At Madina Essence, we are committed to ensuring customer satisfaction by providing high-quality products. However, if you are not fully satisfied with your purchase, our return and refund policy is outlined below.
Eligibility for Returns
To qualify for a return, the following conditions must be met:
- The item must be unused, unopened, and in its original packaging.
- The return request must be initiated within 7 days of receiving the product.
- Proof of purchase (order number or receipt) must be provided.
We reserve the right to رفض (refuse) returns that do not meet these criteria.
Non-Returnable Items
Certain items are not eligible for return or refund, including:
- Products that have been opened, used, or tampered with
- Items damaged due to misuse or improper handling
- Discounted or promotional items (unless defective)
- Personal care products (for hygiene reasons), unless they arrive damaged or defective
Damaged or Defective Products
If you receive a product that is damaged, defective, or incorrect, please notify us within 48 hours of delivery.
You may be required to provide photographic or video evidence for verification purposes. Once approved, we will offer:
- A replacement of the same product, or
- A full refund, depending on product availability
Return Process
To initiate a return:
- Contact our support team with your order details.
- Wait for return approval and instructions.
- Securely pack the item and ship it to the provided return address.
Customers are responsible for return shipping costs unless the item received was defective or incorrect.
Refunds
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed within 7–10 business days
- Refunds will be issued via the original payment method
- In case of cash-on-delivery orders, refunds may be processed via bank transfer or store credit
Please note that shipping charges are non-refundable unless the return is due to our error.
Exchanges
We only replace items if they are defective, damaged, or incorrect. If you need an exchange, please contact us within the specified timeframe.
Order Cancellations
Orders can be canceled only before they are processed or shipped. Once shipped, the order cannot be canceled and must follow the return process.
Late or Missing Refunds
If you have not received your refund within the stated timeframe:
- Check your bank account again
- Contact your payment provider or bank, as processing times may vary
- If the issue persists, contact our support team for assistance
Contact Us
For any questions regarding returns or refunds, please contact our support team through our official website:
https://madinaessence.com