Compensation and Order Modification Policy
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.