سياسة الاسترجاع والاستبدال

Dear customer, in Souq Lubon, we strive to provide the best quality fresh meats with the highest standards of quality. Your satisfaction is our top priority, and for this reason, we have established a clear policy for replacement and return to ensure a comfortable and transparent shopping experience. First: Conditions for replacement and return 1. Products eligible for replacement and return: • Replacement or return is allowed for products proven to have a defect upon receipt, such as changes in color, smell, or abnormal texture. • Replacement or return is allowed if the product does not meet the required specifications or the order placed. • The product to be replaced or returned must be in its original condition upon delivery, and not consumed or tampered with. • The original purchase invoice must be attached when requesting a replacement or return. 2. Products not eligible for replacement and return: • Products that have been cut or prepared based on a special request from the customer are not allowed for replacement or return. • Products that have been stored improperly after receipt by the customer are not allowed for replacement or return. • Replacement or return is not allowed after 24 hours from the date of receipt, due to the sensitive nature of the product. Second: Replacement and return procedures 1. Reporting a request for replacement or return: • The customer must notify Souq Lubon of their desire to replace or return within 24 hours of receiving the product. • Notification can be made by contacting us at: +966 53 995 4443. • A clear description of the problem or reason for the replacement or return must be provided. 2. Product inspection: • Our specialized team will inspect the returned product to ensure it complies with the conditions mentioned above. • The inspection may take a reasonable amount of time. 3. Available replacement and return options: • Replacement: If the request for replacement is approved, the customer can replace the product with another of the same type and value (if available), or with another product with the payment of the price difference if any. • Return: If the request for return is approved, the value of the product will be refunded via the original payment method within 7 – 14 working days. Delivery charges may be deducted if applicable, unless the return is due to an error by the store. Third: Important notes • If you have any inquiries or complaints, please contact our customer service, and we will be happy to serve you. • Souq Lubon reserves the right to refuse a replacement or return request if the conditions in this policy are not met.