Return Policy

1. Introduction

This Return Policy outlines the terms and conditions under which products purchased through the "Al-Hadi" Supermarket Delivery App can be returned. By placing an order, you agree to adhere to the conditions specified in this policy. Please read this policy carefully to understand your rights and obligations regarding product returns.

2. Eligibility for Returns

• Perishable Goods: Due to the nature of perishable goods such as fresh food and groceries, returns are only accepted if the product is defective, damaged, or incorrect. Claims must be made within 24 hours of delivery.
• Non-Perishable Goods: Non-perishable items, including packaged goods, may be eligible for return if they are unopened, unused, and in their original packaging. Returns must be requested within 7 days of delivery.

3. Conditions for Returns

• Damaged or Defective Items: If you receive a damaged or defective item, please contact customer support immediately. You will be required to provide a description and, if possible, photos of the issue. A replacement or refund will be arranged based on the situation.
• Incorrect Items: If the wrong item was delivered, you are eligible for a return and replacement or refund. The incorrect item must be returned in its original condition.
• Change of Mind: Returns due to a change of mind are generally not accepted for perishable goods. For non-perishable items, such returns are considered on a case-by-case basis, and any applicable restocking fees may be deducted from the refund.

4. Return Process

• Initiating a Return: To initiate a return, please contact our customer support team through the app or via the provided contact information. You will be guided through the process, and any necessary documentation will be requested.
• Return Pickup: For eligible returns, we will arrange for the pickup of the item from your location. Ensure that the item is securely packaged and ready for collection at the agreed time.

5. Refund Process

• Refund Eligibility: Refunds will be issued once the returned item has been received and inspected. If the return is approved, the refund will be processed to your original payment method or as store credit, depending on your preference and the circumstances of the return.
• Processing Time: Refunds may take several business days to appear in your account, depending on your payment provider. You will be notified once the refund has been processed.

6. Exceptions

• Final Sale Items: Certain items may be marked as final sale and are not eligible for return or refund. This includes items on clearance or special promotions.
• Health and Safety: For health and safety reasons, certain products, such as personal care items, may not be eligible for return once opened.

7. Contact Information

If you have any questions or concerns regarding our return policy or need assistance with a return, please contact our customer support team through the app or using the contact details provided. We are committed to ensuring your satisfaction and will do our best to resolve any issues.