At Al Madina by Rumis, we take care to select, pack, and dispatch our products with attention to quality and freshness. Since many of the products we sell are food and consumable items, returns and exchanges are generally not accepted after delivery.
We understand, however, that an order may occasionally arrive damaged, incorrect, incomplete, or with another issue. This policy explains how such situations are handled.
1. General Return Policy
Due to the nature of our products, we generally do not accept returns or exchanges for food and consumable products once an order has been delivered.
Returns will not normally be accepted for reasons such as:
- Change of mind after placing an order
- Product no longer being required
- Ordering the wrong product or quantity
- Personal preference regarding taste, texture, size, or packaging
- Products that have been opened, consumed, used, or tampered with
- Failure to follow the storage instructions provided with the product
- Incorrect or incomplete delivery information provided by the customer
This policy is intended to protect the quality, hygiene, safety, and authenticity of food products.
2. When We May Consider a Refund or Resolution
Although general returns are not accepted, customers should contact us if an order has a genuine issue, including where:
- The wrong product was delivered
- A product is missing from the order
- The product arrives damaged
- The product received is materially different from what was ordered
- The product appears to have a quality or packaging issue that existed before delivery
- The order has another issue that may require review under applicable law
Each case will be reviewed based on the circumstances of the order and the information provided by the customer.
Where appropriate, we may offer a suitable resolution, which may include replacement, refund, partial refund, or another appropriate remedy.
Nothing in this policy is intended to exclude or restrict any rights or remedies that customers may have under applicable law.
3. Damaged Products
If your package or product arrives damaged, please contact us as soon as reasonably possible after delivery.
To help us investigate the issue, we may request:
- Your order number
- Photographs of the outer packaging
- Photographs of the product and its packaging
- Photographs showing the damage
- A brief description of the issue
- Any other information reasonably required to review the claim
Please retain the product and its packaging until we have completed our review, as we may need this information to assess the issue.
4. Wrong or Missing Product
If you receive a product that is different from what you ordered, or an item is missing from your package, please contact us promptly.
We will review the order details and may request photographs of the items received and the packaging.
If the issue is confirmed, we will determine an appropriate resolution based on the circumstances, which may include sending the correct product, providing a refund for the affected item, or another suitable remedy.
5. Opened or Used Products
For food and consumable products, we generally cannot accept returns of products that have been opened, consumed, partially used, repackaged, or otherwise handled after delivery.
This is because we cannot reliably verify the condition, hygiene, storage, or handling of a food product after it has left our control.
However, this restriction does not prevent customers from contacting us regarding a genuine product issue that may be covered under applicable law.
6. Products With Packaging or Quality Concerns
If you believe a product has arrived with a genuine packaging or quality issue, please contact us promptly with your order details and supporting information.
Our team may review the product details, packaging, photographs, batch information, or other relevant information before determining the appropriate resolution.
Customers should not discard a product that is the subject of a complaint unless advised to do so.
7. Refund Eligibility
A refund is not automatically available simply because a customer is dissatisfied with a product or has changed their mind.
Where a refund is considered appropriate, eligibility will depend on the nature of the issue, the circumstances of the order, the information provided, and applicable law.
If a refund is approved, we will communicate the applicable refund amount and process.
Shipping or delivery charges may not be refundable where the issue does not relate to an error or failure on our part, to the extent permitted by applicable law.
8. Refund Processing
Where a refund has been approved, it will generally be processed through the original payment method or another appropriate method available to us.
The time taken for the refunded amount to appear in the customer's account may depend on the payment gateway, bank, card issuer, or other payment service provider.
Al Madina by Rumis is not responsible for delays caused solely by banks, payment gateways, card networks, or other third-party financial service providers.
9. Cancellation and Refunds
If you need to cancel an order, please contact us as soon as possible.
An order may be cancellable if it has not yet been processed or dispatched. Once an order has been processed, packed, or dispatched, cancellation may no longer be possible.
Any refund resulting from an approved cancellation will be handled according to our Cancellation Policy and applicable law.
10. Incorrect Delivery Information
Customers are responsible for providing accurate and complete delivery information at the time of ordering.
If an order cannot be delivered because of an incorrect, incomplete, or outdated address or contact information provided by the customer, additional delivery arrangements or charges may apply.
A refund is not guaranteed in such circumstances and will depend on the status of the order and applicable circumstances.
11. Delivery Refusal
Customers should not refuse delivery solely because they have changed their mind about an order.
For food and consumable products, refusing delivery does not automatically create an entitlement to a refund.
If there is a genuine issue with the order, customers should contact us so that the matter can be reviewed appropriately.
12. Promotional and Discounted Orders
Products purchased as part of promotional offers, discounts, bundles, or special campaigns may be subject to additional terms communicated at the time of purchase.
Such terms will not override rights that cannot legally be excluded.
13. Corporate and Wholesale Orders
Corporate gifting, wholesale, bulk, or specially prepared orders may be subject to separate commercial terms agreed with the customer before the order is confirmed.
Because these orders may involve specific quantities, packaging, customization, or advance preparation, cancellation, return, and refund conditions may differ from standard consumer orders.
The applicable terms communicated and accepted for such orders will apply, subject to applicable law.
14. How to Contact Us About an Order Issue
If you believe there is an issue with your order, please contact us with:
- Your full name
- Order number
- Contact information used for the order
- Product name
- Description of the issue
- Relevant photographs or supporting information, where applicable
Email:adnan.n.shaikh9825@gmail.com
Phone: +91 97123 45103
Our team will review the information and communicate the next appropriate step.
15. Important Note About Food Products
Our products may include dates, dry fruits, nuts, snacks, cookies, honey, beverages, spreads, seeds, chocolates, dehydrated products, and other food or consumable items.
Customers are responsible for following the storage, handling, and consumption instructions provided with the product or its packaging.
Product appearance, colour, texture, size, and natural characteristics may vary between batches, particularly for naturally sourced food products. Such normal variations do not necessarily indicate a product defect.
Customers should check product-specific information, including ingredients, allergens, best-before or expiry information, and storage instructions where provided, before consuming the product.
16. No Waiver of Legal Rights
This Return & Refund Policy is intended to clearly explain our normal business practices.
Nothing in this policy is intended to exclude, restrict, or waive any consumer right, statutory protection, or remedy that cannot legally be excluded or waived under applicable law.
Where a mandatory legal right applies, the applicable legal requirement will prevail over any conflicting provision of this policy.
17. Changes to This Policy
Al Madina by Rumis may update this Return & Refund Policy from time to time to reflect changes in our business practices, products, services, or applicable requirements.
The updated version will be published on this website with a revised Last Updated date.
18. Contact Us
For questions, complaints, or requests relating to returns, refunds, damaged products, incorrect orders, or other order-related issues:
Al Madina by Rumis
Phone: +91 97123 45103
This policy should be read together with our Terms & Conditions, Shipping Policy, Cancellation Policy, Privacy Policy, and any other policies published on our website.
