Refund Policy

1. Overview

At Azhar Tawseel (grocery delivery from Mahal Saleh), we want you to be satisfied with your order. This policy explains when refunds, adjustments, or replacements may apply.

2. Missing, damaged, or incorrect items

If an item is missing, damaged, or incorrect, contact us within 24 hours of delivery with your order number and a short description (and a photo if possible). After review, we may offer:

• A refund for the affected item
• A suitable credit or compensation
• A replacement when the product is available

3. Cancellations

• You may request cancellation before order preparation begins.
• After picking starts or the order is out for delivery, cancellation may not be possible.
• If a payment was already charged, any approved refund follows your payment method and order process.

4. Perishable products

Fresh and perishable groceries may vary slightly in appearance, weight, or availability. That alone is not a defect unless the product is spoiled or unfit for use. Substitutions may be offered when an item is unavailable, and you will be notified when required.

5. Refund method

Approved refunds are processed to the original payment method when applicable, or as credit/compensation at our discretion. Bank transfers may take several business days depending on your bank or payment provider.

6. Cases that may not qualify

• Orders accepted without reporting an issue within 24 hours
• Change of mind after delivery with no product or service problem
• Damage caused by improper storage after delivery

7. Contact

For refund requests or complaints, use the support phone or WhatsApp inside the app under Settings, and include your order number.