Terms and Conditions

Returns, Refunds & Exchanges Policy

At Al Rayhan Stores, most of our products are made from natural ingredients and are stored under specific environmental conditions. Some of these products also have a short shelf life.

At Al Rayhan Warehouses, we are committed to ensuring complete customer satisfaction and strive to promote a healthier and better life. Therefore, we have established an approved return and exchange policy under specific terms and conditions.

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Product Return Policy

We guarantee acceptance of product returns within 24 hours from the time of purchase in cases of a manufacturing defect or product malfunction, provided that the following conditions are met:

The original invoice must be attached to the returned product, clearly stating the product name and purchase date.

The product will be inspected by the branch manager or an authorized representative to confirm or deny the reported defect and determine whether the return request is approved or declined, ensuring public safety.

We regret to inform you that we cannot accept returns in the following cases:

More than 24 hours have passed since the purchase date.
The product is classified as a fresh item (such as dairy products and their derivatives).
The product has been altered or customized upon customer request (e.g., ground, mixed, etc.).
The product's internal contents have been tampered with, causing damage or a defect in its specifications or properties.

We regret to inform you that we cannot accept returns in the following cases:

More than 24 hours have passed since the purchase date.
The product is classified as a fresh item (such as dairy products and their derivatives).
The product has been altered or customized upon customer request (e.g., ground, mixed, etc.).
The product's internal contents have been tampered with, causing damage or a defect in its specifications or properties.

Product Exchange Policy

We guarantee acceptance of product exchanges within 48 hours from the time of purchase, provided that the following conditions are met:

The original invoice must be attached to the product, clearly stating the product name and purchase date.

The product must be in its original condition, including its packaging and wrapping, as received at the time of purchase.

The product will be inspected by the branch manager or an authorized representative to determine whether the exchange request is approved or declined, ensuring public safety.

We regret to inform you that we cannot accept exchanges in the following cases:

1. More than 48 hours have passed since the purchase date.
2. The product is classified as a fresh item (such as dairy products and their derivatives).
3. The product has been altered or customized upon customer request (e.g., ground, mixed, etc.).
4. The product has been opened or its internal contents have been tampered with, leading to damage or changes in its specifications and properties.

International Orders – United States

For orders shipped from Jordan to the United States, the following conditions apply in addition to AlRayhan’s general Return and Refund Policy.

Damaged, Missing or Incorrect Products
If your order arrives damaged, contains an incorrect product, or is missing an item, please contact AlRayhan Customer Service within 48 hours of confirmed delivery.

Customers should provide:

Order number
Clear photographs of the outer shipping package
Clear photographs of the affected product(s)
A brief description of the issue

AlRayhan will review the claim and, where applicable, coordinate with the shipping carrier. Depending on the circumstances, an approved claim may be resolved through a replacement, partial refund, or full refund for the affected product(s).

International Returns and Exchanges
Due to the nature of our food products, food-safety considerations, and international shipping requirements, standard exchanges and change-of-mind returns are not available for orders shipped internationally.

Products should not be shipped back to Jordan unless AlRayhan Customer Service has specifically authorized the return and provided return instructions.

Non-Returnable Products
Unless a product is damaged, defective, incorrect, or otherwise approved by AlRayhan, returns cannot be accepted for:

Opened or partially consumed food products
Fresh or perishable products
Temperature-sensitive products
Products customized, ground, blended, or prepared at the customer’s request
Products that have been improperly stored or handled after delivery

Shipping Fees
The original USD 50 international shipping fee is generally non-refundable once the order has been dispatched, except where AlRayhan determines that a refund is appropriate because of an error attributable to AlRayhan or another approved circumstance.

Customs Duties and Taxes
Any customs duties, import taxes, clearance fees, or similar charges paid directly to U.S. authorities, customs brokers, or third parties are not collected by AlRayhan unless expressly stated at checkout and therefore cannot normally be refunded by AlRayhan.

Refunds
Approved refunds will be issued to the original payment method. Customers should allow approximately 7–14 business days after the refund is processed for the amount to appear, depending on their bank or payment provider.

Order Cancellation
International orders may be cancelled before preparation or dispatch begins. Once an order has been handed over to the international shipping carrier, cancellation may no longer be possible.

Notice

All the above terms and conditions are subject to the policies and regulations of Al Rayhan Warehouses for Packaging and Distribution.
Failure to comply with any of the stated conditions will result in the rejection of the return or exchange request.
We, Al Rayhan Warehouses for Packaging and Distribution, located in Sahab – Amman, Jordan,
reserve the right to limit return or exchange transactions for products in our stores, based on the terms and specifications established by our company.
For further information or inquiries, please contact our Customer Service Department directly at +962 790000250.

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Terms and Conditions