Refund policy

Overview

At Zaytouna Alaa Eldin, we take pride in the quality of our premium olive oil. Due to the nature of our product, we have established clear return and cancellation policies to protect both our customers and our business. Please read this policy carefully before making a purchase.

Return Policy

Return Window

  • Return Period: 1-2 days from the date of delivery
  • Returns must be initiated within this timeframe by contacting our shipping partner
  • After the return window expires, we cannot accept returns

Eligibility Requirements

To be eligible for a return, your item must meet ALL of the following conditions:

✅ Unopened: The product seal must be intact and unbroken
✅ Original Packaging: Must be in the exact packaging you received it in
✅ Unused: Product must not have been opened, tasted, or used in any way
✅ Same Condition: Must be in the same condition as when delivered

❌ Non-Returnable Items:

  • Products with broken seals or opened bottles
  • Products not in original packaging
  • Discounted or sale items (final sale)
  • Products damaged due to customer mishandling after delivery

Why These Conditions?

As a specialty olive oil producer, our products are:

  • Perishable goods that can spoil once opened
  • Premium quality items that cannot be resold if opened
  • Food products subject to strict hygiene standards

Unlike large retailers, we are a small business and cannot absorb losses from opened or used products. This policy ensures we can continue offering you the highest quality olive oil at fair prices.

How to Initiate a Return

Step 1: Contact Our Shipping Partner

To start a return, please call our shipping company directly:

📞 Phone: +201227832541

They will provide you with:

  • Return authorization
  • Pickup instructions
  • Packaging requirements

Step 2: Package Your Item

  • Keep the product in its original packaging
  • Ensure the bottle is securely wrapped to prevent breakage during transit
  • Include any documentation provided with your order

Step 3: Ship the Item Back

  • Follow the shipping company's instructions for return delivery
  • Retain proof of shipment until your refund is processed

Return Shipping Costs

Customer-Paid Returns

You are responsible for return shipping costs in the following situations:

  • Changed your mind about the purchase
  • Ordered the wrong product
  • No longer want the item

Important: Original shipping costs are non-refundable and will be withheld from your refund.

Company-Paid Returns/Replacements

We will cover return shipping and replace your order at no additional cost if:

  • You received the wrong product (not what you ordered)
  • The product arrived damaged due to shipping issues
  • There was an error on our part

In these cases, we will send a replacement product rather than issuing a refund, ensuring you receive the quality you expect.

Refunds

Processing Time

  • Refunds are processed within 2 weeks (10 business days) from the date we receive your returned item
  • You will be notified via email once your refund has been processed

Refund Method

Your refund will be issued using the same payment method you used for the original purchase:

  • Credit/Debit Card: Refunded to the original card (may take 5-10 additional business days to appear on your statement)
  • Cash on Delivery (COD): Refunded via InstaPay to your registered mobile number
  • Bank Transfer: Refunded to the original bank account
  • Digital Wallet: Refunded to the original wallet

Refund Amount

Your refund will include:

  • ✅ Product price (if eligible)
  • ❌ Original shipping costs (withheld)
  • ❌ Return shipping costs (paid by customer, unless fault is ours)
  • ❌ Any handling fees (we do not charge these)

Partial Refunds

If only part of your order is returned or if the item does not meet our return conditions, we may issue a partial refund or deny the return entirely. We will contact you to explain our decision.

Cancellation Policy

Order Cancellation Window

  • Cancellation Period: Within 1 hour of placing your order
  • After 1 hour, orders enter our fulfillment process and cannot be cancelled

How to Cancel an Order

To cancel your order, contact us immediately via:

📧 Email: althiqa.bellah@gmail.com
📞 Phone: +201227832541

Please provide:

  • Your order number
  • Reason for cancellation (optional)
  • Confirmation that you want to cancel

Cancellation Fees

  • No cancellation fees are charged
  • If you paid in advance, you will receive a full refund
  • Refunds for cancelled orders are processed within 2 weeks

After the Cancellation Window

If more than 1 hour has passed since your order was placed:

  • The order cannot be cancelled
  • You may still return the product according to our return policy (if unopened and within 1-2 days of delivery)

Exchanges

We do not offer direct exchanges. If you need a different product:

  1. Return the original item (if eligible per our return policy)
  2. Place a new order for the desired product
  3. You will be responsible for shipping costs on both transactions

Important Notes

Non-Returnable Situations

We cannot accept returns in these cases:

  • Product has been opened or seal broken
  • More than 2 days have passed since delivery
  • Product is not in original packaging
  • Item was purchased during a sale or with a discount code
  • Product shows signs of use or tampering

Damaged on Arrival

If your olive oil arrives damaged:

  1. Do NOT open the package further
  2. Take photos of the damage immediately
  3. Contact us within 24 hours at +201227832541
  4. We will arrange a free replacement

Quality Guarantee

We stand behind the quality of our olive oil. If you receive a product that is:

  • Defective due to manufacturing issues
  • Not as described on our website
  • Expired or close to expiration upon delivery

We will replace it at no cost to you. Please contact us immediately with photos and your order details.

Contact Us

For questions about returns, cancellations, or refunds:

📞 Phone: +201227832541
📧 Email: althiqa.bellah@gmail.com
🌐 Website: https://zaytounaalaaeldin.com/

Our team is available to assist you during business hours.

Policy Updates

Zaytouna Alaa Eldin reserves the right to modify this Return & Cancellation Policy at any time. Changes will be effective immediately upon posting to this page. We encourage you to review this policy periodically.