At Al Madina by Rumis, we take care to pack and dispatch every order safely so that your products reach you in good condition.
This Shipping Policy explains how we process, dispatch, and deliver orders placed through our website.
By placing an order with us, you acknowledge and agree to the terms of this Shipping Policy.
1. Order Processing
Once your order is successfully placed and payment has been confirmed, our team will begin processing your order.
Orders are generally processed during our regular business/working days. Processing time may vary depending on product availability, order volume, seasonal demand, holidays, or other circumstances beyond our reasonable control.
We may contact you if additional information is required to process or deliver your order.
An order is considered ready for shipment once it has been processed, packed, and handed over to the applicable delivery or logistics partner.
2. Shipping Charges
Shipping charges are applicable to online orders.
We do not currently offer free shipping unless a specific promotional offer clearly states otherwise.
Applicable shipping charges may depend on factors such as:
- Delivery location
- Order size or weight
- Delivery service selected
- Applicable logistics charges
- Promotional or other applicable conditions
The applicable shipping charges, where available, will be displayed during the checkout process before you complete your purchase.
3. Delivery Locations
We currently offer delivery to locations supported by our available delivery and logistics partners.
Delivery availability may vary depending on the destination, serviceability, and other logistical conditions.
If your location is not serviceable, we may be unable to complete the delivery to that address. In such cases, our team may contact you to discuss the available options.
4. Delivery Timelines
Delivery timelines may vary depending on the delivery location, availability of the products, order processing time, logistics partner, weather conditions, public holidays, and other circumstances.
Any delivery estimate displayed on the website or communicated to you is an estimated timeframe and should not be treated as an absolute guarantee unless specifically stated otherwise.
During festivals, holidays, promotional periods, or periods of unusually high order volumes, deliveries may take longer than usual.
We will make reasonable efforts to ensure that orders are dispatched and delivered within the applicable estimated timeframe.
5. Order Tracking
Where tracking is available, tracking information may be shared with you through the contact details provided at the time of placing your order.
You may use the tracking information to follow the progress of your shipment.
Tracking updates are provided by the relevant logistics partner and may not always appear immediately after an order has been dispatched.
6. Delivery Attempts
Our delivery partners may make one or more delivery attempts at the address provided with your order.
Please ensure that:
- The delivery address is complete and accurate
- Your phone number is correct and reachable
- Someone is available to receive the order where required
If delivery cannot be completed because of an incorrect address, incomplete address, recipient unavailability, refusal to accept the package, or other circumstances attributable to the customer, additional delivery arrangements or charges may apply.
7. Incorrect or Incomplete Delivery Address
Customers are responsible for providing accurate and complete delivery information when placing an order.
Please carefully review your:
- Name
- Mobile number
- House/building number
- Street/locality
- City
- State
- PIN code
- Other relevant delivery instructions
If you notice an error in your delivery address, please contact us as soon as possible.
We will make reasonable efforts to assist with an address correction before the order is dispatched. However, once an order has been processed or handed over to the logistics partner, we may not be able to modify the delivery address.
Any additional charges arising from an incorrect or incomplete address may be the customer's responsibility where applicable.
8. Delayed Deliveries
While we make reasonable efforts to ensure timely delivery, delays may occur because of circumstances beyond our reasonable control.
These may include:
- Severe weather
- Natural events
- Public holidays
- Transportation disruptions
- Traffic or route restrictions
- Logistics partner delays
- Incorrect or incomplete address information
- High order volumes
- Government restrictions
- Technical issues
- Other unforeseen circumstances
If your order is delayed, please contact our customer-support team with your order details so that we can assist you in checking the shipment status.
9. Product Availability
Although we make reasonable efforts to maintain accurate product availability information, there may occasionally be situations where a product becomes unavailable after an order has been placed.
If an ordered product becomes unavailable, we may contact you regarding the available options.
Depending on the circumstances, an unavailable product may be replaced, cancelled, or otherwise handled in consultation with you, subject to applicable law and the circumstances of the order.
10. Damaged Packages
We take reasonable care when preparing and packaging orders.
If your package appears visibly damaged at the time of delivery, we recommend checking the contents promptly and contacting us as soon as possible if there is an issue.
Please retain:
- The product
- Original packaging
- Shipping label
- Any damaged packaging material
- Photographs or videos showing the issue
These details may be requested to help us investigate the matter with our logistics or fulfilment partners.
11. Wrong or Missing Products
If you receive a product that is different from what you ordered, or if an item appears to be missing from your shipment, please contact us promptly.
Please provide:
- Order number
- Customer name
- Contact number
- Description of the issue
- Photographs of the received product and packaging, where applicable
Our team will review the matter and take appropriate action based on the circumstances and applicable law.
12. Food Products and Delivery
As our products include food items such as dates, dry fruits, nuts, snacks, chocolates, honey, seeds, and other consumable products, we take reasonable care to ensure that products are appropriately packed before dispatch.
Once an order has been delivered, customers should store the products according to the storage instructions provided on the product packaging.
Customers are responsible for following applicable storage instructions after delivery.
13. No Free Shipping
Al Madina by Rumis does not currently provide free shipping as a standard service.
Any free-shipping offer, if introduced in the future, will be subject to the specific terms and conditions of that offer and will be communicated separately.
14. No Return or Exchange for Change of Mind
Because our products are food and consumable items, we generally do not accept returns or exchanges simply because a customer has changed their mind or no longer requires the product.
However, this policy does not limit any rights or remedies available to customers under applicable law.
If you receive a product that is damaged, incorrect, defective, deficient, materially different from what was ordered, or otherwise covered by applicable consumer-protection requirements, please contact us promptly so that we can review the matter and determine the appropriate resolution.
15. Order Cancellation
Orders are processed as quickly as possible.
If you wish to cancel an order, please contact us immediately after placing the order.
Once an order has been processed, packed, dispatched, or handed over to a logistics partner, cancellation may no longer be possible.
Any cancellation, where permitted, will be handled in accordance with our Cancellation Policy and applicable law.
16. Shipping and Delivery Charges
Any applicable shipping or delivery charges will be communicated to the customer before the order is completed, wherever technically and reasonably possible.
Customers are responsible for applicable shipping charges associated with their order unless a specific promotional offer states otherwise.
17. Failed or Refused Delivery
If an order cannot be delivered because the customer:
- Provides an incorrect or incomplete address
- Is unavailable after reasonable delivery attempts
- Refuses to accept the package
- Provides an unreachable phone number
- Does not cooperate with reasonable delivery requirements
the shipment may be returned to the sender or otherwise handled by the logistics provider.
Additional shipping or re-delivery charges may apply where applicable.
Any refund or re-shipment in such circumstances will be subject to the applicable order and refund terms and applicable law.
18. Contact Us
If you have questions regarding shipping, delivery, tracking, or an issue with your order, please contact us.
When contacting us about an existing order, please keep your order number available so that our team can assist you more efficiently.
Al Madina by Rumis
Old City, Lal Darwaja
Ahmedabad, Gujarat, India
Phone:+91 97123 45103
19. Changes to This Shipping Policy
We may update or modify this Shipping Policy from time to time to reflect changes in our business, delivery arrangements, logistics partners, services, or applicable laws and regulations.
Any updates will be published on this page with a revised “Last Updated” date.
We encourage customers to review this policy periodically.
Important
This Shipping Policy should be read together with our Privacy Policy, Terms & Conditions, Return & Refund Policy, and Cancellation Policy.
Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot legally be excluded or restricted under applicable law.
