Refund policy

Return and Refund Policy

At Asal Al-Adwi, we take great care in preparing and packaging every order of Desi Shakkar. Because our product is a consumable food item, our return policy is designed to protect both your health and safety as a customer, and the integrity of our business. This policy explains exactly when a return, replacement, or refund applies.

1. Return Eligibility

Because Desi Shakkar is a food product, we do not accept returns for change of mind, taste preference, or after the product has been opened or consumed.

Returns, replacements, or refunds are only considered in the following cases:

  • Damaged in transit — the product arrives with visible external damage to the packaging (e.g., torn, leaking, or crushed) that is evident before opening.
  • Defective or compromised product — the product itself is spoiled, contaminated, or otherwise defective, discovered at the time of opening.
  • Incorrect item received — you received a different product, quantity, or variant than what you ordered.

To be eligible, the issue must be reported and documented as described in Section 6 below.

2. Return / Claim Timeframe

  • Any claim for a damaged, defective, or incorrect item must be reported to us within 24 hours of delivery.
  • Claims reported after this window will not be eligible for return, replacement, or refund, as we are unable to verify the condition of a food product beyond this timeframe.

3. Proof Required (Seller & Customer Protection)

To keep this process fair for everyone and to protect against fraudulent claims, the following evidence is mandatory for any claim to be approved:

  • Unopened package damage: Clear photos/video of the sealed package showing the damage, along with the shipping label, before the package is opened.
  • Defect found on opening: A continuous, unedited unboxing video that starts before the seal/packaging is broken and clearly shows the product condition at the moment of opening. Photos alone are not sufficient for defect claims.
  • Order number and the date/time the issue was discovered.

Claims submitted without this proof, or with edited/cut video, cannot be verified and will not be eligible for a refund or replacement. This requirement protects genuine customers from delays and protects our business from fraudulent claims.

4. Refund Process and Timing

  • Once a claim is submitted with valid proof, our team will review it within 1-2 business days.
  • If approved, you will be offered a replacement, exchange, or refund, depending on the situation (see Section 5).
  • Approved refunds will be processed to your original payment method, or via bank transfer/mobile wallet (JazzCash/Easypaisa) for Cash on Delivery orders, within 5-7 business days of approval.
  • We will keep you informed via email/WhatsApp/SMS throughout the process.

5. Exchange Options

  • If your product arrives damaged or defective, we will first offer a free replacement of the same product, shipped at no additional cost to you.
  • If a replacement is not available (e.g., out of stock), you may choose between a refund or waiting for restock.
  • Exchanges for a different product or variant are not offered, as this is not a change-of-mind return policy.

6. Damaged or Defective Product Handling

We take product quality seriously. Here's how different situations are handled:

  • Package damaged, seal intact: If the outer packaging is damaged but the product inside is unaffected, no return is needed — we may ask for photos for our courier records, but your product is still safe to use.
  • Package damaged, product affected: Report within 24 hours with photo/video proof (Section 3). We will arrange a free replacement or refund.
  • Product defect discovered on opening: Must be captured on a continuous, unedited unboxing video as described in Section 3. Once verified, we will arrange a free replacement or refund.
  • Do not consume any product you believe to be spoiled, contaminated, or defective. Reach out to us immediately with your evidence.

7. Non-Returnable Items

The following are not eligible for return, exchange, or refund:

  • Products that have been opened, used, or partially/fully consumed (except where a verified defect was captured per Section 3)
  • Claims made after the 24-hour reporting window
  • Claims without valid proof (photos/unboxing video) as outlined in Section 3
  • Products damaged due to customer mishandling, improper storage, or exposure to moisture/heat after delivery
  • Change-of-mind returns, including dissatisfaction with taste, texture, or personal preference (these are natural variations in an organic, minimally processed product and are not considered defects)
  • Sale, promotional, or clearance items marked as final sale (if applicable)

8. Return Shipping Costs

  • If a claim is approved (damaged, defective, or incorrect item), Asal Al-Adwi will cover all costs associated with the replacement shipment. You will not be charged any additional shipping fee.
  • If we require the original item to be sent back for inspection in certain cases, we will arrange and cover the return courier cost.
  • Customers will never be asked to pay return shipping for a valid, approved claim.

9. Fair Use Notice

To keep prices fair for all our customers, we reserve the right to decline claims that:

  • Are not supported by the required proof (Section 3)
  • Are reported outside the eligible timeframe
  • Show signs of misuse, tampering, or attempted fraud
  • Come from accounts with a repeated pattern of unverifiable "damaged/defective" claims

This policy exists to protect genuine customers from delays and ensure everyone is treated fairly.

10. Contact Us

To report an issue with your order or ask about this policy, please contact us within 24 hours of delivery:

Asal Al-Adwi Email: support.asal.al.adwi@gmail.com 

Please include your order number and supporting photos/video with your message so we can assist you as quickly as possible.