Refund & Exchange Policy
1. Introduction
Welcome to Jameel & Brothers Supermarket. We value our customers and aim to provide quality grocery products and a convenient shopping experience. We understand that sometimes a product may not meet your expectations or an issue may occur with your order. Our Refund & Exchange Policy explains how you can contact us and request assistance with eligible purchases.
By placing an order through our website, you agree to follow the terms and conditions described in this policy.
2. Eligibility for Refunds and Exchanges
Customers may request a refund or exchange if a product is damaged, defective, expired at the time of delivery, incorrect, or different from what was ordered. Every request will be reviewed by our customer support team to determine whether it qualifies under this policy.
To help us resolve your concern quickly, please inspect your order after delivery and contact us as soon as possible if you notice a problem. Requests should include your order number, the name of the product, and a clear explanation of the issue.
3. Damaged, Expired, or Incorrect Products
Customer satisfaction is important to us. If you receive a damaged package, an expired product, or an item that does not match your order, please contact our support team promptly.
Where appropriate, we may offer a replacement, exchange, refund, or another suitable resolution after reviewing the issue. Photographs of the product, packaging, expiry date, or delivery condition may be requested to help us verify your claim.
Please retain the affected product and its packaging until our team has provided further instructions.
4. Products That Cannot Be Returned
For hygiene, safety, and quality reasons, certain products may not be eligible for return or exchange unless they are damaged, defective, expired at delivery, or incorrectly supplied.
These may include opened food packages, perishable groceries, fresh produce, dairy products, frozen items, personal care products, and other sealed goods where the original packaging has been opened or tampered with.
Products damaged through improper storage, handling, or use after delivery may also be ineligible. Applicable consumer protection laws will take priority wherever required.
5. Refund Process
If your refund request is approved, our team will explain the next steps. Refunds will generally be processed through the original payment method where possible. For cash-on-delivery orders, we will contact you to arrange an appropriate refund method.
The time required for a refund to reach you may vary depending on the payment provider and the method used. Any applicable delivery charges will be reviewed according to the circumstances of the order and the reason for the refund.
We will communicate with you if additional information is required to complete your request.
6. Exchange Process
If an exchange is approved, we will guide you through the replacement process. Replacement availability depends on stock levels and the condition of the product concerned.
If the same product is unavailable, our team may discuss an alternative product or a refund with you. Please do not send products back without contacting our support team first, as we need to provide instructions for handling your request.
7. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible. Cancellation requests may be accepted before an order is processed or dispatched. Once an order has been dispatched or delivered, cancellation may no longer be possible, and the refund or exchange terms above may apply.
8. Contact Us
If you have questions about this Refund & Exchange Policy or need help with an order, our team is here to assist you.
Please contact Jameel & Brothers Supermarket through the contact details provided on our website. When contacting us, include your order number, registered contact information, and details of your concern so we can assist you efficiently.
We appreciate your trust in Jameel & Brothers Supermarket and will make reasonable efforts to address eligible concerns fairly and professionally.
9. Policy Updates
Jameel & Brothers Supermarket reserves the right to update this policy when necessary. Any revised version will be published on this page, and the updated policy will apply from the date it is posted, subject to applicable law.
Thank you for choosing Jameel & Brothers Supermarket. Your satisfaction and trust are important to us.