Refund and Returns Policy

Al Farah Estidama Global Trading & Consulting

Effective Date: [01.04.2015]

At Al Farah Estidama Global Trading & Consulting, customer satisfaction is important to us. This Refund & Returns Policy explains the conditions under which returns, exchanges, or refunds may be accepted for our products and services.

1. Food & Perishable Products (No Returns Policy)

Due to the nature of food and perishable items, we do not accept returns or exchanges once the product has been delivered.

This includes but is not limited to:

  • Organic dairy products (cheese, fresh milk, laban, ayran, ghee, butter, cream)

  • Organic eggs (duck & chicken)

  • Olive oils and honey

  • Sugar-free sesame halawa with pistachio

Exceptions

Refunds or replacements may be considered only if:

  • The product is delivered damaged

  • The product is expired at the time of delivery

  • The wrong item was delivered

In such cases, customers must notify us within 24 hours of delivery, along with clear photos of the product and packaging.

2. Non-Perishable & Trading Products

For non-perishable items, including:

  • Arabic ladies’ dresses

  • Green building materials

  • Thermal insulation products

Returns or exchanges may be accepted under the following conditions:

  • The item is unused, unwashed, and in original packaging

  • The request is made within 7 days of delivery

  • Proof of purchase is provided

Returned items will be inspected before approval of any refund or exchange.

3. Consulting & Professional Services (No Refund Policy)

All consulting and professional services are non-refundable, including:

  • Green building consultancy

  • Renewable energy studies

  • Energy-saving and sustainability projects

Once a service has started or been delivered, no refunds will be issued.

4. Refund Process

If a refund is approved:

  • Refunds will be issued to the original payment method

  • Processing time may take 7–14 business days, depending on the payment provider

  • Shipping, handling, and service fees are non-refundable, unless the issue was caused by us

5. Exchange Policy

Exchanges may be offered instead of refunds where applicable, subject to product availability and inspection approval.

6. Order Cancellations

  • Orders for perishable food items cannot be canceled once dispatched

  • Non-perishable product orders may be canceled before dispatch

  • Consulting service cancellations must be made before work begins to be considered

7. Damaged or Incorrect Orders

If you receive a damaged or incorrect item, please contact us immediately with:

  • Order details

  • Clear photos of the product and packaging

We will review and resolve the issue as quickly as possible.