Refund Policy

At Al-Aruz Rice Retailing, we are committed to providing quality rice products and reliable delivery services. Please review our refund policy carefully before placing an order.

1. Eligible Refund Requests

Refunds may be considered under the following circumstances:

• The customer received the wrong product.
• The product delivered is damaged upon arrival.
• The order was paid for but was not delivered.
• The order was cancelled by Al-Aruz Rice Retailing due to stock unavailability after payment was received.

Note: Customers must notify us within 24 hours of receiving their order and provide supporting photos or evidence when applicable.

2. Non-Refundable Situations

Refunds will not be issued for:

• Change of mind after delivery.
• Incorrect address or contact information provided by the customer.
• Customer unavailability during the agreed delivery schedule.
• Product preferences such as taste, aroma, or texture that do not indicate a quality issue.
• Minor variations in packaging or appearance that do not affect product quality.

3. Product Concerns

If you believe there is a problem with the quality of the rice received, please contact us immediately. Our team may request:

• Photos of the product
• Order details
• Description of the issue

Each case will be reviewed individually to determine the appropriate resolution.

4. Order Cancellations

Before Dispatch

Orders may be cancelled before they are packed or dispatched for delivery. Eligible prepaid orders may receive a full refund.

After Dispatch

Once an order has been packed, prepared, or dispatched, cancellation requests may no longer qualify for a refund.

5. Refund Processing

Approved refunds will be processed through the original payment method used during checkout whenever possible. Processing times may vary depending on banks, e-wallet providers, payment gateways, and Xendit processing times. Refunds are typically completed within 7–15 business days after approval.

6. Delivery Fee Refunds

Delivery fees are generally non-refundable once delivery has been completed. However, delivery fees may be refunded if:

• The order was not delivered due to our error.
• An incorrect product was delivered.
• The order was cancelled by Al-Aruz Rice Retailing before delivery.

7. Replacement Requests

In certain cases, we may offer a product replacement instead of a refund when appropriate. Replacement requests are subject to product availability and review by our team.

8. Contact Us

For refund, replacement, or order concerns, please contact us and include your Order Number, Full Name, Contact Number, and a Description of the issue: