RETURN AND REFUND POLICY - Najmat Al Mamzar

1. Overview

At Najmat Al Mamzar, we are committed to ensuring your complete satisfaction with every purchase. We understand that sometimes a product may not meet your expectations, and we want to make the return and refund process as straightforward as possible. Please read this Return and Refund Policy carefully before placing an order on www.najmatalmamzar.com.

By purchasing from our website, you agree to the terms outlined in this policy. This policy applies to all orders placed through our online store.

2. Return Eligibility

Due to the consumable nature of beverages and food-grade products, our return policy has specific conditions. A return request will be considered eligible under the following circumstances:

The product delivered is damaged, defective, or broken upon arrival.
The product received is different from what was ordered (wrong item, wrong flavor, or wrong size).
The product delivered has already expired at the time of delivery.
The product packaging is visibly compromised or tampered with in a way that raises safety concerns.
The product is missing from your order (partial delivery).

We are unable to accept returns in the following situations:

Products that have been opened, consumed, or partially used.
Products that were damaged due to improper storage or handling by the customer after delivery.
Returns requested due to a change of mind or preference after delivery.
Products purchased during a final sale or clearance promotion (clearly marked as non-returnable).
Returns initiated after the eligible return window has expired.

3. Return Window

All return requests must be initiated within 48 hours of receiving your order. After this period, we are unable to process return requests. This short window is necessary given the perishable and consumable nature of our products.

To be eligible for a return, you must:

Report the issue within 48 hours of delivery.
Provide photographic or video evidence of the defect, damage, or incorrect product.
Have the product in its original packaging (unopened and unused) unless the defect is evident upon opening.

4. How to Initiate a Return

To initiate a return, please follow these steps:

Step 1: Contact our customer support team at info@najmatalmamzar.com within 48 hours of receiving your order.
Step 2: Include your full name, order number, the product(s) you wish to return, and the reason for the return.
Step 3: Attach clear photographs or a short video showing the issue with the product or packaging.
Step 4: Our team will review your request and respond within 2 to 3 business days with further instructions.
Step 5: If your return is approved, we will arrange for a pickup or provide return shipping instructions.

Please do not ship any products back to us without receiving prior approval and instructions from our customer service team. Unapproved returns will not be accepted.

5. Return Shipping

If your return is the result of an error on our part (wrong item, damaged product, or expired product), we will cover all return shipping costs and arrange the collection of the product at no charge to you.

If a return is initiated for any other approved reason, the customer may be responsible for return shipping costs, which will be communicated at the time of return approval. Products must be securely packaged to prevent further damage during transit. Najmat Al Mamzar is not responsible for products damaged during return shipping due to inadequate packaging.

6. Refund Policy

Once we receive and inspect your returned product, we will notify you of the outcome of your refund request within 3 to 5 business days. If your return is approved, we will process your refund using one of the following methods:

Original Payment Method: Refund will be credited back to the original payment method used at checkout (credit/debit card, bank transfer, digital wallet). Processing time varies by payment provider and may take 5 to 10 business days.
Store Credit: As an alternative, we may offer store credit equivalent to the refund amount, which can be applied to future purchases on our website.
Replacement Product: In cases involving defective, damaged, or incorrect products, we may offer to send a replacement product instead of a refund, subject to availability.

Shipping fees paid at the time of purchase are non-refundable unless the return is due to an error on our part.

7. Partial Refunds

Partial refunds may be issued in certain situations, including:

Orders where only part of the delivery is affected (e.g., one item out of several is defective).
Products that are partially eligible for return based on the condition or circumstances described by the customer.

The amount of a partial refund will be determined by our customer service team on a case-by-case basis.

8. Damaged or Defective Products

If you receive a product that is damaged, defective, or expired, please contact us immediately at info@najmatalmamzar.com. We take product quality very seriously and will act promptly to resolve any issue. Please retain the product and all original packaging until the matter is resolved, as we may request them for quality investigation purposes.

Evidence required for damaged or defective product claims:

Clear photographs of the outer packaging showing any visible damage.
Photographs of the damaged or defective product itself.
Photograph of the product label showing the expiry date (for expired product claims).
Your order number and delivery confirmation details.

9. Wrong Item Received

If you receive an item that is different from what you ordered, please contact us within 48 hours of delivery. We will arrange for the collection of the incorrect item and delivery of the correct product at no additional cost to you, subject to stock availability. If the correct product is unavailable, a full refund will be issued.

10. Order Cancellations

Orders may be cancelled before they are dispatched for delivery. Once an order has been dispatched, it cannot be cancelled and must instead follow the return process outlined in this policy.

To cancel an order, contact us immediately at info@najmatalmamzar.com with your order number. Cancellation requests are processed during business hours and are subject to the order dispatch status at the time of the request.

If your cancellation request is received and processed before dispatch:

A full refund will be issued to your original payment method within 5 to 7 business days.

If your cancellation request is received after dispatch:

The order cannot be cancelled and must be refused at delivery or returned following our return process.

11. Non-Returnable Items

The following items are strictly non-returnable and non-refundable:

Opened, consumed, or partially used beverage products.
Products purchased as part of a clearly marked final sale or non-returnable promotion.
Gift cards and promotional vouchers.
Products damaged by the customer after delivery.
Products returned without prior authorization from our customer service team.

12. Late or Missing Refunds

If you have not received your refund within the stated processing period, please take the following steps:

Check your bank account or payment method statement again.
Contact your credit card company or bank, as processing times may vary.
If you have followed the above steps and still have not received your refund, contact us at info@najmatalmamzar.com and we will investigate the matter promptly.

13. Policy Updates

Najmat Al Mamzar reserves the right to update or amend this Return and Refund Policy at any time. Changes will be posted on this page with an updated effective date. It is your responsibility to review this policy periodically. Continued use of our website and services after any changes constitutes your acceptance of the revised policy.

14. Contact Us

For all return, refund, or cancellation inquiries, please contact our customer support team:

Najmat Al Mamzar

Website: www.najmatalmamzar.com

Email: info@najmatalmamzar.com

We are committed to resolving all concerns promptly and fairly. Thank you for choosing Najmat Al Mamzar.