product (such as damage/spoilage/expiration or a significant difference from the order), the customer must notify the store within forty-eight (48) hours of receipt with clear pictures of the packaging; verification and appropriate action will be taken according to this policy. This does not affect the customer's right to request compensation/exchange within seven days if a defect or error is proven according to subsequent clauses. 7- (Brief Definitions) The term defect refers to damage, spoilage, or manufacturing defect that prevents the use of the product according to its nature. The term error refers to providing the customer with a different item from the invoice, a shortage in quantity, or sending a product that does not match the original description. 8- The customer commits to providing a correct and detailed address and an effective contact method. Any costs or delays resulting from address errors or inability to reach the customer are subject to the provisions of unreceived or rejected shipments. Second: Replacement Policy (for defect or error only) 1- The customer has the right to request a replacement within seven calendar days from the date of receipt if the product has a defect, error in fulfilling the order, or shortage in quantity. 2- The store bears all shipping costs for both directions if a defect or error is confirmed. 3- Replacement is not accepted in the following cases: a. Food products whose packaging has been opened or seal removed. b. Poor handling or storage by the customer. Third: Compensation Policy in case of defect or error in the order 1- If the customer receives a damaged product, a different item from the order, or finds a shortage in quantity, they should contact us within seven calendar days from the date of receipt. 2- Compensation is limited to the affected part only and does not include sound and matching items. The customer can choose one of the following solutions for each damaged item: - Shipping the correct or missing item at the store’s expense as soon as possible. - Refund of the damaged item’s value according to the amount paid in the invoice. - Store credit for the same value if the customer wishes. 3- The store bears all shipping costs and electronic payment fees for shipping the correct item or refunding its value if the error is from the store. 4- The customer may be asked to provide a photo showing the condition or to return the damaged item for inspection before completing the procedure. Requests for return or refund of sound and matching items are not accepted. Fourth: Unreceived or Rejected Shipment and Cash on Delivery 1- If the shipment cannot be delivered to the customer due to no response to the shipping company, refusal of cash on delivery, entering an incorrect address, or absence for receipt, and the parcel is returned to the store, the shipping costs both ways and any storage or collection fees will be deducted from the order amount. This also includes any fees incurred by the store due to processing the payment through payment gateways or installment/ deferred payment service providers if non-refundable. 2- The customer has the right to resend the order after paying the new shipping costs in advance. 3- If fourteen (14) days pass from the date of the returned shipment without response, the order is considered canceled, and the remaining amount will be refunded after deducting costs. 4- The store has the right to suspend cash on delivery service for customers who repeatedly refuse without a valid reason. 5- Any request to change the address or delivery details after the shipment has been handed over to the shipping company is subject to the shipping company’s policy and may incur additional fees borne by the customer. Fifth: Shortage in Content or Quantity 1- If the customer receives a partial order, the store commits to shipping the missing items at its expense within no more than seven working days from the notification date. 2- If the missing items cannot be provided within the specified period, the store offers the customer the option of store credit for the same value or a refund of the missing items’ value through the same payment method. 3- The customer is not required to return the received products in case of a shortage, and the store bears any shipping costs or additional fees. Sixth: Multiple-Part Products When there is a defect in one part of a set or group, the store compensates the customer with only the damaged part or an equivalent replacement piece if possible; otherwise, the entire product is exchanged or its value refunded according to mutual agreement. Seventh: Banking Disputes and Refunds 1- If the electronic payment gateway (Salla) cannot refund the amount, the store will transfer the amount to a bank account bearing the same and matching the order owner’s name within seven working days. 2- No transfers are made to accounts with different names to avoid any suspicion of money laundering. 3- If the customer requests a refund through the issuing entity, the store provides the necessary documents and complies with its final decision. 4- Orders paid via installment or deferred payment services (such as Tabeeby or Tamara): a. The provisions of replacement, return, and compensation remain subject to this policy, and installment/deferred payment services are not an independent reason for accepting return or cancellation outside the above cases. b. If the customer requests a refund/dispute through the payment provider without first contacting the store, the store reserves the right to provide necessary evidence (such as proof of delivery, invoice, product photos) to the relevant authority. c. If it is proven that the customer’s claim is invalid under this policy (such as claiming non-receipt when delivery is proven, or requesting a refund without an acceptable reason), and this results in dispute or refund fees or operational charges from the provider, the store has the right to deduct the actual fees incurred from the refund amount if possible, or to recover the actual fees from the customer as permitted by regulations. d. Cancellation of the order after delivery to the shipping company is not accepted, and delivery to the shipping company is considered the start of order execution. The provisions of “unreceived or rejected shipment” apply when the customer refuses delivery or delivery is impossible due to the customer. Eighth: Financial Processing Periods The amount will be refunded to the customer via the agreed method within seven working days from the date of acceptance of the return or exchange request or from the issuance of the payment provider’s decision. Ninth: How to Submit an Order 1- The customer contacts customer service via the order form, email, or WhatsApp announced, mentioning the order number and attaching illustrative pictures. For claims related to expiration/spoilage, a clear picture of the expiration date on the packaging must be attached. 2- The store responds within one working day and provides a tracking number for returned or replacement shipments when issued. Tenth: Final Provisions 1- The store management reserves the right to update this policy in accordance with applicable regulations, and any amendments become effective from the date of publication on the website. 2- This policy does not affect any other legal rights of the customer established in relevant laws and regulations.