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Returns

Exchange, Refund & Shipping Policy

Musa & Palm

1. Exchange and Return Policy

At Musa & Palm, we are committed to providing our customers with the best possible shopping experience. Due to the nature of our food products, exchanges and returns are not accepted once an order has been completed, except in the following cases:

  • The customer receives an incorrect product or an item that does not match the order.
  • An item is missing from the order.
  • The product arrives damaged or defective.
  • The product has a manufacturing defect or is expired upon delivery.

If any of the above issues occur, customers must contact us within 24 hours of receiving their order, providing clear photographs of the issue to allow our Customer Service team to review the case and take the appropriate action.

Important: We do not offer product exchanges. All eligible cases will be handled through a refund of the affected product's value only, subject to review and approval by Musa & Palm.

2. Submitting a Complaint or Refund Request

2.1. Contact Channels

Customers may submit their complaints or refund requests through either of the following channels:

2.2. Required Information and Documents

All requests must include the following:

  • Order number.
  • A detailed deion of the issue.
  • Clear photographs showing the product and its condition upon delivery, in cases involving damage, incorrect items, or missing products.

2.3. Product Return for Inspection

Musa & Palm reserves the right to request the return of the product in question for inspection and evaluation, depending on the nature of the complaint and at the discretion of the Musa & Palm team. Returning the product may be required to process a refund in certain cases.

3. Refund Process for Missing or Incorrect Items

If an item is confirmed to be missing or incorrect, the following refund procedures will apply:

3.1. Product Value Refund

The full value of the missing or incorrect product will be refunded.

3.2. Shipping Fee Refund

In cases involving missing items, a proportional refund of the original shipping fee may be considered. The applicable amount will be determined based on the relative weight and volume of the missing item compared to the total shipped order, following a review of the shipping details by the Musa & Palm team.

4. Shipping, Address Changes, and Product Storage Policy

To ensure successful delivery and maintain product quality, customers are requested to observe the following:

4.1. Accuracy of Delivery Information

Customers are responsible for ensuring that all delivery details, including the shipping address and contact number, are accurate and that the recipient is available to receive the order.

If delivery cannot be completed due to incorrect address details or the inability to contact the recipient, the order may not be eligible for reshipment or a refund of the shipping fees, due to the perishable nature of our food products.

4.2. Product Storage After Delivery

Customers are responsible for storing products properly immediately upon receipt, in accordance with the storage instructions provided on the packaging.

Musa & Palm shall not be held responsible for any damage or deterioration resulting from improper storage or failure to follow the recommended storage instructions after delivery.

4.3. Delivery Scheduling

Final delivery dates and times are coordinated directly between the customer and the shipping company, in accordance with the shipping company's policies and procedures.

4.4. Shipping Responsibility

Once an order has been handed over to the shipping company, the shipping company is responsible for the transportation and delivery process.

In the event of a delay or shipment loss, Musa & Palm's team will provide reasonable assistance and follow up with the shipping company to help resolve the issue.

4.5. Address Changes Before Shipping

Customers may request changes to their delivery address or shipping details within 24 hours of placing the order, provided that the order has not yet been prepared for dispatch or handed over to the shipping company.

Please contact us through the channels listed above to request any modifications.

4.6. Address Changes After Shipping

  • Customers may contact the shipping company directly to request a delivery address change.
  • If the shipping company approves the modification, any additional fees resulting from the change will be the customer's responsibility.

4.7. Failed Delivery, Uncollected Orders, and Returned Shipments

If delivery fails due to an incorrect address, the recipient's unavailability, or failure to receive the shipment at the scheduled time, and the order is returned to Musa & Palm, the following conditions will apply:

  • The condition of the returned products will be assessed upon receipt.
  • A refund of the product value only may be issued, provided that the products are returned in good condition, suitable for resale, and have not expired.
  • Original shipping fees paid for the order are non-refundable.

5. Final Refund Procedures

For approved full or partial refund requests, the following procedures will apply:

5.1. Refund Method

Approved refunds will be issued through the original payment method used by the customer when placing the order.

5.2. Refund Processing Time

Refunds will be processed within a maximum of 14 days from the date the refund eligibility is approved and the returned product is received, where a return is required, in accordance with the applicable laws and regulations of the Kingdom of Saudi Arabia.

 

At Musa & Palm, we value your trust and are always committed to providing you with an exceptional shopping experience.

For any inquiries or assistance, please feel free to contact our Customer Service team through the contact channels listed above.