Return and Refund Policy

Product Return Policy

The product may be returned only if it has a manufacturing defect or fault within the same day of purchase from the store, and under the following conditions:

You must attach the original invoice with the product you wish to return.
The product will be inspected by the branch manager to confirm or deny the reported damage, ensuring public safety.

Returns are not accepted after one business day from purchase. We also cannot accept returns on fresh items like dairy, customized products (e.g., grinding or mixing), products sold by weight, or if the product is not in its original condition or tampered with.

Product Exchange Policy

We guarantee the acceptance of product exchanges within 24 hours from the date of purchase, under the following conditions:

The original receipt, which clearly shows the product to be exchanged along with the purchase date, must be provided.
The product must be in its original condition as when it was purchased from the store.
The product will be inspected by the branch manager to verify or deny the reported damage, ensuring public safety.

We apologize for not being able to accept product exchanges if more than 24 hours have passed since the purchase. We also do not accept exchanges for fresh products such as dairy, items that have been altered or customized at the customer's request (e.g., grinding, mixing), products sold in packaging, or those weighed per customer specifications. Additionally, we cannot process exchanges if the product is no longer in its original condition or if its contents have been tampered with.

International Online Orders

This policy applies to AlRayhan online orders shipped internationally from Jordan. Due to the nature of our food products, international shipping requirements, and food-safety considerations, international returns and exchanges are handled differently from purchases made at AlRayhan stores in Jordan.

Damaged, Defective, Missing or Incorrect Products

Customers are requested to inspect their order upon delivery. If your order arrives with any of the following, please contact AlRayhan Customer Service within 48 hours of confirmed delivery:

A damaged product
A defective product
An incorrect product
A missing item
Visible damage caused during shipping

Information required to review your request

Your order number or proof of purchase
Clear photographs of the affected product(s)
Clear photographs of the outer shipping package, where applicable
A brief description of the issue

AlRayhan may request additional photographs or information where necessary to properly assess the claim.

Approved claims

Each request will be reviewed individually by AlRayhan Customer Service. If the claim is approved, AlRayhan may provide an appropriate solution depending on the circumstances, including:

Replacement of the affected product, where reasonably possible
Full refund of the affected product
Partial refund
Another appropriate resolution agreed upon with the customer

Customers should not return or ship any product back to Jordan unless specifically instructed to do so by AlRayhan Customer Service.

International exchanges

Due to the nature of food products and the cost and requirements of international shipping, standard product exchanges are not available for international online orders. Where an eligible issue is confirmed, AlRayhan will provide an appropriate resolution in accordance with this policy.

Products not eligible for return or refund

Unless the product is damaged, defective, incorrect, or otherwise approved by AlRayhan, returns or refunds are generally not available for:

Fresh or perishable products
Opened or partially consumed food products
Products customized at the customer's request
Products that have been ground, blended, mixed, or specially prepared
Products prepared or packaged according to a customer-requested weight or quantity
Products that have been improperly stored or handled after delivery
Products damaged after delivery due to improper handling
Products returned due to a change of mind, taste preference, or personal preference

Refunds

Approved refunds will normally be issued to the original payment method used to place the order. After AlRayhan processes the refund, please allow approximately 7–14 business days for the amount to appear in your account, depending on your bank, card issuer, or payment provider.

International shipping fees

Once an international order has been dispatched, the original shipping fee is generally non-refundable. If the issue resulted directly from an error by AlRayhan, the applicable shipping charges may be reviewed as part of the claim.

Customs duties, taxes and import charges

Customs duties, import taxes, customs-clearance fees, handling charges, or other charges paid directly to customs authorities, shipping carriers, brokers, or other third parties are generally not refundable by AlRayhan. Any refund provided by AlRayhan will relate only to amounts collected directly by AlRayhan, unless otherwise expressly agreed.

Undelivered or refused shipments

If a shipment cannot be delivered because of any of the following, the customer may be responsible for any additional return, re-delivery, storage, customs, or shipping charges incurred. Any refund, where applicable, will be reviewed after deducting any non-refundable costs associated with the shipment.

An incorrect or incomplete address
Failure to respond to the shipping carrier
Refusal to accept the shipment
Failure to complete customs-clearance requirements
Failure to pay applicable customs duties, taxes, or charges
Any action or omission by the recipient that prevents delivery

Order cancellation

An international online order may be cancelled before preparation or dispatch has begun. Once the order has been prepared or handed over to the shipping carrier, cancellation may no longer be possible. If the shipment has already been dispatched, the terms relating to refused, undelivered, or returned international shipments will apply.