Returns

Return and Refund Policy - Musa and Palm

At Musa and Palm, we strive to ensure our products reach you in excellent quality. Due to the perishable nature of our products, we apply a strict return policy focusing on cases related to product quality or shipping errors on our part.


Important Note: Completing your order constitutes an implicit acknowledgment that you have reviewed and agreed to all terms of this policy.

1. Reporting Issues

If you are not satisfied with the quality of your order upon arrival, please follow these procedures:

  • Reporting Period: You must contact us within 24 hours only from the time of receiving the order.
  • Required Documents: You must provide the order number, a detailed description of the issue, and clear photos of the product and its condition upon arrival.
  • Inspection and Evaluation: The establishment has the right to request the return of the product for inspection and evaluation before deciding on a refund.

2. Eligibility for Refunds

Refunds are processed only in the following cases:

  • Visible damage to the product during the delivery process.
  • Presence of a manufacturing defect or expiration of the product upon receipt.
  • Shipping a wrong product different from what was ordered.
  • Missing product from the order.
Note: There is no exchange policy; eligible cases will be processed through a refund of the paid amount only.

3. Refund Mechanism

In the event that the customer's eligibility for a refund is approved, the following applies:

  • Product Value: The full value of the missing or incorrect product is returned.
  • Shipping Fees: A "proportional" percentage of the original shipping fees is returned, determined based on the relative weight and size of the missing product compared to the total order.
  • Refund Method: The amount is refunded via the same original payment method used.
  • Processing Time: The due amount is returned within a period not exceeding 14 days from the date of deciding eligibility.

4. Shipping and Storage Policy

  • Data Accuracy: The customer bears full responsibility for the accuracy of the shipping address and the availability of the recipient.
  • Storage Responsibility: The customer is responsible for the safe storage of food products immediately upon receipt by following the instructions on the packaging; we do not bear responsibility for damage resulting from poor storage.
  • Address Change:
    • Before Shipping: A change can be requested if the request is made within less than 24 hours of the order time and before it is shipped.
    • After Shipping: The customer bears all additional fees resulting from an address change requested through the shipping company.

5. Delivery Failure and Non-Receipt

In the event of delivery failure due to an incorrect address, unavailability of the recipient, or failure to receive the shipment on time:

  • Only the product value is returned, provided the product has returned in its correct condition and is a non-food item.
  • Shipping fees paid for the order are not refunded.