Returns

At Musa and Palm, we strive to ensure that our products reach you in excellent quality. Due to the perishable nature of our food products, we enforce a strict policy that focuses solely on issues related to product quality or verifiable shipping errors.

Important Note: By completing your order, you implicitly acknowledge that you have reviewed and agreed to all terms and conditions of this policy.

1. Reporting Issues and Return Procedure

Your satisfaction is our priority. If you are not satisfied with the quality of your order upon arrival, please follow these mandatory procedures:

• Reporting Period: You must contact us within 24 hours of the time you received the order. Requests made after this period will not be considered.

• Official Contact Channels: Please submit your request via one of the following official channels:

  • Email: [email protected]

  • WhatsApp: +966112691854

• Required Documentation: Your request must include:

  • The Order Number.

  • A detailed deion of the problem.

  • Clear photos of the product and its condition upon arrival (in case of damage or error).

• Request for Product Inspection: The Establishment reserves the right to request the return of the product under complaint for inspection and evaluation before processing the refund. This procedure is a mandatory condition for completing the refund process in certain cases.

2. Refund Eligibility Criteria

Refunds will only be processed under the following verified conditions supported by photographic evidence:

• The product shows conclusive physical damage sustained during the delivery and handling process.

• A verifiable product defect (manufacturing fault) is present, or the product is delivered past its stated expiry date.

• The customer received an incorrect item that does not match the product listed on the order confirmation.

• A confirmed shortage exists (a specific item listed on the order is missing from the delivered shipment).

Crucial Note: The Establishment does not offer a product exchange policy. All eligible cases resulting from the conditions above will be settled exclusively through a monetary refund.

3. Refund Mechanism for Errors or Missing Items

If an issue qualifies for a refund, the following mechanism will be applied:

• Product Value Refund: The full value of the missing or incorrect product will be refunded.

• Shipping Fees Refund (Proportional): A proportion of the original shipping fees paid will be refunded. This percentage is calculated based on the relative weight and volume of the affected product compared to the total order size, finalized by the Musa and Palm team after reviewing the shipping data.

4. Shipping, Address, and Storage Policy

• Data Accuracy: The customer bears full responsibility for the accuracy of the shipping address and ensuring the recipient is available for collection.

• Address Modification: * Before Shipment: An address modification can be requested only if the request is made less than 24 hours from the order date and time, or before it has been shipped, whichever is sooner.

  • After Shipment: The customer must contact the shipping company directly. Any additional fees resulting from this change are borne entirely by the customer.

• Storage Safety After Receipt: The customer assumes full responsibility for the safe and proper storage of perishable products immediately upon receipt (such as refrigeration), following the instructions on the packaging. The Establishment is not liable for any damage resulting from improper storage after successful delivery.

• Shipping Liability: Once the order is handed over to the shipping company, it is no longer the responsibility of The Establishment regarding any delays or losses during transit. However, our team commits to providing support to help the customer resolve the issue with the carrier.

5. Delivery Failure and Returns

In the event of delivery failure due to an incorrect address, recipient unavailability, or failure to receive the shipment on the scheduled date, and the product is returned to our warehouses:

• The Establishment is not liable for the delivery failure.

• The original shipping fees paid for the order will not be refunded under any circumstances.

• Only the product value will be refunded, provided that the items are non-food items and have returned in their correct, undamaged state.

6. Final Refund Process

• Refund Method: The amount will be refunded via the original payment method used by the customer during purchase.

• Processing Time: The refund will be processed within a period not exceeding 14 days from the date eligibility is determined and the returned product (if required) is received and evaluated.