Introduction

At Al Hadrah, customer satisfaction is our priority. We are committed to providing quality products, including The Ground, Cracker, and Ajar, while ensuring a reliable and enjoyable shopping experience. This Refund and Return Policy explains the conditions under which customers may request returns, replacements, or refunds for purchases made through our online store.

Return Eligibility

Due to the nature of our food products, returns are generally not accepted once an order has been delivered, particularly if packaging has been opened or products have been used. However, we understand that unexpected issues can occur. If you receive an incorrect, damaged, defective, or expired product, please contact our customer support team within 48 hours of delivery.

Damaged or Incorrect Products

We carefully prepare and package orders to maintain product quality during delivery. If your order arrives damaged or contains the wrong items, please provide your order number, clear photographs, and a brief description of the issue. Our team will review your request and determine an appropriate solution.

Refund Process

Once your refund request has been reviewed and approved, we will arrange a replacement or refund, depending on the circumstances. Approved refunds will generally be issued through the original payment method, where possible. Processing times may vary depending on your payment provider or financial institution.

Non Returnable Products

For hygiene and food safety reasons, opened, consumed, improperly stored, or customer damaged products are generally not eligible for return. Products purchased during special promotions may also have specific return conditions, which will be communicated at the time of purchase.

Order Cancellation

Customers may request order cancellation before their order has been processed or dispatched. Once an order has been shipped, cancellation may no longer be possible. Please contact us promptly if you need assistance.

Customer Support

At Al Hadrah, we believe in building lasting relationships through quality products, transparency, and dependable service. If you experience any concerns with your purchase, contact us through our official website. Our team will review your concerns fairly and help identify a suitable resolution.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.