Musa and Palm Return and Refund Policy

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

Please read this policy carefully. By completing your order, you implicitly acknowledge that you have reviewed and agreed to all terms and conditions of this policy.

Terminology and Definitions

For the purpose of applying this policy, the following terms shall carry the meanings specified next to each of them, unless the context requires otherwise:

• The Establishment: Musa and Palm, which is the selling entity and operator of the online store.
• The Customer: The person or entity who places and purchases products from The Establishment.
• Perishable Products: Food products and materials that have a short shelf life and require specific storage conditions (such as refrigeration) to ensure their safety and quality.
• Clear Damage: Any physical damage or change in the product's condition that affects its usability or safety for consumption, occurring during the delivery process.
• Refund: The process of returning the monetary value paid to the Customer for an eligible product or service, processed via the original payment method.
• Reporting Period: The specified time limit (24 hours) during which the Customer must notify The Establishment of any issue with the order after receipt.

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:

1.1. Reporting Period

You must contact us within 24 hours of the time you received the order.

1.2. Contact Channels

Please submit your request via one of the following two official channels:

• Email: [email protected]
• WhatsApp: +966112691854

1.3. Required Documentation

Your request must include the following:

• The Order Number.
• A detailed description of the problem.
• Clear photos of the product and its condition upon arrival (in case of damage or error).

1.4. 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 depends on the nature of the case and the discretion of our team. This procedure is a mandatory condition for completing the Refund process in certain cases, and the Customer will be notified if this requirement applies.

2. Refund Eligibility

Refunds will only be processed under the following verified conditions:

• 2.1. Clear Damage: The product shows conclusive damage sustained during the delivery and handling process.
• 2.2. Defect/Expiry: A verifiable product defect (manufacturing fault) is present, or the product is delivered past its stated expiry date.
• 2.3. Incorrect Item: The Customer received an incorrect item (the product received does not match the product listed on the order confirmation).
• 2.4. Shortage: A confirmed shortage exists, meaning a specific item listed on the order is missing from the delivered shipment.

Important 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:

3.1. Product Value Refund

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

3.2. 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. This calculation is finalized by the Musa and Palm team after reviewing the shipping data.

4. Shipping, Address, and Storage Policy

The Customer is responsible for ensuring data accuracy and proper product handling:

4.1. Address Accuracy

The Customer bears full responsibility for the accuracy of the shipping address and ensuring the recipient is available for collection.

4.2. Storage Safety After Receipt

The Customer assumes responsibility for the safe storage of Perishable Products immediately upon receipt, following the instructions on the packaging. The Establishment is not liable for any damage resulting from improper storage after successful delivery.

4.3. Delivery Scheduling

Final delivery dates and times are determined directly between the recipient and the shipping company. The Establishment is not responsible for setting or changing these specific appointments.

4.4. Shipping Liability

Once the order is handed over to the shipping company, it is no longer the responsibility of The Establishment regarding any delay or loss during transit. However, our team commits to providing support to help the Customer resolve the issue with the carrier.

4.5. Address Change (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.

4.6. Address Change (After Shipment)

The Customer must contact the shipping company directly. Any additional fees resulting from this change are borne entirely by the Customer.

4.7. Delivery Failure and Return

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 The Establishment:

• The Establishment is not liable for the failure.
• Only the product value will be refunded, provided the product has returned in its correct state and is a non-food item.
• The original shipping fees paid for the order will not be refunded.

5. Final Refund Process

5.1. Refund Method

The amount will be refunded via the original payment method used by the Customer.

5.2. 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.

We are here to support you and ensure a pleasant shopping experience. Please feel free to contact us with any additional inquiries, suggestions, or clarifications regarding this policy.