Compensation and Order Modification Policy
This policy outlines how compensation requests and order modifications are handled to ensure a clear and fair experience for our customers.
1. Compensation Policy
Zarafa is committed to providing customers with a satisfactory shopping experience and to resolving issues related to products and orders through a clear, fair, and transparent process.
Compensation Request Requirements
- Issue must be reported within 48 hours of receiving the order.
- Customer must provide clear photos of the product and shipment showing the issue or damage.
- Customer must provide clear details of the issue when submitting the request.
Eligible Cases for Compensation
- Product arrives damaged due to an issue with fulfillment, shipping, or storage.
- Customer receives a product that does not match the product ordered.
- Customer receives a missing quantity or does not receive one or more products included in the order.
Cases Not Eligible for Compensation
- Issue reported more than 48 hours after receiving the order.
- Clear photos or evidence of the issue are not provided.
- Delays caused by the shipping company.
- Delivery delays resulting from: the customer not responding to contact attempts, an incorrect delivery address, the customer requesting a delivery reschedule, or the shipping company rescheduling delivery per its own operational procedures.
Compensation Process
1. Damaged Products
- If the damage resulted from a fulfillment error, the customer may choose between a refund of the product value or a shopping voucher of the same value, valid for 3 months from the date of issuance.
- If the damage resulted from the shipping company, compensation is provided through a shopping voucher only, equal to the value of the damaged product and valid for 3 months from the date of issuance.
Note: Zarafa reserves the right to determine whether the damaged product must be returned, based on the nature of the product and the circumstances of the order.
2. Missing Products or Quantities
The customer may choose between:
- A shopping voucher equal to the value of the missing product(s) or quantity, valid for 3 months from the date of issuance.
- A refund of the value of the missing product(s) or quantity, according to the Refund Policy and the payment method used.
3. Incorrect or Mismatched Products
If the customer receives a product that does not match what was ordered, Zarafa may take the appropriate action depending on the case, including:
- Sending the correct product as a replacement.
- Refunding the product value.
- Issuing a shopping voucher equal to the product value, valid for 3 months from the date of issuance.
- Requesting the incorrectly delivered product to be returned, with Zarafa coordinating collection with the customer.
Note: Zarafa reserves the right to determine whether the incorrectly sent product must be returned, based on the nature of the product and the circumstances of the order.
4. Electronic Payment Fees
If the customer chooses a refund instead of a shopping voucher, any applicable electronic payment fees will be handled according to the Refund Policy and the payment method used.
5. Replacement Products or Missing Quantities
- Zarafa covers the cost of reshipping eligible compensation items within Riyadh only.
- For orders outside Riyadh, shipping fees apply according to the Shipping and Delivery Policy whenever reshipping or sending a replacement is required.
- Zarafa does not cover additional delivery charges unrelated to the issue subject to compensation, such as additional weight charges.
Note: Zarafa reserves the right to assess each case individually and to apply or modify exceptions based on the order, the product, or the issue.
2. Order Modification Policy
Order Modification Eligibility
Customers may request modifications only if the order:
- Is inside the warehouse.
- Has not been prepared for shipment.
- Has not been handed over to the shipping company.
Orders that have already been shipped or handed over to the shipping company cannot be modified.
Orders Excluded from Modification: orders paid through Tabby or Tamara are not eligible for modification after order confirmation, under any circumstances.
If the Order Value Decreases
- The difference is compensated through a shopping voucher with a specified expiry date.
- The difference cannot be refunded in cash.
If the Order Value Increases
- The customer must pay the outstanding difference immediately.
- The modification is processed according to the customer's request, and the customer is responsible for paying any difference and providing any additional information required to confirm it.
- Order preparation will not begin until the outstanding amount is received or the required information/confirmation is provided.
General Terms
- Order modifications are subject to operational feasibility based on the order's status in the system and warehouse.
- Zarafa cannot guarantee that a modification can be completed once fulfillment or shipping has started.
- Compensation and modification requests are assessed based on the information and supporting documentation provided by the customer.
- Zarafa reserves the right to reject any request that does not meet the requirements of this policy.
- The customer is responsible for reviewing the policies, terms, and conditions before completing the order, and Zarafa reserves the right to apply exceptions.
