Compensation and Order Modification Policy:
Zarafa is committed to providing a satisfactory shopping experience and addressing issues related to products or orders through a clear and transparent compensation and modification policy.
Compensation Cases:
- Receiving a product damaged due to shipping or preparation issues.
- Receiving a wrong product, missing items, or incorrect quantities.
Cases Not Eligible for Compensation:
- Reporting the issue after 48 hours of receiving the order.
- Failure to provide clear photos of the damaged product or shipment.
- Delays caused by the shipping company.
- Damage caused by weather conditions (e.g., heat).
- Delays due to:
- Customer unresponsiveness.
- Incorrect address provided.
- Rescheduling delivery by the customer or shipping company.
Conditions for Filing a Compensation Claim:
- Issues must be reported within 48 hours of receiving the order.
- Clear photos of the product and shipment must be attached when filing the claim.
Compensation Mechanism:
- Damaged or missing products: Customers will be compensated through a store credit with no expiration date.
- Refund requests:
- If the customer requests a refund instead of store credit, payment processing fees will apply as per the return policy.
- Shipping replacement or missing items:
- For orders outside Riyadh, additional shipping fees will apply based on weight and destination, as per the shipping policy.
Note: Zarafa reserves the right to introduce or modify exceptions based on the nature of the issue or order.
Order Modification Policy:
- Eligibility for modification: Orders can be modified if they are still in the warehouse and have not been shipped. Requests for modification after shipping will not be accommodated.
- Exceptions: Orders paid through Tabby or Tamara are not eligible for modification.
- Financial adjustments for modifications:
- If there is a difference in the order value after modification, the difference will be reimbursed to the customer through a store credit with no expiration date.
- If the customer requests a refund, payment processing fees will apply as per the return policy and payment method used.
Customers must settle any additional charges resulting from the modification immediately to ensure the modified order is confirmed and shipped or delivered.