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.
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